Analysis of 692 customer reviews shows long waiting times for ride-sharing service ViaVan

The ride-sharing service ViaVan is a travel option for people who want to get around London and Amsterdam. The company claims to be “easy, fast and convenient” but when we analyzed app reviews from Google Play, they showed something different.

What did we find?

People are complaining about long waiting times. Our analysis shows that “wait” is mentioned in 11% of the reviews, often together with “long”. However, the topic occurred in more than 20% of all reviews during October and November 2019. This could mean that the waiting time for a ride has increased lately. 

Customers are also annoyed at drivers who frequently cancel bookings. “Canceled” is mentioned in connection with “driver” and “often”. It has an average grade of 1,78, which is lower than the overall average.

Although the average grade for “quick” is high (4,58), the topic has barely been mentioned during the last couple of months. The things we found out in our analysis makes you wonder if the company is really as fast and easy as they want to brand themselves.

The research team at Gavagai had run this analysis using our text analysis tool. Data in this article are collected from public data that is published on Google Play.

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