BlaBlaCar

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 BlaBlaCar's key feedback

App Performance Issues

Many users report that the app frequently crashes, freezes, or fails to load, affecting their ability to use the service effectively. Approximately 15% of users seem to be affected by these technical issues.

The app doesn't work at all! Just shows a white screen.

Driver Cancellations

A significant number of users experience last-minute cancellations by drivers, which disrupts their travel plans and causes frustration. This issue appears to affect around 10% of users.

Most of the rides will be cancelled; drivers often switch off their phones after accepting bookings.

Account Suspension

Users are frustrated with accounts being suspended or blocked without clear reasons or proper communication from support, impacting about 5% of users.

My account was suspended without any reason, and support channels are nonexistent.

Refund and Support Issues

There are complaints about difficulties in obtaining refunds and lack of responsive customer support, affecting approximately 8% of users.

I'm almost 1 month waiting for my refund; support doesn't respond to my request.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

BlaBlaCar

BlaBlaCar receives overwhelmingly positive feedback for its user-friendly interface and effective carpooling service, which helps users save on travel costs and meet new people. However, some users report issues with ride cancellations and language settings, suggesting room for improvement in customer support and app functionality.

#2 RUNNER UP

BlaBlaCar

Lyft is praised for its friendly and professional drivers, clean vehicles, and reliable service. However, users express frustration with ride cancellations, unexpected charges, and difficulties with customer support, indicating a need for better communication and transparency.

#3 Straggler

BlaBlaCar

Uber is appreciated for its widespread availability and convenience, with many users finding it a reliable option for quick transportation. Nonetheless, some users criticize the app for high prices during peak times and occasional driver issues, suggesting a need for more consistent pricing and driver quality.

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Nuggets

Major Highlights of the Week

App Freezing

The app frequently freezes and becomes unresponsive, causing significant frustration for users trying to book or manage rides. This issue disrupts the user experience and may lead to missed travel opportunities.

The app constantly freezes and doesn't load chats, making it unusable.

Driver Cancellations

Drivers often cancel rides without notice, leaving passengers stranded and without recourse. This lack of reliability undermines trust in the platform and affects user satisfaction.

Drivers cancel trips last minute, causing major inconvenience and no support from the platform.

Account Suspensions

Users report being blocked or suspended without clear reasons or warnings, leading to frustration and loss of access to the service. This issue highlights a need for better communication and support regarding account status.

My account was suspended without explanation, and support is unresponsive.

Refund Issues

There are significant delays and difficulties in obtaining refunds for canceled trips, which erodes user trust and satisfaction. The refund process needs to be more transparent and efficient.

I was charged for trips I didn't take, and I'm still waiting for a refund after a month.

Unverified Drivers

Some drivers operate without proper verification, leading to safety concerns and inconsistent service quality. This issue compromises the platform's reliability and user trust.

Traveled with unverified drivers in poor conditions, raising safety concerns.

Language and Region Settings

The app's language and region settings are restrictive, preventing users from accessing local rides if their language settings don't match the region. This limitation affects usability and accessibility.

I can't see local rides because the app locks the region based on language settings.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Freezing

Driver Cancellations

Drivers often cancel rides without notice, leaving passengers stranded and without recourse. This lack of reliability undermines trust in the platform and affects user satisfaction.

Account Suspensions

Refund Issues

There are significant delays and difficulties in obtaining refunds for canceled trips, which erodes user trust and satisfaction. The refund process needs to be more transparent and efficient.

Unverified Drivers

Some drivers operate without proper verification, leading to safety concerns and inconsistent service quality. This issue compromises the platform's reliability and user trust.

Language and Region Settings

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great for affordable travel, but some drivers cancel rides last minute, causing inconvenience. It would be helpful if there were penalties for such cancellations to improve reliability.

Barakatfrrhat

I love BlaBlaCar, but some drivers have unverified profiles and poor vehicle conditions, which raises safety concerns. It would be great if the app could address these issues to maintain its original function.

Ice cube --# 1

The app is very useful, but the recent update introduced too many ads, which disrupts the user experience. I might consider alternatives if this continues.

San1692

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app is great for affordable travel, but some drivers cancel rides last minute, causing inconvenience. It would be helpful if there were penalties for such cancellations to improve reliability.

Candice Wu

App Store

Kelly Williams

Google Play

The app is very useful, but the recent update introduced too many ads, which disrupts the user experience. I might consider alternatives if this continues.

Koray Okumus

Google Play

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User Experience Report

Report Date

BlaBlaCar

Top Insights This Week

App Performance Issues

Driver Cancellations

Account Suspension

Refund and Support Issues

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