We analyzed 1 832 reviews and found that Swiggy could be in need of a more transparent approach

Food, take away, paella, lemon, food, rice

Swiggy is a food delivery app that allows you to order food and beverage from restaurants close to you. It seems that some customers are taken aback by how pricey the order ends up being.

Why do we say this?

The topic “lack of knowledge” occurred in 19% of the reviews and has an average grade of 2,62 / 5. This is lower than the overall average grade of 2,79 / 5 for the project. Some customers complained that customer service, on several occasions, seemed to not have enough knowledge, to be able to help them with the issues they were having. This would result in no solution provided.

The topic “failed payment” has an average grade of 2,20 / 5 and occurred in 14% of the reviews. It seems that when making an order, some of the users often got a message saying the payment failed. Some also claimed that they had to pay for cancelation fees, even though they hadn’t initiated a cancelation in the first place, or if they immediately had canceled after placing an order.

This leads us to the topic “cancelation charges” that occurred in 11% of the reviews and has an average grade of 2,48 / 5. As mentioned earlier, customers are dissatisfied with being charged for cancelations when they didn’t ask for one. It was also mentioned that some perceived that the additional charges are higher than the actual cost of food.

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Swiggy might need to educate its customer service more. In addition to that, they could establish a more effective system regarding orders, cancelations, and other issues. It may also be that they need to look into improving quality assurance. This could solve issues in a more efficient way. could prevent customers from being charged for something that they didn’t initiate from the beginning. Also so that there will be no failed payments when ordering.

If they’re going to have additional fees, they may need to be transparent about it, so that customers don’t feel tricked.

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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