We counted
590 messages read
- 8 weeks
- Public Google Play reviews
- English
- Pidgin
- Mixed
We found
49 issues found
- App lagging and slow response
- Airtime and data balance not updating
- App crashes or closes unexpectedly
We wrote
The weekly report
- 3 Rising
- 582 quotes checked
MTN Nigeria's myMTN app
App crashes or closes unexpectedly started rising
9 messages in Week 7, against an average of 3.8 a week in the weeks before.
- 590Messages read
- 49Issues found
- 3Rising and New this week
- 582Quotes checked word for word
About these reviews: The newest 597 public Google Play reviews of MTN Nigeria's myMTN self-service app, any rating (590 kept after cleaning, and all 590 were read). MTN Nigeria is not a ClientClue customer and did not take part; these are its public reviews, named for transparency. Reviewers' names and personal details are hidden, and so are other companies named inside a review. They are not support tickets. The counts show what reviewers wrote, not ClientClue's view of the company's service. About these case studies
The rising problem
Messages a week about App crashes or closes unexpectedly
The top issues
What customers wrote about most
App lagging and slow response
56 messages, 9% of the total
“can't use the app most of the time because it's always lagging”
1 star “to load to current page is problem.”
1 star Airtime and data balance not updating
38 messages, 6% of the total. Rising in Week 7
“It won't display my current balances. That is airtime and data.”
1 star “I have 6.19GB yet I am getting messages I don't have data all day.”
1 star App crashes or closes unexpectedly
30 messages, 5% of the total. Rising in Week 7
“There is a bug currently causing the app to crash”
1 star “Bugged, won't open.”
4 stars Poor internet connection speed
22 messages, 4% of the total
“God punish una and ur poor network”
In English: Useless network, God punish you and your poor network.
1 star “It has a very weak internet connection. You may not finish your data bundle till it expires”
1 star App login authentication error
18 messages, 3% of the total
“getting this error message of "Downtime try again later"”
1 star “it keeps giving me error (cta)”
1 star
The weekly report, Week 7
What the team would read that week
The team received 95 messages this week with 66 negative reports. Rising issues include app crashes along with missing airtime and data balances.
- 95Messages that week
- 69%Negative
- 23Issues found
- 2Customers talking about leaving
App crashes or closes unexpectedly
9 this week, 5 a week before. Rising
Customers report the app closes unexpectedly or refuses to open when they try to purchase data.
Check this first: Inspect crash logs triggered when users tap on specific service logos on the home screen.
“it keeps closing the app automatically anytime I tap on the MtnfiberX logo”
In English: I am finding it difficult to subscribe, the app keeps closing automatically whenever I tap on the MTN FiberX logo.
1 star “today it won't open. can't buy data”
2 stars Airtime and data balance not updating
8 this week, 6 a week before. Rising
Users cannot view their airtime and data balances on the dashboard following the latest update.
Check this first: Verify balance display services and dashboard data fetching endpoints for recent update regressions.
“why can't I see my airtime balance”
1 star “I can't check my data or airtime balances again after the last update was done”
4 stars App lagging and slow response
8 this week, 3 a week before
Users experience extreme delays and freezing when attempting to log in or use the app.
Check this first: Review server response times and app loading performance during the authentication flow.
“This is the badest app i have met in this life i t should be called the lord of lagging”
1 star “it takes up to 100 minutes before logging in and even when I have network it still won't work.”
1 star Confusing and difficult new interface
5 this week, 7 a week before. Rising
Customers find the updated app interface confusing and struggle to locate their essential balances.
Check this first: Assess recent layout adjustments to confirm key account details are clear to navigate.
“the new app interface is really complicated and annoying unlike the old interface.”
1 star “I can't even see my airtime balance or data balance.”
1 star App login authentication error
3 this week, 8 a week before
Several customers report being entirely unable to log in to their accounts this week.
Check this first: Investigate authentication error rates to ensure login credentials validate correctly.
“Login issues as never changed... Back to [another network] 🙂”
1 star “can't even login”
1 star
Why customers left
Built from reviews with leaving language, not from a cancellations file.
Moved to a rival
2 customers, 100%
“I can't even see my airtime balance or data balance.”
1 star
Next case study