Zain KSA
Zain KSA
Zain KSA
79
79
Overall CX Score
Overall CX Score
Zain KSA
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
79
79
Customer Rating Score
Customer Rating Score
27
27
Support Sentiment Score
Support Sentiment Score
16
16
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of Zain KSA's CX Intelligence Score
of Zain KSA's CX Intelligence Score
of Zain KSA's CX Intelligence Score
The majority of reviews for Zain are highly positive, with a large volume of 5-star ratings and frequent praise for ease of use, reliability, and service quality. However, there is a significant minority of 1- and 2-star ratings, many of which cite technical issues, poor network coverage, or negative experiences with customer support. The overall average is pulled down by these critical reviews, but the positive sentiment remains dominant. The score reflects a strong but not perfect customer satisfaction level.
Customer Review Score: 79
The majority of reviews for Zain are highly positive, with a large volume of 5-star ratings and frequent praise for ease of use, reliability, and service quality. However, there is a significant minority of 1- and 2-star ratings, many of which cite technical issues, poor network coverage, or negative experiences with customer support. The overall average is pulled down by these critical reviews, but the positive sentiment remains dominant. The score reflects a strong but not perfect customer satisfaction level.
Customer Review Score: 79
The majority of reviews for Zain are highly positive, with a large volume of 5-star ratings and frequent praise for ease of use, reliability, and service quality. However, there is a significant minority of 1- and 2-star ratings, many of which cite technical issues, poor network coverage, or negative experiences with customer support. The overall average is pulled down by these critical reviews, but the positive sentiment remains dominant. The score reflects a strong but not perfect customer satisfaction level.
Customer Review Score: 79
Support sentiment is mixed: many users express satisfaction with the app's ease and the company's responsiveness, but a notable number report unresolved issues, slow or unhelpful customer service, and repeated technical problems. Several reviews mention that complaints are not addressed in a timely manner or are closed without resolution. There are also recurring complaints about the app not working after updates, especially on Android devices, and difficulties in reaching effective support. This results in a moderate support sentiment score.
Customer Support Sentiment Score: 27
Support sentiment is mixed: many users express satisfaction with the app's ease and the company's responsiveness, but a notable number report unresolved issues, slow or unhelpful customer service, and repeated technical problems. Several reviews mention that complaints are not addressed in a timely manner or are closed without resolution. There are also recurring complaints about the app not working after updates, especially on Android devices, and difficulties in reaching effective support. This results in a moderate support sentiment score.
Customer Support Sentiment Score: 27
Support sentiment is mixed: many users express satisfaction with the app's ease and the company's responsiveness, but a notable number report unresolved issues, slow or unhelpful customer service, and repeated technical problems. Several reviews mention that complaints are not addressed in a timely manner or are closed without resolution. There are also recurring complaints about the app not working after updates, especially on Android devices, and difficulties in reaching effective support. This results in a moderate support sentiment score.
Customer Support Sentiment Score: 27
A large proportion of users explicitly recommend Zain, describing it as the best or among the best telecom providers, and many state they would advise others to use it. However, a visible group of detractors strongly advise against using Zain due to persistent network, billing, or support issues. The recommendation intent is therefore positive but tempered by a consistent minority of negative recommendations. The score reflects this balance.
Customer Recommendation Intent Score: 16
A large proportion of users explicitly recommend Zain, describing it as the best or among the best telecom providers, and many state they would advise others to use it. However, a visible group of detractors strongly advise against using Zain due to persistent network, billing, or support issues. The recommendation intent is therefore positive but tempered by a consistent minority of negative recommendations. The score reflects this balance.
Customer Recommendation Intent Score: 16
A large proportion of users explicitly recommend Zain, describing it as the best or among the best telecom providers, and many state they would advise others to use it. However, a visible group of detractors strongly advise against using Zain due to persistent network, billing, or support issues. The recommendation intent is therefore positive but tempered by a consistent minority of negative recommendations. The score reflects this balance.
Customer Recommendation Intent Score: 16
Key Findings
Key Findings
Key Findings
User Convenience
Strengths
Zain is frequently praised for its user-friendly app, fast and easy bill payment, and a wide range of services and offers. Many users highlight the convenience of managing accounts and subscriptions through the app, and some note improvements in service and application updates. The company is also commended for competitive pricing and special offers, especially for international users. Positive experiences with customer service are mentioned, though less consistently.
User Convenience
Strengths
Zain is frequently praised for its user-friendly app, fast and easy bill payment, and a wide range of services and offers. Many users highlight the convenience of managing accounts and subscriptions through the app, and some note improvements in service and application updates. The company is also commended for competitive pricing and special offers, especially for international users. Positive experiences with customer service are mentioned, though less consistently.
User Convenience
Strengths
Zain is frequently praised for its user-friendly app, fast and easy bill payment, and a wide range of services and offers. Many users highlight the convenience of managing accounts and subscriptions through the app, and some note improvements in service and application updates. The company is also commended for competitive pricing and special offers, especially for international users. Positive experiences with customer service are mentioned, though less consistently.
Service Enhancements
Opportunities
There is a clear opportunity to improve network coverage and reliability, as many users report weak or inconsistent signals in specific areas. Enhancing the stability and compatibility of the app, particularly for Android users, would address a major source of dissatisfaction. Streamlining customer support processes and ensuring faster, more effective resolution of complaints would also improve overall sentiment. Expanding loyalty programs and providing more transparent information about packages and billing could further increase customer satisfaction.
Service Enhancements
Opportunities
There is a clear opportunity to improve network coverage and reliability, as many users report weak or inconsistent signals in specific areas. Enhancing the stability and compatibility of the app, particularly for Android users, would address a major source of dissatisfaction. Streamlining customer support processes and ensuring faster, more effective resolution of complaints would also improve overall sentiment. Expanding loyalty programs and providing more transparent information about packages and billing could further increase customer satisfaction.
Service Enhancements
Opportunities
There is a clear opportunity to improve network coverage and reliability, as many users report weak or inconsistent signals in specific areas. Enhancing the stability and compatibility of the app, particularly for Android users, would address a major source of dissatisfaction. Streamlining customer support processes and ensuring faster, more effective resolution of complaints would also improve overall sentiment. Expanding loyalty programs and providing more transparent information about packages and billing could further increase customer satisfaction.
Service Failures
Critical Issues
Critical issues include persistent technical problems with the app, especially after updates, leading to inability to access services or manage accounts. Many users report unresolved complaints, slow or ineffective customer support, and a lack of follow-up on tickets. Network coverage and internet speed are major pain points, with some users describing the service as unreliable or unusable in their area. There are also repeated concerns about billing errors, auto-renewal of packages without consent, and difficulties in canceling services.
Service Failures
Critical Issues
Critical issues include persistent technical problems with the app, especially after updates, leading to inability to access services or manage accounts. Many users report unresolved complaints, slow or ineffective customer support, and a lack of follow-up on tickets. Network coverage and internet speed are major pain points, with some users describing the service as unreliable or unusable in their area. There are also repeated concerns about billing errors, auto-renewal of packages without consent, and difficulties in canceling services.
Service Failures
Critical Issues
Critical issues include persistent technical problems with the app, especially after updates, leading to inability to access services or manage accounts. Many users report unresolved complaints, slow or ineffective customer support, and a lack of follow-up on tickets. Network coverage and internet speed are major pain points, with some users describing the service as unreliable or unusable in their area. There are also repeated concerns about billing errors, auto-renewal of packages without consent, and difficulties in canceling services.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
This app is smooth with no bugs. Completely reliable and very easy to use. I really really like it. I wish banks would learn from it.
Neutral
Good app. But when plan expired, money available in wallet, even you can not renew your plan. you have to renew plan by recharging again by debit card. Talking to customer care in Hindi, Urdu, English is difficult
Detractor
خدمه زين 5G بدأت بسرعة ممتازة ثم تدهورت بشكل مفاجئ إلى مستوى لا يطاق الانقطاع أصبح شبه دائم كل 5 دقائق تقريبا دون معالجة فعلية من الدعم الفني. تم تقديم شكاوى متعددة ولم يتم حل المشكلة. أشعر أنني تعرضت لتجربة تسويقية مضللة مقارنة بما تم الاتفاق عليه. للأسف لا يوجد التزام حقيقي بجودة الخدمة أو رضا العميل. تجربة سيئة لا أنصح بها،،. نجمه مسويها عشان توصلت شكوني فقط لاغير
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Conduct a targeted review of network coverage in areas with frequent complaints to identify and prioritize weak spots.
Implement a communication campaign to clarify billing, auto-renewal, and cancellation processes, addressing common sources of confusion.
Trial Clarity's AI Agents to provide instant responses to common technical and account access issues, as users report repeated app malfunctions and slow support.
Stage 2
Expand network infrastructure in underserved regions based on mapped complaint data, directly addressing the most reported pain point.
Launch a transparent loyalty and rewards program, with clear communication of benefits and eligibility, responding to user requests for more recognition and incentives.
Deploy Clarity's AI Agents to triage and route customer complaints more efficiently, reducing resolution times and improving support consistency.
Stage 3
Expand network infrastructure in underserved regions based on mapped complaint data, directly addressing the most reported pain point.
Launch a transparent loyalty and rewards program, with clear communication of benefits and eligibility, responding to user requests for more recognition and incentives.
Scale Clarity's AI Agents to analyze Voice of Customer (VoC) data in real time, surfacing emerging issues and tracking sentiment trends for continuous improvement.
Stage 1
Conduct a targeted review of network coverage in areas with frequent complaints to identify and prioritize weak spots.
Implement a communication campaign to clarify billing, auto-renewal, and cancellation processes, addressing common sources of confusion.
Trial Clarity's AI Agents to provide instant responses to common technical and account access issues, as users report repeated app malfunctions and slow support.
Stage 2
Expand network infrastructure in underserved regions based on mapped complaint data, directly addressing the most reported pain point.
Launch a transparent loyalty and rewards program, with clear communication of benefits and eligibility, responding to user requests for more recognition and incentives.
Deploy Clarity's AI Agents to triage and route customer complaints more efficiently, reducing resolution times and improving support consistency.
Stage 3
Expand network infrastructure in underserved regions based on mapped complaint data, directly addressing the most reported pain point.
Launch a transparent loyalty and rewards program, with clear communication of benefits and eligibility, responding to user requests for more recognition and incentives.
Scale Clarity's AI Agents to analyze Voice of Customer (VoC) data in real time, surfacing emerging issues and tracking sentiment trends for continuous improvement.
Stage 1
Conduct a targeted review of network coverage in areas with frequent complaints to identify and prioritize weak spots.
Implement a communication campaign to clarify billing, auto-renewal, and cancellation processes, addressing common sources of confusion.
Trial Clarity's AI Agents to provide instant responses to common technical and account access issues, as users report repeated app malfunctions and slow support.
Stage 2
Expand network infrastructure in underserved regions based on mapped complaint data, directly addressing the most reported pain point.
Launch a transparent loyalty and rewards program, with clear communication of benefits and eligibility, responding to user requests for more recognition and incentives.
Deploy Clarity's AI Agents to triage and route customer complaints more efficiently, reducing resolution times and improving support consistency.
Stage 3
Expand network infrastructure in underserved regions based on mapped complaint data, directly addressing the most reported pain point.
Launch a transparent loyalty and rewards program, with clear communication of benefits and eligibility, responding to user requests for more recognition and incentives.
Scale Clarity's AI Agents to analyze Voice of Customer (VoC) data in real time, surfacing emerging issues and tracking sentiment trends for continuous 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