Grab: Taxi Ride, Food Delivery

User Experience Report

Report Date

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

Highlights trends and insights

Helps you understand what matters most

UNLOCK ALL INSIGHTS

All Insights

TOP INSIGHTS

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

Customer Service Issues

Many users report difficulties in reaching effective customer support, with complaints about unresponsive chatbots and lack of human assistance. Approximately 20% of users seem to be affected by this issue, leading to frustration and unresolved problems.

The help center is useless, and the chatbot doesn't solve any issues.

Price Increases

Users have expressed dissatisfaction with sudden and unexplained price hikes for rides and food delivery services. This issue affects around 15% of users, who feel that the service has become overpriced and less competitive.

The prices have become unreasonable, almost double what they used to be.

Driver Cancellations

Frequent driver cancellations are a significant pain point, with users experiencing long wait times and multiple cancellations before securing a ride. This affects about 10% of users, causing inconvenience and delays.

Drivers constantly cancel, making it hard to get a ride.

App Functionality Problems

Users report various app functionality issues, such as location errors, payment problems, and difficulties with order cancellations. These technical glitches impact approximately 12% of users, leading to a frustrating user experience.

The app defaults to the wrong location, causing delivery issues.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Uber

Uber receives high praise for its professional and friendly drivers, clean vehicles, and reliable service. Users appreciate the courteous and timely rides, although some express concerns about high prices and occasional app issues.

#2 RUNNER UP

Grab: Taxi Ride, Food Delivery

Grab receives mixed feedback, with users appreciating its convenience and variety of services, but criticizing driver cancellations, high delivery fees, and poor customer service. While many find it reliable for transportation and delivery, others are frustrated by app glitches and lack of live support.

#3 Straggler

Gojek

Gojek is appreciated for its competitive pricing and wide range of services, but users report issues with driver cancellations and app functionality. While many find it a convenient option, some express dissatisfaction with customer service and delivery delays.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn more Book a call

Nuggets

Major Highlights of the Week

Receipt Resend Issue

Users are unable to resend receipts for past trips, with the app defaulting to the last trip only. This lack of functionality is compounded by inadequate customer support, leaving users frustrated.

I can't resend the receipt for a previous trip, and customer service is unhelpful.

Unexplained Price Surge

There is a significant and unexplained increase in ride prices, with fares nearly doubling without clear justification. This pricing inconsistency is causing dissatisfaction among long-term users.

Taxi fares have almost doubled recently with no clear reason, making it feel overpriced.

Driver Cancellations

Frequent driver cancellations are causing delays and inconvenience, with users experiencing long wait times and multiple cancellations before securing a ride. This issue undermines the reliability of the service.

Drivers keep canceling my ride, making it hard to rely on Grab.

Location Errors

The app frequently defaults to incorrect locations, leading to delivery and pickup issues. This problem is exacerbated by the app's inability to allow users to manually correct the location.

The app defaults to an old location, causing delivery to the wrong address.

Ineffective Customer Support

Customer support is largely unresponsive, with users unable to reach human agents and being redirected to ineffective chatbots. This lack of effective support is a major pain point for users.

The chatbot is useless, and I can't reach a real support agent for help.

Payment Method Issues

Users face difficulties with payment methods, including being unable to change or use cash payments. This limitation is causing inconvenience and dissatisfaction among users.

I can't change my payment method to cash, which is very inconvenient.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Receipt Resend Issue

Users are unable to resend receipts for past trips, with the app defaulting to the last trip only. This lack of functionality is compounded by inadequate customer support, leaving users frustrated.

Unexplained Price Surge

There is a significant and unexplained increase in ride prices, with fares nearly doubling without clear justification. This pricing inconsistency is causing dissatisfaction among long-term users.

Driver Cancellations

Location Errors

The app frequently defaults to incorrect locations, leading to delivery and pickup issues. This problem is exacerbated by the app's inability to allow users to manually correct the location.

Ineffective Customer Support

Customer support is largely unresponsive, with users unable to reach human agents and being redirected to ineffective chatbots. This lack of effective support is a major pain point for users.

Payment Method Issues

Users face difficulties with payment methods, including being unable to change or use cash payments. This limitation is causing inconvenience and dissatisfaction among users.

Quotes of the week

Hear from some of the most impactful users to drive changes

I've been a fan and regular user of Grab for a long time, but lately, the prices have become unreasonable. The taxi fares have suddenly jumped and are now almost double what they used to be. I hope the team reviews this issue and adjusts the pricing back to a reasonable level.

Zark0950

Customer service is very inefficient, irresponsible, and extremely perfunctory. I explained my problem in detail to a support agent, who promptly ignored all that information and insisted I delete the app, restart the phone and reinstall, which of course didn’t help.

someanoniphoneuser

I’ve been having issues with the top-up feature for weeks. The app will not let me pay for anything even with authorized cards. Help center has been completely unresponsive other than the AI bot.

TeterTotter

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to sales Get started

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

I’ve been having issues with the top-up feature for weeks. The app will not let me pay for anything even with authorized cards. Help center has been completely unresponsive other than the AI bot.

Koray Okumus

Google Play

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

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Report Date

Grab: Taxi Ride, Food Delivery

Top Insights This Week

Customer Service Issues

Price Increases

Driver Cancellations

App Functionality Problems

Go from analysis to action-ready insights, fast.

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

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