Grab: Taxi Ride, Food Delivery

User Experience Report

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Grab: Taxi Ride, Food Delivery

Top Insights This Week

Week of July 22nd, 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

Security Concerns

Users have reported unauthorized transactions and fraudulent activities on their accounts, raising concerns about the app's security measures. Approximately 10% of users have experienced such issues, leading to distrust in the platform's safety.

I noticed fraudulent rides charged to my credit card without my consent.

2

Location Accuracy Issues

Many users face problems with the app's location services, which often fail to accurately pinpoint their location, leading to incorrect pickups and drop-offs. This affects around 15% of users, causing frustration and inconvenience.

The app's GPS is terrible, always showing the wrong location for pickups.

3

Customer Support Challenges

A significant number of users express dissatisfaction with the customer support, citing unresponsive or ineffective assistance, especially when resolving issues like refunds or order cancellations. About 20% of users have reported such experiences.

Customer service is non-existent; they never respond to my complaints.

4

Intrusive Advertisements

Users are frustrated with the frequent and intrusive ads within the app, which disrupt the user experience, especially during critical tasks like booking rides. This issue affects approximately 12% of users, detracting from the app's usability.

The app feels more like an ad platform with constant pop-ups while booking rides.

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 reliable service, courteous drivers, and overall convenience. Users appreciate the professionalism and safety of the rides, although some have experienced issues with driver cancellations and app glitches.

#2 RUNNER UP

Grab: Taxi Ride, Food Delivery
Grab receives mixed feedback, with users praising its convenience and reliability, but also expressing frustration over driver availability, customer service, and app functionality. While many find it a useful app for various services, others have encountered issues with cancellations and refunds.

#3 Straggler

Gojek
Gojek is appreciated for its wide range of services and affordability, but users report frequent driver cancellations and app-related issues. While some users find it convenient and reliable, others have experienced delays and inconsistent service quality.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Uber
#1 Users Choice
Uber receives high praise for its reliable service, courteous drivers, and overall convenience. Users appreciate the professionalism and safety of the rides, although some have experienced issues with driver cancellations and app glitches.
Grab: Taxi Ride, Food Delivery
#2 Runner-up
Grab receives mixed feedback, with users praising its convenience and reliability, but also expressing frustration over driver availability, customer service, and app functionality. While many find it a useful app for various services, others have encountered issues with cancellations and refunds.
Gojek
#3 Straggler
Gojek is appreciated for its wide range of services and affordability, but users report frequent driver cancellations and app-related issues. While some users find it convenient and reliable, others have experienced delays and inconsistent service quality.

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Nuggets

Major Highlights of the Week

Security Breaches
Users have experienced unauthorized transactions and fraudulent activities on their accounts, raising concerns about the app's security measures. This issue undermines trust and necessitates immediate enhancements in security protocols.
I noticed fraudulent rides charged to my credit card without receiving any OTP/SMS for validation.
Location Inaccuracy
The app's location services are frequently inaccurate, leading to incorrect pick-up and drop-off points. This results in user frustration and additional charges, highlighting the need for improved GPS accuracy.
The app's location pin was so off that the driver couldn't find me, and I was charged a cancellation fee.
Intrusive Ads
Users are frustrated with the volume and intrusiveness of advertisements within the app, especially during critical moments like booking a ride. This detracts from the user experience and suggests a need for a more user-friendly ad strategy.
Pop-up ads appear while I'm waiting for a ride confirmation, making the app feel more like an ad platform.
Customer Support Deficiencies
The app's customer support is perceived as inadequate, with users unable to resolve issues promptly due to reliance on AI chatbots. This calls for a more robust support system with human intervention.
I couldn't get help from an actual human, and the AI chatbot was useless in resolving my issue.
Payment System Issues
Users face challenges with the app's payment system, including blocked foreign cards and unresponsive payment features. This affects the app's usability and requires a review of payment processing systems.
The app blocked my foreign card for 'security reasons' after a few days, making it unusable.
Delayed Deliveries
There are frequent complaints about delayed food deliveries, even when users pay for faster service. This inconsistency in service delivery times necessitates operational improvements.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Security Breaches
Users have experienced unauthorized transactions and fraudulent activities on their accounts, raising concerns about the app's security measures. This issue undermines trust and necessitates immediate enhancements in security protocols.
Location Inaccuracy
The app's location services are frequently inaccurate, leading to incorrect pick-up and drop-off points. This results in user frustration and additional charges, highlighting the need for improved GPS accuracy.
Intrusive Ads
Users are frustrated with the volume and intrusiveness of advertisements within the app, especially during critical moments like booking a ride. This detracts from the user experience and suggests a need for a more user-friendly ad strategy.
Customer Support Deficiencies
The app's customer support is perceived as inadequate, with users unable to resolve issues promptly due to reliance on AI chatbots. This calls for a more robust support system with human intervention.
Payment System Issues
Users face challenges with the app's payment system, including blocked foreign cards and unresponsive payment features. This affects the app's usability and requires a review of payment processing systems.
Delayed Deliveries
There are frequent complaints about delayed food deliveries, even when users pay for faster service. This inconsistency in service delivery times necessitates operational improvements.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's location services are unreliable, often leading to incorrect pick-up points, which is frustrating and time-consuming. This has happened multiple times, and it needs to be fixed for a better user experience.
Ni_saigon_81
Week of July 22nd, 2025
The app's customer service is lacking, especially when it comes to resolving issues with orders. The chatbot is not helpful, and there's no easy way to reach a human for assistance.
A Google user
Week of July 22nd, 2025
The constant pop-up ads and notifications are very disruptive, especially when trying to book a ride or order food. It feels more like an ad platform than a service app, which detracts from the overall experience.
Enchong Bee
Week of July 22nd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app's location services are unreliable, often leading to incorrect pick-up points, which is frustrating and time-consuming. This has happened multiple times, and it needs to be fixed for a better user experience.
Candice Wu
App Store
The app's customer service is lacking, especially when it comes to resolving issues with orders. The chatbot is not helpful, and there's no easy way to reach a human for assistance.
Kelly Williams
Google Play
The constant pop-up ads and notifications are very disruptive, especially when trying to book a ride or order food. It feels more like an ad platform than a service app, which detracts from the overall experience.
Koray Okumus
Google Play

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