Review analysis of du App suggests the need for improved customer service

The data says it all. We suggest du App improve the general customer service, with an extra focus on improved knowledge among the staff. Some training could be helpful. Also, fix the technical issues, such as the log-in process and the app displaying the wrong balance.

Caption of a person using a phone.
Photo: bongkarn thanyakij

Customer service

Average grade: 1,09 / 5
Occurrence rate: 9%
Some claimed that customer service had been incompetent and unhelpful, not being able to answer basic questions. Sometimes they had also been unresponsive.



Account access

Average grade: 1,25 / 5
Occurrence rate: 8%
It seems that some of the users couldn’t log in, only receiving error messages.

Balance

Average grade: 1,30 / 5
Occurrence rate: 5%
Some complained that when checking the account balance in the app, it was incorrect.

Caption of the topic “account access” from the dashboard of this analysis.

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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