Alshaya Group
Alshaya Group
Alshaya Group
90
90
Overall CX Score
Overall CX Score
Alshaya Group
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
CX Intelligence
Key Metrics
CX Intelligence
Key Metrics
90
90
Customer Rating Score
Customer Rating Score
36
36
Support Sentiment Score
Support Sentiment Score
18
18
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of Alshaya Group's CX Intelligence Score
of Alshaya Group's CX Intelligence Score
of Alshaya Group's CX Intelligence Score
The overwhelming majority of reviews for Aura are highly positive, with most users giving a 5 out of 5 rating. Only a small minority of reviews are negative, and these are typically related to technical issues or specific dissatisfaction. The average rating is significantly above 4, indicating strong overall customer satisfaction. This high score is directly supported by the large volume of enthusiastic feedback and minimal low ratings.
Customer Review Score: 90
The overwhelming majority of reviews for Aura are highly positive, with most users giving a 5 out of 5 rating. Only a small minority of reviews are negative, and these are typically related to technical issues or specific dissatisfaction. The average rating is significantly above 4, indicating strong overall customer satisfaction. This high score is directly supported by the large volume of enthusiastic feedback and minimal low ratings.
Customer Review Score: 90
The overwhelming majority of reviews for Aura are highly positive, with most users giving a 5 out of 5 rating. Only a small minority of reviews are negative, and these are typically related to technical issues or specific dissatisfaction. The average rating is significantly above 4, indicating strong overall customer satisfaction. This high score is directly supported by the large volume of enthusiastic feedback and minimal low ratings.
Customer Review Score: 90
Support sentiment is very positive, with many users praising staff friendliness, helpfulness, and professionalism in both English and Arabic. Multiple reviews mention specific employees by name and express gratitude for excellent service. However, a few users report unresolved technical issues and poor support experiences, such as difficulties with account recovery or app malfunctions. Despite these outliers, the general sentiment toward support is highly favorable.
Customer Support Sentiment Score: 36
Support sentiment is very positive, with many users praising staff friendliness, helpfulness, and professionalism in both English and Arabic. Multiple reviews mention specific employees by name and express gratitude for excellent service. However, a few users report unresolved technical issues and poor support experiences, such as difficulties with account recovery or app malfunctions. Despite these outliers, the general sentiment toward support is highly favorable.
Customer Support Sentiment Score: 36
Support sentiment is very positive, with many users praising staff friendliness, helpfulness, and professionalism in both English and Arabic. Multiple reviews mention specific employees by name and express gratitude for excellent service. However, a few users report unresolved technical issues and poor support experiences, such as difficulties with account recovery or app malfunctions. Despite these outliers, the general sentiment toward support is highly favorable.
Customer Support Sentiment Score: 36
Many reviewers explicitly recommend Aura to others, using phrases like 'highly recommend,' 'I advise to use it,' and 'I will tell everyone to download this app.' Numerous users express intent to continue using the app and to share it with friends and family. There are also several reviews where users state they would not recommend the app due to negative experiences, but these are rare. Overall, recommendation intent is strong and clearly evidenced in the dataset.
Customer Recommendation Intent Score: 18
Many reviewers explicitly recommend Aura to others, using phrases like 'highly recommend,' 'I advise to use it,' and 'I will tell everyone to download this app.' Numerous users express intent to continue using the app and to share it with friends and family. There are also several reviews where users state they would not recommend the app due to negative experiences, but these are rare. Overall, recommendation intent is strong and clearly evidenced in the dataset.
Customer Recommendation Intent Score: 18
Many reviewers explicitly recommend Aura to others, using phrases like 'highly recommend,' 'I advise to use it,' and 'I will tell everyone to download this app.' Numerous users express intent to continue using the app and to share it with friends and family. There are also several reviews where users state they would not recommend the app due to negative experiences, but these are rare. Overall, recommendation intent is strong and clearly evidenced in the dataset.
Customer Recommendation Intent Score: 18
Key Findings
Key Findings
Key Findings
Rewarding Benefits
Strengths
Aura's main strengths are its rewarding loyalty program, ease of use, and the friendliness and professionalism of its staff, as repeatedly mentioned in both English and Arabic reviews. Users appreciate the wide variety of offers, discounts, and the ability to collect and redeem points across many brands. The app is praised for its convenience and the tangible benefits it provides, such as cashback and exclusive deals. Many customers highlight positive shopping and dining experiences facilitated by the app.
Rewarding Benefits
Strengths
Aura's main strengths are its rewarding loyalty program, ease of use, and the friendliness and professionalism of its staff, as repeatedly mentioned in both English and Arabic reviews. Users appreciate the wide variety of offers, discounts, and the ability to collect and redeem points across many brands. The app is praised for its convenience and the tangible benefits it provides, such as cashback and exclusive deals. Many customers highlight positive shopping and dining experiences facilitated by the app.
Rewarding Benefits
Strengths
Aura's main strengths are its rewarding loyalty program, ease of use, and the friendliness and professionalism of its staff, as repeatedly mentioned in both English and Arabic reviews. Users appreciate the wide variety of offers, discounts, and the ability to collect and redeem points across many brands. The app is praised for its convenience and the tangible benefits it provides, such as cashback and exclusive deals. Many customers highlight positive shopping and dining experiences facilitated by the app.
Program Expansion
Opportunities
Several users request more participating stores and expanded offers, indicating an opportunity to broaden the program's reach. Some reviews suggest improvements to the app's technical stability, such as reducing crashes, login issues, and frequent update prompts. There are also requests for features like digital cards, Apple Wallet integration, and clearer instructions for redeeming points and offers. Addressing these areas could further enhance user satisfaction and engagement.
Program Expansion
Opportunities
Several users request more participating stores and expanded offers, indicating an opportunity to broaden the program's reach. Some reviews suggest improvements to the app's technical stability, such as reducing crashes, login issues, and frequent update prompts. There are also requests for features like digital cards, Apple Wallet integration, and clearer instructions for redeeming points and offers. Addressing these areas could further enhance user satisfaction and engagement.
Program Expansion
Opportunities
Several users request more participating stores and expanded offers, indicating an opportunity to broaden the program's reach. Some reviews suggest improvements to the app's technical stability, such as reducing crashes, login issues, and frequent update prompts. There are also requests for features like digital cards, Apple Wallet integration, and clearer instructions for redeeming points and offers. Addressing these areas could further enhance user satisfaction and engagement.
Service Failures
Critical Issues
A minority of users report serious technical problems, including persistent login failures, app crashes, and inability to redeem points, which directly impact their ability to use the service. Some customers express frustration with customer support, particularly regarding unresolved account recovery and communication issues. Concerns about privacy, excessive notifications, and perceived lack of real benefits are also raised in a few reviews. These issues, while not widespread, are significant for the affected users and should be prioritized for resolution.
Service Failures
Critical Issues
A minority of users report serious technical problems, including persistent login failures, app crashes, and inability to redeem points, which directly impact their ability to use the service. Some customers express frustration with customer support, particularly regarding unresolved account recovery and communication issues. Concerns about privacy, excessive notifications, and perceived lack of real benefits are also raised in a few reviews. These issues, while not widespread, are significant for the affected users and should be prioritized for resolution.
Service Failures
Critical Issues
A minority of users report serious technical problems, including persistent login failures, app crashes, and inability to redeem points, which directly impact their ability to use the service. Some customers express frustration with customer support, particularly regarding unresolved account recovery and communication issues. Concerns about privacy, excessive notifications, and perceived lack of real benefits are also raised in a few reviews. These issues, while not widespread, are significant for the affected users and should be prioritized for resolution.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
We had such a wonderful experience at P.F. Chang’s! The staff welcomed us with warm smiles and made us feel so comfortable from the moment we walked in. Our waiter, Ansari, was incredibly helpful, he suggested great dishes and made sure our specific order was taken care of perfectly. The food was absolutely delicious, and the ambiance was delightful. Highly recommend!
Neutral
The app is very good and easy to use
Detractor
I have been trying to reset my password for over a month, but I am not receiving the password reset email. I contacted support multiple times, but they only keep telling me to try again without actually solving the issue. My account is linked to a phone number I no longer have access to, and I asked for an alternative recovery method, but they ignored my request. Very disappointing customer service.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Expand in-app tutorials and FAQs to address common user questions about points redemption and offer usage, as requested in several reviews.
Pilot technical improvements to reduce app crashes and login issues, based on user reports of persistent technical problems.
Trial Clarity's AI Agents to provide instant answers to frequently asked questions and guide users through account recovery and feature usage, addressing support and onboarding pain points.
Stage 2
Integrate digital card and Apple Wallet functionality, as requested by users seeking easier access and payment options.
Establish a proactive feedback loop by regularly surveying users about new features and technical performance, ensuring ongoing alignment with customer needs.
Deploy Clarity's AI Agents to handle routine support queries and technical troubleshooting, improving response times and reducing unresolved support tickets.
Stage 3
Integrate digital card and Apple Wallet functionality, as requested by users seeking easier access and payment options.
Establish a proactive feedback loop by regularly surveying users about new features and technical performance, ensuring ongoing alignment with customer needs.
Scale Clarity's AI Agents to analyze Voice of Customer (VoC) data, identifying emerging issues and opportunities for continuous CX improvement.
Stage 1
Expand in-app tutorials and FAQs to address common user questions about points redemption and offer usage, as requested in several reviews.
Pilot technical improvements to reduce app crashes and login issues, based on user reports of persistent technical problems.
Trial Clarity's AI Agents to provide instant answers to frequently asked questions and guide users through account recovery and feature usage, addressing support and onboarding pain points.
Stage 2
Integrate digital card and Apple Wallet functionality, as requested by users seeking easier access and payment options.
Establish a proactive feedback loop by regularly surveying users about new features and technical performance, ensuring ongoing alignment with customer needs.
Deploy Clarity's AI Agents to handle routine support queries and technical troubleshooting, improving response times and reducing unresolved support tickets.
Stage 3
Integrate digital card and Apple Wallet functionality, as requested by users seeking easier access and payment options.
Establish a proactive feedback loop by regularly surveying users about new features and technical performance, ensuring ongoing alignment with customer needs.
Scale Clarity's AI Agents to analyze Voice of Customer (VoC) data, identifying emerging issues and opportunities for continuous CX improvement.
Stage 1
Expand in-app tutorials and FAQs to address common user questions about points redemption and offer usage, as requested in several reviews.
Pilot technical improvements to reduce app crashes and login issues, based on user reports of persistent technical problems.
Trial Clarity's AI Agents to provide instant answers to frequently asked questions and guide users through account recovery and feature usage, addressing support and onboarding pain points.
Stage 2
Integrate digital card and Apple Wallet functionality, as requested by users seeking easier access and payment options.
Establish a proactive feedback loop by regularly surveying users about new features and technical performance, ensuring ongoing alignment with customer needs.
Deploy Clarity's AI Agents to handle routine support queries and technical troubleshooting, improving response times and reducing unresolved support tickets.
Stage 3
Integrate digital card and Apple Wallet functionality, as requested by users seeking easier access and payment options.
Establish a proactive feedback loop by regularly surveying users about new features and technical performance, ensuring ongoing alignment with customer needs.
Scale Clarity's AI Agents to analyze Voice of Customer (VoC) data, identifying emerging issues and opportunities for continuous CX improvement.
Your voice of customer, unified
Your voice of customer, unified
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
How leading brands use Clarity
How leading brands use Clarity
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
126 million
global subscribers
126 million
global subscribers
126 million
global subscribers
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
467,000
monthly customers
467,000
monthly customers
467,000
monthly customers
System normal
System normal
System normal