eXtra
eXtra
eXtra
18
18
Overall CX Score
Overall CX Score
eXtra
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
18
18
Customer Rating Score
Customer Rating Score
4
4
Support Sentiment Score
Support Sentiment Score
1
1
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of eXtra's CX Intelligence Score
of eXtra's CX Intelligence Score
of eXtra's CX Intelligence Score
The average rating is extremely low, with the vast majority of reviews assigning 1 star out of 5. Only a small minority of users gave positive ratings, and even some of those mentioned significant issues. The overall distribution is heavily skewed toward the lowest possible score, indicating widespread dissatisfaction. This is directly reflected in the calculated score.
Customer Review Score: 18
The average rating is extremely low, with the vast majority of reviews assigning 1 star out of 5. Only a small minority of users gave positive ratings, and even some of those mentioned significant issues. The overall distribution is heavily skewed toward the lowest possible score, indicating widespread dissatisfaction. This is directly reflected in the calculated score.
Customer Review Score: 18
The average rating is extremely low, with the vast majority of reviews assigning 1 star out of 5. Only a small minority of users gave positive ratings, and even some of those mentioned significant issues. The overall distribution is heavily skewed toward the lowest possible score, indicating widespread dissatisfaction. This is directly reflected in the calculated score.
Customer Review Score: 18
Customer support is a major pain point, with repeated complaints about unresponsive, unhelpful, or even rude service. Many users report long wait times, unresolved issues, and a lack of follow-up or accountability. There are frequent mentions of failed promises, difficulty reaching support, and a perception that customer care is not a priority. The sentiment is overwhelmingly negative, justifying the very low score.
Customer Support Sentiment Score: 4
Customer support is a major pain point, with repeated complaints about unresponsive, unhelpful, or even rude service. Many users report long wait times, unresolved issues, and a lack of follow-up or accountability. There are frequent mentions of failed promises, difficulty reaching support, and a perception that customer care is not a priority. The sentiment is overwhelmingly negative, justifying the very low score.
Customer Support Sentiment Score: 4
Customer support is a major pain point, with repeated complaints about unresponsive, unhelpful, or even rude service. Many users report long wait times, unresolved issues, and a lack of follow-up or accountability. There are frequent mentions of failed promises, difficulty reaching support, and a perception that customer care is not a priority. The sentiment is overwhelmingly negative, justifying the very low score.
Customer Support Sentiment Score: 4
Almost all reviews explicitly discourage others from using the app or buying from the brand, with phrases like 'do not buy', 'never again', and 'I do not recommend'. Only a handful of users express willingness to recommend, and these are vastly outnumbered by detractors. The intent to recommend is extremely low, as evidenced by the direct language in the reviews. This is reflected in the minimal score.
Customer Recommendation Intent Score: 1
Almost all reviews explicitly discourage others from using the app or buying from the brand, with phrases like 'do not buy', 'never again', and 'I do not recommend'. Only a handful of users express willingness to recommend, and these are vastly outnumbered by detractors. The intent to recommend is extremely low, as evidenced by the direct language in the reviews. This is reflected in the minimal score.
Customer Recommendation Intent Score: 1
Almost all reviews explicitly discourage others from using the app or buying from the brand, with phrases like 'do not buy', 'never again', and 'I do not recommend'. Only a handful of users express willingness to recommend, and these are vastly outnumbered by detractors. The intent to recommend is extremely low, as evidenced by the direct language in the reviews. This is reflected in the minimal score.
Customer Recommendation Intent Score: 1
Key Findings
Key Findings
Key Findings
Product Variety
Strengths
A minority of users praise the variety of products, fast delivery in some cases, and helpful staff at certain branches. Some positive reviews mention good packaging and the availability of items not found elsewhere. There are isolated reports of successful after-sales service and smooth transactions. However, these strengths are rare compared to the volume of negative feedback.
Product Variety
Strengths
A minority of users praise the variety of products, fast delivery in some cases, and helpful staff at certain branches. Some positive reviews mention good packaging and the availability of items not found elsewhere. There are isolated reports of successful after-sales service and smooth transactions. However, these strengths are rare compared to the volume of negative feedback.
Product Variety
Strengths
A minority of users praise the variety of products, fast delivery in some cases, and helpful staff at certain branches. Some positive reviews mention good packaging and the availability of items not found elsewhere. There are isolated reports of successful after-sales service and smooth transactions. However, these strengths are rare compared to the volume of negative feedback.
Service Overhaul
Opportunities
There is a clear opportunity to overhaul the app's performance, stability, and user interface, as many users complain about crashes, lag, and forced updates. Improving the transparency and efficiency of customer support, including faster response times and better issue resolution, is critical. Addressing delivery delays, stock accuracy, and refund processes would directly respond to the most common complaints. Enhancing product information and payment options could also improve the customer experience.
Service Overhaul
Opportunities
There is a clear opportunity to overhaul the app's performance, stability, and user interface, as many users complain about crashes, lag, and forced updates. Improving the transparency and efficiency of customer support, including faster response times and better issue resolution, is critical. Addressing delivery delays, stock accuracy, and refund processes would directly respond to the most common complaints. Enhancing product information and payment options could also improve the customer experience.
Service Overhaul
Opportunities
There is a clear opportunity to overhaul the app's performance, stability, and user interface, as many users complain about crashes, lag, and forced updates. Improving the transparency and efficiency of customer support, including faster response times and better issue resolution, is critical. Addressing delivery delays, stock accuracy, and refund processes would directly respond to the most common complaints. Enhancing product information and payment options could also improve the customer experience.
Systemic Failures
Critical Issues
Critical issues include persistent app malfunctions (crashes, freezing, forced updates), extremely poor customer support (unreachable, unhelpful, or dismissive), and frequent problems with order fulfillment (delays, cancellations, missing or damaged items, and unprocessed refunds). Many users report feeling deceived by misleading promotions, unavailable products, and non-transparent return and warranty policies. There are also serious allegations of unethical practices, such as taking payment without delivering goods or providing refunds. These issues are consistently and repeatedly cited across hundreds of reviews.
Systemic Failures
Critical Issues
Critical issues include persistent app malfunctions (crashes, freezing, forced updates), extremely poor customer support (unreachable, unhelpful, or dismissive), and frequent problems with order fulfillment (delays, cancellations, missing or damaged items, and unprocessed refunds). Many users report feeling deceived by misleading promotions, unavailable products, and non-transparent return and warranty policies. There are also serious allegations of unethical practices, such as taking payment without delivering goods or providing refunds. These issues are consistently and repeatedly cited across hundreds of reviews.
Systemic Failures
Critical Issues
Critical issues include persistent app malfunctions (crashes, freezing, forced updates), extremely poor customer support (unreachable, unhelpful, or dismissive), and frequent problems with order fulfillment (delays, cancellations, missing or damaged items, and unprocessed refunds). Many users report feeling deceived by misleading promotions, unavailable products, and non-transparent return and warranty policies. There are also serious allegations of unethical practices, such as taking payment without delivering goods or providing refunds. These issues are consistently and repeatedly cited across hundreds of reviews.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
I wasn’t gonna write a review but after reading too many negative reviews I felt that I have to. First of all, I agree with reviews that say bad customer service at the store but here we are reviewing the app. My experience with shopping with the app and the fast delivery has been more than amazing not to mention the great packaging. I purchased items and most were delivered before the expected delivery time. And the availability of things that can’t be found anywhere else and the great offers.
Neutral
The app is generally good, but it lacks some important product details. For example, when browsing mobile phones, the processor type is not mentioned, which is crucial for users who care about performance. I hope the app team improves the listed details to be more comprehensive and accurate.
Detractor
I have just updated the App 2 weeks ago, and new update has you obliged me to update otherwise I can’t use the App. Why that. All applications I can use without updating the latest.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Conduct a comprehensive technical audit of the app to address frequent crashes, forced updates, and performance issues, as repeatedly cited by users.
Implement a clear and accessible refund and return process, ensuring customers can easily track and resolve their cases, as many reviews mention unresolved refunds and returns.
Trial Clarity's AI Agents to provide automated responses for common support queries and reduce response times, addressing the widespread complaint of unresponsive customer service.
Stage 2
Establish a Voice of Customer (VoC) program to continuously collect, analyze, and act on customer feedback, ensuring ongoing improvements are aligned with user needs.
Expand delivery and payment options, including support for more regions and payment methods, as requested by users in multiple reviews.
Deploy Clarity's AI Agents to handle order status inquiries and automate escalation of unresolved cases, improving transparency and accountability in support.
Stage 3
Establish a Voice of Customer (VoC) program to continuously collect, analyze, and act on customer feedback, ensuring ongoing improvements are aligned with user needs.
Expand delivery and payment options, including support for more regions and payment methods, as requested by users in multiple reviews.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics, enabling proactive identification of emerging issues and trends from customer feedback.
Stage 1
Conduct a comprehensive technical audit of the app to address frequent crashes, forced updates, and performance issues, as repeatedly cited by users.
Implement a clear and accessible refund and return process, ensuring customers can easily track and resolve their cases, as many reviews mention unresolved refunds and returns.
Trial Clarity's AI Agents to provide automated responses for common support queries and reduce response times, addressing the widespread complaint of unresponsive customer service.
Stage 2
Establish a Voice of Customer (VoC) program to continuously collect, analyze, and act on customer feedback, ensuring ongoing improvements are aligned with user needs.
Expand delivery and payment options, including support for more regions and payment methods, as requested by users in multiple reviews.
Deploy Clarity's AI Agents to handle order status inquiries and automate escalation of unresolved cases, improving transparency and accountability in support.
Stage 3
Establish a Voice of Customer (VoC) program to continuously collect, analyze, and act on customer feedback, ensuring ongoing improvements are aligned with user needs.
Expand delivery and payment options, including support for more regions and payment methods, as requested by users in multiple reviews.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics, enabling proactive identification of emerging issues and trends from customer feedback.
Stage 1
Conduct a comprehensive technical audit of the app to address frequent crashes, forced updates, and performance issues, as repeatedly cited by users.
Implement a clear and accessible refund and return process, ensuring customers can easily track and resolve their cases, as many reviews mention unresolved refunds and returns.
Trial Clarity's AI Agents to provide automated responses for common support queries and reduce response times, addressing the widespread complaint of unresponsive customer service.
Stage 2
Establish a Voice of Customer (VoC) program to continuously collect, analyze, and act on customer feedback, ensuring ongoing improvements are aligned with user needs.
Expand delivery and payment options, including support for more regions and payment methods, as requested by users in multiple reviews.
Deploy Clarity's AI Agents to handle order status inquiries and automate escalation of unresolved cases, improving transparency and accountability in support.
Stage 3
Establish a Voice of Customer (VoC) program to continuously collect, analyze, and act on customer feedback, ensuring ongoing improvements are aligned with user needs.
Expand delivery and payment options, including support for more regions and payment methods, as requested by users in multiple reviews.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics, enabling proactive identification of emerging issues and trends from customer feedback.
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
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20 million
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We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
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20 million
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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.”
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126 million
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700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
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Chosen by OpenAI to surface insights from customer conversations securely.
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Chosen by OpenAI to surface insights from customer conversations securely.
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Jen Barwick
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"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"
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System normal
System normal
System normal