UrbanClap is an Indian app that offers at-home services, everything from beauty and wellness, to home repairs. However, it seems as though some customers are complaining about their bookings, being canceled at the last minute.
Why do we say this?
The topic “booking cancelations” occurred in 22% of the reviews and has an average grade of 1,90 / 5. This is lower than the overall average grade of 2,43 / 5 for the project. Some customers complained that their bookings were delayed, which caused them to have to cancel. It was also mentioned that some cancelations were made the same day as the appointment, even though the customer prepaid for the service.
The topic “failed payments ” has an average grade of 1,68 / 5 and occurred in 14% of the reviews. It seems that some customers’ money was deducted, but the app was showing that the payment failed. As previously mentioned, some claimed that their bookings were canceled without any explanation.
The topic “call handlers” occurred in 12% of the reviews and has an average grade of 1,42 / 5. When some customers had asked customer service to call them they never did. Some were also dissatisfied about not getting any response nor assistance when having issues.
It could be that UrbanClap needs to improve their customer care. Perhaps they could create a system that will handle cancelations and bookings in a more efficient way. They could also look into how they can be more responsive and reachable.
Another factor that may play a role in this, are the technical issues when it comes to the app itself. They may need to try to establish a regular routine when it comes to quality assurance. This will avoid the app displaying that payments failed when they actually, were deducted successfully.
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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 Store.
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