We counted
866 messages read
- 5 weeks
- Public Google Play reviews
- English
- Mixed
- Pidgin
We found
72 issues found
- Fares too low for fuel costs
- App wallet top-up failing
- Drivers demanding higher prices
We wrote
The weekly report
- 6 Rising
- 1 New this week
- 825 quotes checked
inDrive, a ride-hailing app
Fares too low for fuel costs started rising
25 messages in Week 4, against an average of 6.3 a week in the weeks before.
- 866Messages read
- 72Issues found
- 7Rising and New this week
- 825Quotes checked word for word
About these reviews: Public Google Play reviews of inDrive, a ride-hailing app that runs in Nigeria and many other countries: the newest 600 English-listed reviews of any rating, plus more of the newest 1 and 2 star reviews (880 in all; 866 kept after cleaning, and all 866 were read). Google Play does not show where a reviewer lives, and about 1 in 8 of these reviews come from Pakistan (Roman Urdu, local wallets), so this case shows how ClientClue reads a mixed, many-country file. Weeks before the newest stretch hold only 1 and 2 star reviews. inDrive 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 Fares too low for fuel costs
The top issues
What customers wrote about most
Fares too low for fuel costs
102 messages, 12% of the total. Rising in Week 4
“petrol k hisab se fare bohat low he”
In English: Fares are very low compared to petrol prices, fuel is 400 per litre but company reduced rates.
5 stars “u people need to upgrade the Price bcos we driver's are facing a lot with fuel prices”
In English: The app is good, but you need to increase prices because drivers are struggling with fuel costs.
3 stars App wallet top-up failing
55 messages, 6% of the total. New in Week 4
“application me load deposite problem”
In English: Low fare rate per km and wallet deposit problem in the app.
1 star “top up Nahin ho raha hai”
In English: Hello brother, how are you, is your top up not working and you are worried?
5 stars Drivers demanding higher prices
41 messages, 5% of the total. Rising in Week 4
“recently it is really charging 100-200 extra every time on rickshaw ride and it is really the worst experience”
1 star “Drivers routinely ignore fair price offers, refuse to pick up passengers unless they pay well above the agreed fare”
1 star Drivers not accepting ride requests
25 messages, 3% of the total. Rising in Week 4
“no drivers take a rides proper time high fares”
1 star “30 to 40 drivers request dakh rahy hoty but accept ni krty”
In English: Many drivers just look at ride requests without accepting, and they charge high fares.
1 star Inaccurate map pins and routes
25 messages, 3% of the total. Rising in Week 4
“Sometime It Glitche Of Location I Open My Location But Instead Of My Location It's Place Another Near By Position..”
4 stars “maps suka nyasarin driver”
In English: Maps often mislead the drivers.
1 star
The weekly report, Week 4
What the team would read that week
The team received 115 messages this week with 108 negative reports. Most complaints focus on low driver earnings and wallet top up failures.
- 115Messages that week
- 94%Negative
- 28Issues found
- 2Customers talking about leaving
Fares too low for fuel costs
25 this week, 3 a week before. Rising
Drivers report that set fares are too low to cover current fuel costs.
Check this first: Review current fuel rates and base fare settings across all active zones.
“The fare rates are completely unacceptable and far below a reasonable level. Drivers have to cover fuel, maintenance, depreciation”
2 stars “petrol price 402 rs per liter or ghatia tareen company ka rates 30km ka 1000rs”
In English: Terrible company, petrol is 402 rupees per liter and this awful company sets rates at 1000 rupees for 30km. There is no logic...
1 star App wallet top-up failing
16 this week, 0 a week before. New this week
Customers say they cannot add money to the app wallet and support does not answer.
Check this first: Inspect payment gateway errors and recent app update changes for mobile top ups.
“pehle [another app] aur update ke bad [another app] dono application se topup nahi kar sakte”
In English: Pathetic, first [another app] and now after the update [another app] cannot top up either, only via credit card, and support gives no reply.
1 star “app ka recharge nahe ho rha hai support ki Janib sy koi reply nahe aaa rha hai.”
In English: The app recharge is not working and no reply is coming from support...
1 star Drivers demanding higher prices
10 this week, 3 a week before. Rising
Passengers report that drivers demand extra money and increase prices far above recommendations.
Check this first: Investigate ride pricing logs and driver bidding patterns for recent trips.
“the app suggest to raise fare to 210 then 240 then 270 ..mazak hai ?”
In English: The recommended fare is 185, then the app suggests raising it to 210, 240, then 270. Is this a joke?
1 star “the driver took extra money, and the company did not return it.”
1 star Drivers not accepting ride requests
8 this week, 5 a week before. Rising
Riders report long wait times because nearby drivers view requests but do not accept them.
Check this first: Check dispatch logs to see why available drivers reject incoming ride offers.
“waiting for a rider that had an issue accepting our request. No one came”
1 star “30 minutes wait kia Kisi na ride ni Uthai”
In English: Very bad service. I was with my family and waited 30 minutes, nobody accepted the ride, 30 drivers were viewing the request, very bad.
1 star Support unhelpful or unresponsive
6 this week, 1 a week before. Rising
Users state that customer support is unresponsive and fails to assist with reported problems.
Check this first: Review support ticket response times and unassigned queues from this past week.
“No customer service for a person whose phone was stolen by one of the Indrive riders.”
1 star “When drivers report a problem, they often don't get any response or proper help.”
1 star
Why customers left
Built from reviews with leaving language, not from a cancellations file.
Price
1 customer, 50%
“worst app never use it it is very expensive no one should ever use it use rapido instead”
1 star A service problem
1 customer, 50%
“Your driver completed the trip without picking me up.”
1 star
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