In recent years, electric scooters have become a permanent feature in many cities. One company that provides this service is Voi. We have taken a look at what people actually think about this company and its app. According to reviews, there is room for improvement in more than one area.
Why do we say this?
Both topics “charged” and “pay” are negative for the overall grade. The average grade for “charged” is 1,85 / 5 and the average grade for “pay” is 1,67 / 5. The overall average grade is 2,33 / 5. Voi riders are unhappy about being charged and having to pay for services they don’t use. We can see that both topics are related to the topic “unlock” and multiple reviewers mention that they get charged even when there are technical issues that make it impossible to unlock the scooter.
Another topic that highlights a similar issue is the topic “end”. The topic has an average grade of 1,86 / 5 and the problem is that people struggle to end their Voi rides. There is a relation to the topic “error” and riders say that they receive an error message when they want to end their rides. This is another example of a technical issue that creates frustration among riders.
The topics “map” and “find” seem to be problematic as well. The average grade for “map” is 1,85 / 5 and the average grade for “find” is 1,94 / 5. There is a relation between these topics and we can see that people complain about the GPS location not being accurate which makes it hard to find the scooters. A bad map makes it hard to find stuff. Voi should maybe take a look at the accuracy of the GPS on their scooter. It might just be an issue about the signal being disturbed by buildings in certain areas or perhaps there are better and more accurate options. An improved map with more exact information would help people to find scooters and it would increase customer satisfaction.
There is a lot of dissatisfaction among riders when technical issues appear. They feel helpless because they have to pay for a service that doesn’t work. It might be possible for Voi to develop a better system to make sure that the scooters work properly before riders are being charged. Perhaps a more reachable customer service also could help people to solve these issues.
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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.
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