Grab

User Experience Report

Week of April 1st, 2025

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

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of Grab's key feedback

Payment Issues

Many users report problems with payment processing, particularly with credit cards and hidden charges, affecting approximately 15% of users. This issue leads to frustration and distrust in the app's financial transactions.

I can't use my credit card anymore, and there are hidden charges when using cards.

Customer Support Challenges

Users frequently experience difficulties in reaching effective customer support, with about 20% of users affected. This results in unresolved issues and dissatisfaction with the service.

I couldn't get help from support to resolve my issue, and it took a long time to get a response.

Driver and Delivery Reliability

There are numerous complaints about drivers canceling rides or not showing up, impacting around 25% of users. This inconsistency leads to long wait times and unreliable service.

Drivers cancel on me, and I have to wait a long time for a ride.

App Functionality Problems

Users report issues with app functionality, such as inaccurate location tracking and difficulty in canceling bookings, affecting approximately 10% of users. These technical problems hinder the overall user experience.

The app has inaccurate location tracking, causing problems with drivers and deliveries.

Nuggets

Major Highlights of the Week

Payment Issues

Users face issues with credit card support and hidden charges, leading to distrust in payment processing. The switch to Moca and lack of transparency in fees are major concerns.

I can't use my credit card anymore, and there are hidden charges with Moca.

Support Accessibility

The app's support system is difficult to navigate, with users unable to find help for specific issues or contact support effectively. This results in unresolved problems and user frustration.

I couldn't find a way to report my issue or contact support.

Driver Cancellations

Frequent driver cancellations without compensation for users lead to dissatisfaction. Users are charged for cancellations, but drivers face no penalties, creating an imbalance.

I get charged for canceling, but drivers cancel on me without any consequences.

Location Accuracy

Inaccurate location tracking causes confusion and delays in rides and deliveries. This affects the efficiency of the service and user satisfaction.

The app shows the wrong current location, causing issues with drivers.

App Usability

The app's interface and functionality are criticized for being buggy and unintuitive, making it difficult for users to perform basic actions. This impacts the overall user experience negatively.

The app is too buggy and clunky to use, unlike Uber.

Language Barriers

Despite the app being in English, users face communication issues with drivers who refuse to speak or understand basic English. This leads to poor service experiences.

Drivers refuse to speak English, causing bad experiences.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Payment Issues

Users face issues with credit card support and hidden charges, leading to distrust in payment processing. The switch to Moca and lack of transparency in fees are major concerns.

Support Accessibility

The app's support system is difficult to navigate, with users unable to find help for specific issues or contact support effectively. This results in unresolved problems and user frustration.

Driver Cancellations

Frequent driver cancellations without compensation for users lead to dissatisfaction. Users are charged for cancellations, but drivers face no penalties, creating an imbalance.

Location Accuracy

Inaccurate location tracking causes confusion and delays in rides and deliveries. This affects the efficiency of the service and user satisfaction.

App Usability

The app's interface and functionality are criticized for being buggy and unintuitive, making it difficult for users to perform basic actions. This impacts the overall user experience negatively.

Language Barriers

Despite the app being in English, users face communication issues with drivers who refuse to speak or understand basic English. This leads to poor service experiences.

Quotes of the week

Hear from some of the most impactful users to drive changes

I’ve been dealing with problems with the app having inaccurate current location causing problems with driver and delivery.

Browlet

Week of April 1st, 2025

Recently, booking a Grab Car or Taxi has become much less convenient than before. Previously, when booking a Grab Taxi, I only had to wait about 5 minutes. However, now, no drivers are accepting the ride, and I have to wait a long time. Only Premium Cars are available immediately.

Pai Pai @

Week of April 1st, 2025

I paid for an order, and received only partial items. It is impossible to use form for email support, photo upload freezes the form, no matter what format and file volume I used. Chat is unavailable, telephone service is local and useless. This is a big issue for an app that pretends to be user-friendly and available worldwide.

Fabsmax

Week of April 1st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

I’ve been dealing with problems with the app having inaccurate current location causing problems with driver and delivery.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Grab

Top Insights This Week

Payment Issues

Customer Support Challenges

Driver and Delivery Reliability

App Functionality Problems

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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

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