Analysis of 6 506 Klarna app reviews show unhappiness with ghost card

The bank company Klarna was founded in Stockholm in 2005, with the aim to make online shopping easier. We analyzed 6 506 reviews of Klarna’s application and found a broad array of problems concerning the ghost cards, as well as issues with their customer service.

How do we know this?

The topic “ghost card” is mentioned in 7% of the reviews (more than average) and it has a lower grade than the overall average: 1,55 / 5 compared to 2,57 / 5. The grade is even lower when “ghost card” is mentioned together with “denied”. The topic shows a strong correlation (more than 20%) with words such as “paying”, “create” and “approved”.
Customer service has a negative impact on the grade and it looks like the topic has been talked about more frequently during the last months. The average grade for “customer service” is 1,88 / 5 and the related topics range from “great” to “joke” and “horrible”.

The topic “ghost card” seemes to be a big negative driver for this analysis of 6 506 reviews. Many reviews associated with the topic mention issues, not only paying with a ghost card and getting it approved, but also creating it. These are issues that might be worth looking into.

Regarding the customer service, customers show dissatisfaction with the service received, finding the operators unhelpful and rude.

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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