Analyzing 7 032 reviews about the Gett app shows dissatisfaction with customer service

The Israeli ride-sharing app Gett, available in several cities worldwide, claims to be reliable and easy to use. However, when we looked at reviews for the app, we saw that users were talking about customer service in a negative way. 

Why do we say that?

Reviewers who talk about customer service seem to give a lower grade than the overall average. The topic “customer service” has an average grade of 2,08 and it sometimes occurs together with “terrible”, “worst” and “horrible”. It looks like the topic has increased in occurrence since 2017, which could be an indicator that customer service is getting worse. 

So why are users complaining about customer service? Several users mention that they did not get any response from customer service. There also seem to be some issues with phone calls. Looking at the topic “call”, one can see that it has a negative impact on the grade, especially when it is mentioned together with “support” and “customer service”.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Google Play Store.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

Book a demo to find out more!