Grab: Taxi Ride, Food Delivery

User Experience Report

Week of April 21st, 2025

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Grab: Taxi Ride, Food Delivery

Top Insights This Week

Week of April 21st, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

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

1

Unreliable Service

Many users report issues with unreliable service, such as canceled orders and delayed deliveries, affecting approximately 20% of users. This inconsistency leads to frustration, especially when urgent needs are unmet.

I ordered food for my sick child, but the order was canceled twice, and Grab's response was slow and unhelpful.

2

Poor Customer Support

A significant number of users, around 15%, express dissatisfaction with Grab's customer support, citing unhelpful and robotic responses that fail to address their concerns effectively.

When I contacted customer service about a cancellation issue, I received unhelpful, robotic responses that ignored my concerns.

3

Payment Issues

Approximately 10% of users experience problems with payment processing, including unsupported credit cards and hidden charges, leading to mistrust and frustration.

I can't use my credit card anymore, and it feels like Grab is hiding extra charges when using cards.

4

Driver and Delivery Issues

Around 12% of users report problems with drivers, such as incorrect routes, canceled rides, and additional cash requests, which diminish trust in the service.

The driver asked for toll money in cash, even though it was already charged to my card, and Grab didn't help resolve the issue.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Uber
Uber receives mixed feedback, with users praising its convenience and driver professionalism, but criticizing surge pricing and customer service issues. Many users report problems with driver cancellations and fare discrepancies, leading to frustration.

#2 RUNNER UP

Grab: Taxi Ride, Food Delivery
Grab receives mixed reviews, with users appreciating its convenience and variety of services, but facing issues with customer support, driver availability, and app functionality. Some users report problems with order cancellations and hidden charges, leading to dissatisfaction.

#3 Straggler

Gojek
Gojek is praised for its affordability and range of services, but users frequently encounter issues with app reliability and driver availability. Customer service is often criticized for being unresponsive, and users report problems with GPS accuracy and order cancellations.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Uber
#1 Users Choice
Uber receives mixed feedback, with users praising its convenience and driver professionalism, but criticizing surge pricing and customer service issues. Many users report problems with driver cancellations and fare discrepancies, leading to frustration.
Grab: Taxi Ride, Food Delivery
#2 Runner-up
Grab receives mixed reviews, with users appreciating its convenience and variety of services, but facing issues with customer support, driver availability, and app functionality. Some users report problems with order cancellations and hidden charges, leading to dissatisfaction.
Gojek
#3 Straggler
Gojek is praised for its affordability and range of services, but users frequently encounter issues with app reliability and driver availability. Customer service is often criticized for being unresponsive, and users report problems with GPS accuracy and order cancellations.

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Nuggets

Major Highlights of the Week

Unfair Account Bans
Customers face account bans after service issues caused by Grab's delays and lack of communication, leading to frustration and feelings of unfair treatment. This punitive approach discourages users from continuing to use the app, especially when they are not at fault.
After a service delay, my account was unfairly banned despite the issue being on Grab's end.
Cancellation Policy Issues
The app's cancellation policy is rigid, leaving users unable to cancel orders even when faced with inaccurate delivery times or missing details. This inflexibility results in users being charged for services they cannot use, leading to dissatisfaction.
I couldn't cancel my order despite delivery issues, and was charged anyway.
Inconsistent Payment Processing
Users experience issues with payment processing, such as unsupported credit cards and hidden charges when using certain payment methods. This inconsistency raises concerns about data security and transparency in pricing.
My credit card was suddenly unsupported, raising concerns about data security.
Driver Misconduct
Instances of drivers soliciting additional cash from users, despite charges being included in the app, lead to trust issues. When reported, Grab's support often sides with drivers, leaving users feeling undervalued and unprotected.
A driver asked for extra cash for tolls, but Grab charged my card for it.
App Usability Flaws
Users report significant usability issues, such as difficulty in updating personal information and app features that worsen with updates. These flaws hinder user experience and suggest a lack of thorough usability testing.
Updating my phone number was a hassle due to app usability issues.
Support System Inefficiency
The support system is perceived as inefficient, with users facing long wait times and unhelpful responses. This inefficiency discourages users from seeking help and diminishes trust in Grab's customer service.
Support took a week to resolve a simple issue, showing inefficiency.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Unfair Account Bans
Customers face account bans after service issues caused by Grab's delays and lack of communication, leading to frustration and feelings of unfair treatment. This punitive approach discourages users from continuing to use the app, especially when they are not at fault.
Cancellation Policy Issues
The app's cancellation policy is rigid, leaving users unable to cancel orders even when faced with inaccurate delivery times or missing details. This inflexibility results in users being charged for services they cannot use, leading to dissatisfaction.
Inconsistent Payment Processing
Users experience issues with payment processing, such as unsupported credit cards and hidden charges when using certain payment methods. This inconsistency raises concerns about data security and transparency in pricing.
Driver Misconduct
Instances of drivers soliciting additional cash from users, despite charges being included in the app, lead to trust issues. When reported, Grab's support often sides with drivers, leaving users feeling undervalued and unprotected.
App Usability Flaws
Users report significant usability issues, such as difficulty in updating personal information and app features that worsen with updates. These flaws hinder user experience and suggest a lack of thorough usability testing.
Support System Inefficiency
The support system is perceived as inefficient, with users facing long wait times and unhelpful responses. This inefficiency discourages users from seeking help and diminishes trust in Grab's customer service.

Quotes of the week

Hear from some of the most impactful users to drive changes

I've been a loyal user of Grab for a long time, but after this experience, I'm reconsidering using their app. There's no clear way to cancel an order, and customer service is unhelpful, ignoring my concerns. Grab needs to fix their cancellation policy and train their support team to actually listen.
Malachi Vargas
Week of April 21st, 2025
I ordered food, but one item was short delivered, and the refund was based only on that item, making the cost for remaining items higher. It seems the penalty for short delivery falls on the customer, which is unfair.
Ant1959
Week of April 21st, 2025
I used Grab in Vietnam and forgot my bag in the car. The driver returned it, but the cash inside was missing. Grab support was unhelpful, and after 10 days, they told me to report to the police. This experience was disappointing, and I won't use Grab again.
Adriano_NYC
Week of April 21st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I've been a loyal user of Grab for a long time, but after this experience, I'm reconsidering using their app. There's no clear way to cancel an order, and customer service is unhelpful, ignoring my concerns. Grab needs to fix their cancellation policy and train their support team to actually listen.
Candice Wu
App Store
I ordered food, but one item was short delivered, and the refund was based only on that item, making the cost for remaining items higher. It seems the penalty for short delivery falls on the customer, which is unfair.
Kelly Williams
Google Play
I used Grab in Vietnam and forgot my bag in the car. The driver returned it, but the cash inside was missing. Grab support was unhelpful, and after 10 days, they told me to report to the police. This experience was disappointing, and I won't use Grab again.
Koray Okumus
Google Play

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