Grab: Taxi Ride, Food Delivery

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Grab: Taxi Ride, Food Delivery's key feedback

Customer Support Issues

Many users express frustration with the lack of effective customer support, often encountering unhelpful AI chatbots instead of human representatives. Approximately 30% of users report issues with customer service, leading to unresolved problems and dissatisfaction.

I tried to contact support for a refund, but the AI chatbot was useless and didn't resolve my issue.

Payment and Refund Delays

Users frequently experience issues with payment processing and delayed refunds, with some reporting that funds are not returned even after extended periods. This affects around 20% of users, causing significant frustration and distrust in the app's financial handling.

I was charged twice and never received a refund, despite contacting support multiple times.

Driver Cancellations

A significant number of users face frequent ride cancellations by drivers, often after long wait times, leading to inconvenience and additional charges. This issue impacts about 25% of users, who find the service unreliable.

Drivers keep canceling after making me wait for over 10 minutes, and I'm charged a cancellation fee.

Order Delays and Cancellations

Users report long delays and frequent cancellations in food delivery services, with no compensation or clear communication. This affects approximately 15% of users, who find the service unreliable and frustrating.

My food order was delayed for over an hour and then canceled without any compensation or explanation.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Uber

Uber receives praise for its professional and friendly drivers, clean vehicles, and reliable service. However, users express frustration with hidden fees, app glitches, and poor customer service, particularly with the support system and handling of complaints.

#2 RUNNER UP

Grab: Taxi Ride, Food Delivery

Grab is appreciated for its convenience, variety of services, and friendly drivers. However, users report issues with customer service, app glitches, and problems with order cancellations and refunds, leading to mixed experiences.

#3 Straggler

Gojek

Gojek is commended for its network performance and service options, with users finding it convenient and reliable. Nonetheless, there are complaints about driver cancellations, app glitches, and inconsistent customer service, affecting overall satisfaction.

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Nuggets

Major Highlights of the Week

Customer Support Gaps

The app's customer support is heavily reliant on AI chatbots, which fail to resolve complex issues, leaving users frustrated and without human assistance. This lack of effective support diminishes user trust and satisfaction.

The chatbot in this app is useless; I want a refund for a cancellation fee due to a driver's fault, but the chatbot insists there was no fee.

Payment Issues

Users experience unauthorized charges and difficulties with refunds, leading to financial distrust. The app's payment system inconsistencies, such as double charges and delayed refunds, are a significant pain point.

I was charged twice from my bank account even though I didn’t make any purchase, and Grab did nothing to help.

Driver Cancellations

Frequent driver cancellations after long wait times frustrate users, often leading to increased fares and wasted time. This issue highlights a need for better driver management and accountability.

Recently, Grab drivers canceled the trip after more than 8 minutes of waiting, and the price went up 1.8 times.

App Functionality Flaws

The app's navigation and location services are unreliable, causing incorrect drop-offs and delays. These technical issues undermine the app's core functionality and user experience.

The map in your app has a mind of its own and it's not accurate, always bringing me back to two locations that are NOT MINE.

Delayed Deliveries

Food delivery services are plagued by delays and lack of communication, with users unable to cancel orders without penalties. This inefficiency in service delivery impacts user satisfaction and loyalty.

Order food, gets delayed 3 times for over an hour, can't cancel because they prevent you from ordering for 2 days.

Inconsistent Promotions

Promotional offers and vouchers are often unreliable, disappearing or becoming unusable at checkout. This inconsistency frustrates users and diminishes the perceived value of loyalty programs.

Vouchers appear and disappear; sometimes when available, they'll say can't be used even though it's checkable.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Customer Support Gaps

Payment Issues

Driver Cancellations

Frequent driver cancellations after long wait times frustrate users, often leading to increased fares and wasted time. This issue highlights a need for better driver management and accountability.

App Functionality Flaws

The app's navigation and location services are unreliable, causing incorrect drop-offs and delays. These technical issues undermine the app's core functionality and user experience.

Delayed Deliveries

Inconsistent Promotions

Promotional offers and vouchers are often unreliable, disappearing or becoming unusable at checkout. This inconsistency frustrates users and diminishes the perceived value of loyalty programs.

Quotes of the week

Hear from some of the most impactful users to drive changes

I was ripped off by a restaurant in the Grab network and there is no way to contact a human for customer support. All they have is an FAQ section on their website which is utterly useless.

WTFGuys2016

I have waited for more than 1 hour for a shipper to take on my order but no one actually take it. I want to cancel the order but I wasn’t allow to do so. 1 hour waiting for nothing.

Cjdkwme

I have an unauthorized transaction and it is so hard to get support, you need to download the app even if you don't have an account.

A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes

I was ripped off by a restaurant in the Grab network and there is no way to contact a human for customer support. All they have is an FAQ section on their website which is utterly useless.

Candice Wu

App Store

I have waited for more than 1 hour for a shipper to take on my order but no one actually take it. I want to cancel the order but I wasn’t allow to do so. 1 hour waiting for nothing.

Kelly Williams

Google Play

I have an unauthorized transaction and it is so hard to get support, you need to download the app even if you don't have an account.

Koray Okumus

Google Play

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User Experience Report

Report Date

Grab: Taxi Ride, Food Delivery

Top Insights This Week

Customer Support Issues

Payment and Refund Delays

Driver Cancellations

Order Delays and Cancellations

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts