Analyzing 295 reviews about the Kangaroo Cabs app shows dissatisfaction with booking cabs

Photo: Jengtingchen

Kangaroo Cabs, one of the market leaders of the taxi industry in Sri Lanka, claims to offer a reliable and hospitable taxi service. When we looked closer at reviews about the Kangaroo Cabs app, we noticed that people who mentioned “location” and “booking” gave a lower grade than the overall average for the app.

Why are people unhappy with bookings and location?

Some of the users complain that it is difficult to book a cab through the app, and every time they book one, the location is wrong. On the topic “location”, reviewers also mention that the app is slow to update the driver’s location.

Our analysis of the Kangaroo Cabs app shows that both “booking” and “location” are negative drivers for the grade. The average grade for “booking” is 1,89 and for “location” 1,53. When “location” is mentioned together with “wrong”, the grade is even lower. The sentiment around the topic “location” has decreased since 2017, which might mean that the location problems are getting worse. We suggest Kangaroo Cabs take a closer look at these topics to make sure their customers are satisfied with their taxi service. 

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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