mobily
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
The overall rating score is low due to a large volume of negative reviews, especially after recent updates. While there are many 5-star ratings, a significant proportion of users rate the app 1 or 2 stars, citing severe usability and reliability issues. Positive reviews often mention ease of use and service speed, but these are outweighed by complaints about app crashes, login problems, and payment failures. The average sentiment is mixed, but the prevalence of critical feedback pulls the score down.
Customer Review Score: 35
Support sentiment is notably poor, with many users reporting unresolved issues, lack of effective customer service, and frustration with automated responses. Numerous reviews describe failed attempts to reach human support, unresolved complaints, and a lack of follow-up. Some users mention helpful staff in branches, but these are rare compared to the volume of negative support experiences. The overall impression is that support is a major pain point for customers.
Customer Support Sentiment Score: 10
Recommendation intent is low, as many users explicitly state they would not recommend the app or the company, and some mention plans to switch to competitors. While a minority of users express satisfaction and recommend the service, the majority of detailed reviews warn others against using the app due to technical and support failures. The negative word-of-mouth is strong and consistent across languages. This results in a low recommendation intent score.
Customer Recommendation Intent Score: 6
Easy Access
Strengths
Many users praise the app for its ease of use when it works, with some highlighting the ability to manage services and recharge quickly. There is positive feedback about the variety of available services and the convenience of not needing to visit a branch for most transactions. Some users appreciate the network coverage and the range of offers and packages. A few reviews mention helpful staff at physical branches.
Stability Improvement
Opportunities
There is a clear opportunity to improve the app's stability, especially regarding login and payment processes, as these are frequent sources of complaints. Users request the addition of biometric login (fingerprint/face ID) and persistent sessions to reduce friction. Enhancing customer support responsiveness and providing more effective human assistance would address a major pain point. Simplifying the user interface and making error messages more actionable could also improve satisfaction.
Service Failures
Critical Issues
Critical issues include frequent app crashes, inability to log in, and persistent errors during payment and package activation. Many users report that OTP codes are delayed or not received, making it impossible to access services. There are widespread complaints about poor customer support, unresolved tickets, and a lack of follow-up on reported problems. Some users allege unauthorized charges, lost balances, and a perception of financial unfairness.
Promoter
Very easy to use app and good level of security. Great app, easy to use, and good level of security.
Neutral
The application is good and easy to use.
Detractor
أسوأ تطبيق اتصالات. مصمم لرفع ضغط العملاء
Stage 1
Implement persistent login sessions and add biometric authentication (fingerprint/face ID) to reduce login friction, as many users complain about repeated logins and OTP delays.
Fix payment and recharge errors by thoroughly testing the payment flow and providing clear, actionable error messages, addressing the frequent complaints about failed transactions.
Trial Clarity's AI Agents to triage and route support requests, reducing the burden on human agents and improving response times for common issues reported in reviews.
Stage 2
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback, prioritizing fixes for the most common pain points such as login, payment, and support.
Regularly communicate app improvements and bug fixes to users through in-app notifications and release notes, increasing transparency and trust.
Deploy Clarity's AI Agents to provide 24/7 multilingual support, ensuring users receive timely assistance regardless of language or time zone, as indicated by multi-language review complaints.
Stage 3
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback, prioritizing fixes for the most common pain points such as login, payment, and support.
Regularly communicate app improvements and bug fixes to users through in-app notifications and release notes, increasing transparency and trust.
Scale Clarity's AI Agents to proactively identify and escalate unresolved or trending issues, integrating VoC analytics to drive continuous CX improvement.
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