SASCO
SASCO
SASCO
28
28
Overall CX Score
Overall CX Score
SASCO
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
28
28
Customer Rating Score
Customer Rating Score
7
7
Support Sentiment Score
Support Sentiment Score
8
8
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of SASCO's CX Intelligence Score
of SASCO's CX Intelligence Score
of SASCO's CX Intelligence Score
The average rating is low, with a significant number of 1-star reviews highlighting dissatisfaction, technical issues, and poor customer experience. While there are many 5-star ratings, the volume and detail of negative reviews outweigh the positive ones. The most common complaints relate to app usability, reward points, and customer service. This results in a below-average overall rating score.
Customer Review Score: 28
The average rating is low, with a significant number of 1-star reviews highlighting dissatisfaction, technical issues, and poor customer experience. While there are many 5-star ratings, the volume and detail of negative reviews outweigh the positive ones. The most common complaints relate to app usability, reward points, and customer service. This results in a below-average overall rating score.
Customer Review Score: 28
The average rating is low, with a significant number of 1-star reviews highlighting dissatisfaction, technical issues, and poor customer experience. While there are many 5-star ratings, the volume and detail of negative reviews outweigh the positive ones. The most common complaints relate to app usability, reward points, and customer service. This results in a below-average overall rating score.
Customer Review Score: 28
Support sentiment is overwhelmingly negative, with repeated reports of unresponsive or ineffective customer service across multiple channels (app, WhatsApp, phone). Many users state that their complaints are ignored or unresolved for weeks, and some mention that support responses are generic or automated. There are very few positive mentions of support, and even those are often qualified with caveats. This leads to a very low support sentiment score.
Customer Support Sentiment Score: 7
Support sentiment is overwhelmingly negative, with repeated reports of unresponsive or ineffective customer service across multiple channels (app, WhatsApp, phone). Many users state that their complaints are ignored or unresolved for weeks, and some mention that support responses are generic or automated. There are very few positive mentions of support, and even those are often qualified with caveats. This leads to a very low support sentiment score.
Customer Support Sentiment Score: 7
Support sentiment is overwhelmingly negative, with repeated reports of unresponsive or ineffective customer service across multiple channels (app, WhatsApp, phone). Many users state that their complaints are ignored or unresolved for weeks, and some mention that support responses are generic or automated. There are very few positive mentions of support, and even those are often qualified with caveats. This leads to a very low support sentiment score.
Customer Support Sentiment Score: 7
A large proportion of users explicitly state they do not recommend the app, with phrases like 'do not recommend,' 'will not use again,' and 'switching to competitors.' Positive recommendations are present but are often brief and lack strong advocacy. The negative intent is reinforced by detailed accounts of unresolved issues and lost money. As a result, the recommendation intent score is very low.
Customer Recommendation Intent Score: 8
A large proportion of users explicitly state they do not recommend the app, with phrases like 'do not recommend,' 'will not use again,' and 'switching to competitors.' Positive recommendations are present but are often brief and lack strong advocacy. The negative intent is reinforced by detailed accounts of unresolved issues and lost money. As a result, the recommendation intent score is very low.
Customer Recommendation Intent Score: 8
A large proportion of users explicitly state they do not recommend the app, with phrases like 'do not recommend,' 'will not use again,' and 'switching to competitors.' Positive recommendations are present but are often brief and lack strong advocacy. The negative intent is reinforced by detailed accounts of unresolved issues and lost money. As a result, the recommendation intent score is very low.
Customer Recommendation Intent Score: 8
Key Findings
Key Findings
Key Findings
Easy Tracking
Strengths
Some users praise the app for its concept, ease of use when it works, and the ability to track fuel expenses and earn points. There are positive mentions of the app's design, the convenience of digital payments, and the cleanliness and professionalism of some stations. A few reviewers appreciate the offers and the potential for savings. The loyalty program is seen as a good idea, though its execution is widely criticized.
Easy Tracking
Strengths
Some users praise the app for its concept, ease of use when it works, and the ability to track fuel expenses and earn points. There are positive mentions of the app's design, the convenience of digital payments, and the cleanliness and professionalism of some stations. A few reviewers appreciate the offers and the potential for savings. The loyalty program is seen as a good idea, though its execution is widely criticized.
Easy Tracking
Strengths
Some users praise the app for its concept, ease of use when it works, and the ability to track fuel expenses and earn points. There are positive mentions of the app's design, the convenience of digital payments, and the cleanliness and professionalism of some stations. A few reviewers appreciate the offers and the potential for savings. The loyalty program is seen as a good idea, though its execution is widely criticized.
System Enhancements
Opportunities
There is a clear opportunity to improve the clarity and usability of the rewards points system, as many users are confused about how to earn and redeem points. Enhancing the reliability and responsiveness of customer support is critical, as this is a major source of dissatisfaction. Simplifying the app's registration, login, and payment processes would address frequent complaints about complexity and technical errors. Training station staff on app usage and customer interaction could also improve the overall experience.
System Enhancements
Opportunities
There is a clear opportunity to improve the clarity and usability of the rewards points system, as many users are confused about how to earn and redeem points. Enhancing the reliability and responsiveness of customer support is critical, as this is a major source of dissatisfaction. Simplifying the app's registration, login, and payment processes would address frequent complaints about complexity and technical errors. Training station staff on app usage and customer interaction could also improve the overall experience.
System Enhancements
Opportunities
There is a clear opportunity to improve the clarity and usability of the rewards points system, as many users are confused about how to earn and redeem points. Enhancing the reliability and responsiveness of customer support is critical, as this is a major source of dissatisfaction. Simplifying the app's registration, login, and payment processes would address frequent complaints about complexity and technical errors. Training station staff on app usage and customer interaction could also improve the overall experience.
Trust Crisis
Critical Issues
Critical issues include persistent technical failures (app crashes, login problems, payment errors), unresponsive or ineffective customer support, and widespread inability to redeem or benefit from reward points. Many users report losing money or being unable to access their funds, with no resolution from support. There are also repeated complaints about misleading promotions and a lack of transparency in offers. These issues have led to a significant loss of trust and strong negative word-of-mouth.
Trust Crisis
Critical Issues
Critical issues include persistent technical failures (app crashes, login problems, payment errors), unresponsive or ineffective customer support, and widespread inability to redeem or benefit from reward points. Many users report losing money or being unable to access their funds, with no resolution from support. There are also repeated complaints about misleading promotions and a lack of transparency in offers. These issues have led to a significant loss of trust and strong negative word-of-mouth.
Trust Crisis
Critical Issues
Critical issues include persistent technical failures (app crashes, login problems, payment errors), unresponsive or ineffective customer support, and widespread inability to redeem or benefit from reward points. Many users report losing money or being unable to access their funds, with no resolution from support. There are also repeated complaints about misleading promotions and a lack of transparency in offers. These issues have led to a significant loss of trust and strong negative word-of-mouth.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
Smooth and Efficient! My recent fueling experience at SASCO was excellent. The process was quick and organized, and the staff were polite and professional. The pump area was clean and easy to navigate, and the employee greeted me with a smile and offered assistance right away. It's great to see customer service done right-keep it up! (translated from Arabic)
Neutral
The application is getting better and better with every update. However, the latest update causes the app to crash once started.
Detractor
We have been using the control cards for a while now, but the experience has been extremely disappointing. Many times when we recharge, the status shows as 'pending' even though the amount has already been credited to the RFID device. On top of that, the invoice is not generated or available for download. I have sent multiple emails and tried contacting customer care repeatedly, but there is either no response or no proper support. It feels like complaints are simply ignored. Another major issue is that the RFID devices don’t work in many petrol stations, especially along the Jeddah–Madinah and Riyadh–Madinah roads. On several occasions, I’ve faced untrained staff who mishandle the RFID device (even pulling it out of the fuel tank area), and sometimes the staff press the fuel pump first and then ask me to pay manually, which defeats the whole purpose of RFID. Overall, the system has too many problems, poor customer support, and unreliable service. A lot needs to be fixed before this app and service can be considered trustworthy.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Redesign the rewards points interface to clearly explain how points are earned, redeemed, and their value, as many users are confused and frustrated by the current system.
Implement a simplified login and registration process, including options for biometric or one-tap login, to address frequent complaints about complexity and repeated credential entry.
Trial Clarity's AI Agents to provide automated, real-time responses to common customer inquiries, especially regarding points redemption and technical troubleshooting, as users report long wait times and unhelpful support.
Stage 2
Regularly publish clear, accessible updates on app improvements, resolved issues, and upcoming features, to rebuild trust and demonstrate responsiveness to customer feedback.
Introduce a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback regarding app usability, rewards, and support, ensuring continuous improvement.
Deploy Clarity's AI Agents as a first-line support channel across app, WhatsApp, and web, to triage and resolve common issues, freeing human agents for complex cases.
Stage 3
Regularly publish clear, accessible updates on app improvements, resolved issues, and upcoming features, to rebuild trust and demonstrate responsiveness to customer feedback.
Introduce a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback regarding app usability, rewards, and support, ensuring continuous improvement.
Scale Clarity's AI Agents to provide advanced analytics on customer sentiment and pain points, enabling proactive CX enhancements and rapid identification of emerging issues.
Stage 1
Redesign the rewards points interface to clearly explain how points are earned, redeemed, and their value, as many users are confused and frustrated by the current system.
Implement a simplified login and registration process, including options for biometric or one-tap login, to address frequent complaints about complexity and repeated credential entry.
Trial Clarity's AI Agents to provide automated, real-time responses to common customer inquiries, especially regarding points redemption and technical troubleshooting, as users report long wait times and unhelpful support.
Stage 2
Regularly publish clear, accessible updates on app improvements, resolved issues, and upcoming features, to rebuild trust and demonstrate responsiveness to customer feedback.
Introduce a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback regarding app usability, rewards, and support, ensuring continuous improvement.
Deploy Clarity's AI Agents as a first-line support channel across app, WhatsApp, and web, to triage and resolve common issues, freeing human agents for complex cases.
Stage 3
Regularly publish clear, accessible updates on app improvements, resolved issues, and upcoming features, to rebuild trust and demonstrate responsiveness to customer feedback.
Introduce a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback regarding app usability, rewards, and support, ensuring continuous improvement.
Scale Clarity's AI Agents to provide advanced analytics on customer sentiment and pain points, enabling proactive CX enhancements and rapid identification of emerging issues.
Stage 1
Redesign the rewards points interface to clearly explain how points are earned, redeemed, and their value, as many users are confused and frustrated by the current system.
Implement a simplified login and registration process, including options for biometric or one-tap login, to address frequent complaints about complexity and repeated credential entry.
Trial Clarity's AI Agents to provide automated, real-time responses to common customer inquiries, especially regarding points redemption and technical troubleshooting, as users report long wait times and unhelpful support.
Stage 2
Regularly publish clear, accessible updates on app improvements, resolved issues, and upcoming features, to rebuild trust and demonstrate responsiveness to customer feedback.
Introduce a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback regarding app usability, rewards, and support, ensuring continuous improvement.
Deploy Clarity's AI Agents as a first-line support channel across app, WhatsApp, and web, to triage and resolve common issues, freeing human agents for complex cases.
Stage 3
Regularly publish clear, accessible updates on app improvements, resolved issues, and upcoming features, to rebuild trust and demonstrate responsiveness to customer feedback.
Introduce a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback regarding app usability, rewards, and support, ensuring continuous improvement.
Scale Clarity's AI Agents to provide advanced analytics on customer sentiment and pain points, enabling proactive CX enhancements and rapid identification of emerging issues.
Your voice of customer, unified
Your voice of customer, unified
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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
“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
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700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
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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
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