Analysis of 1 455 reviews shows long waiting times for ride-sharing company Cabify

The Spanish ride-sharing company Cabify claims to offer the highest quality of service, including high safety standards. But when we looked at customer reviews at Google Play, we found out that Cabify users were actually complaining about customer service.

What do we base our findings on?

It appears that some customers experienced long waiting times for a cab. The topic “wait” is often mentioned together with “driver” and it increased in occurrence in 2019. 

The caption of the Gavagai explorer dashboard for this project.

Users also seem to think the company lacks in customer service. Reviewers who mention “customer service” gives an average grade of 1,24, which is lower than the overall average. It often occurs together with “poor”, “bad” and “terrible”. Since Cabify aims to offer the highest quality of service, they should investigate this topic further to see what can be improved.

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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