We analyzed 20 000 reviews about the Grab app

What is the user experience of the Grab App?

Grab was founded in 2012 in Kuala Lumpur, Malaysia. They provide services for transportation, food deliveries, packages, etc. Grab is Southeast Asia’s largest mobile technology company. With their app, you can easily order taxis for transportation or food from your favorite restaurants.

We wanted to see what we could learn about app user’s experiences of the largest mobile technology company in Southeast Asia. We took
20 000 reviews about the Grab app posted on Google Play and ran them through Gavagai Explorer. Some things we learned were really interesting!

Here are 4 things we found out!

“Customer service” is a positive driver for the overall grade (the average grade for customer service is 4,13 / 5 and the overall average grade is 3,31 / 5). Some of the commonly used emotive words connected to the customer service are “good”, “great”, “excellent” and “nice”. We can see that something happened in April when the net sentiment increased drastically.

One negative driver for the overall grade is the topic “update” (the average grade for “update” is 2,23 / 5 and the overall average is 3,31 / 5). It seems like people struggled with one of the previous updates of the app. A lot of the reviews mentioned this problem between September 2018 and February 2019. Since then mentions have gone down and net sentiment has increased.

“Location” is a topic that is negative for the overall grade (2,85 / 5 compared to 3,31 / 5). The GPS location can be a bit off and cars come to pick up people at the wrong place. Mentions have gone down and net sentiment increased which indicates that action has been taken.

App users love the promotions and voucher codes. The topic “discount” has an average grade of 4,01 / 5while the overall average grade is 3,31 / 5.

What can we tell from this?

Since both “update” and “location” are topics where the net sentiment has gone up during 2019, there are indications that some of the problems are resolved. People seem more satisfied with the recent updates of the app compared to last year. However, it’s not good if the GPS location is wrong. It would be wise to look at this issue and see if it can be improved. 

There are positive reviews about the topic “customer service”. The sentiment about customer service improved a lot in April this year. Whatever happened in April, it was welcomed by the app users. Grab should try and continue what they changed and possibly look into improving it even further.

Promotions, discounts, and voucher codes are highly appreciated and should be used a lot for marketing purposes in the future.

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

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Gavagai is a Swedish language-tech company using advanced AI to help businesses analyze text and feedback – so they can understand their customers better. Spun off from the Swedish Institute of Computer Science, our Word Space Technology has grown and improved over 20 years, and our research team has published more than 400 academic papers.