Analysis of 1 200 reviews shows that Lalamove delivery app can’t guarantee delivery

Car, blue car, parked

Lalamove delivery app offers you to hire a vehicle from the palm of your hand. Although, it seems that sometimes, customers cannot trust the app to deliver.

Why do we say this?

The topic “driver” occurred in 19% of the reviews and has an average grade of 2,30 / 5. This indicates that it’s mentioned in a negative way. Some customers complained about their drivers being rude and that they canceled at the last minute. It was also mentioned that on some occasions, drivers tried to overcharge.

This leads us to the topic “booking” that occurred in 6% of the reviews and has an average grade of 2,01 / 5. It seems that there are some flaws in the booking system. Some customers claimed that they had problems with canceling their bookings, for example when there was a mistake concerning the destination address. It was mentioned yet again that drivers cancel bookings rather abruptly.

The topic “call” has an average grade of 1,73 / 5 and occurred in 3% of the reviews. This topic seems to refer to the fact that some customers had experienced difficulty reaching customer service. There were also complaints about having to call customer service to be able to cancel an order.

Lalamove could be in need of changing their delivery app. This way, customers would have to view the map and select a location, before being able to book a vehicle. They could also try to make it possible for customers to cancel an order more conveniently through the app. As a result, customers wouldn’t have to call customer service with no answer. This could reduce incorrect bookings and save both time and money.

When it comes to the drivers trying to overcharge, it may be necessary to look into different kinds of regulations. This could make it possible for customers to report the driver. This could help to solve the problems more efficiently. To make that happen, customer service needs to be reachable at all times.

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.

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