We counted
922 messages read
- 15 weeks
- Public Google Play reviews
- English
- Pidgin
- Mixed
We found
53 issues found
- Counterfeit or low quality products
- Delivery fee too high
- Delayed delivery
We wrote
The weekly report
- 3 Rising
- 920 quotes checked
Jumia, an online marketplace
Counterfeit or low quality products started rising
10 messages in Week 14, against an average of 4.8 a week in the weeks before.
- 922Messages read
- 53Issues found
- 3Rising and New this week
- 920Quotes checked word for word
About these reviews: Public Google Play reviews of Jumia's app (one listing shared across countries): the newest 553 reviews of any rating, plus 425 more of the newest 1 and 2 star reviews, with 38 in Arabic script left out (940 in all; 922 kept after cleaning, and all 922 were read). Weeks before the newest stretch hold only 1 and 2 star reviews. Jumia 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 Counterfeit or low quality products
The top issues
What customers wrote about most
Counterfeit or low quality products
49 messages, 5% of the total. Rising in Week 14
“Your products are the best . I bought a [another app] Bluetooth speaker from jumia and it was delivered on time”
5 stars “jumia has always delivered excellent product, am proud of their services”
5 stars Delivery fee too high
40 messages, 4% of the total
“your delivery frees are too much”
4 stars “high cost for delivery”
1 star Delayed delivery
31 messages, 3% of the total
“the delivery time is long”
2 stars “But I didn't like that you guys delayed me”
4 stars App crashes or won't open
24 messages, 3% of the total
“it no longer works”
1 star “has a few connectivity issues”
3 stars Cannot log in
20 messages, 2% of the total
“it doesn't allow me log in my account”
1 star “keeps asking me to sign in and even when i try it fails”
2 stars
The weekly report, Week 14
What the team would read that week
We received 310 messages this week with 38 negative ones. There are 6 customers leaving.
- 310Messages that week
- 12%Negative
- 28Issues found
- 6Customers talking about leaving
Counterfeit or low quality products
10 this week, 4 a week before. Rising
Customers report receiving faulty or fake items that do not match the size shown on the app.
Check this first: Verify the product quality checks and return processes for third party sellers.
“selling faulty products , bought oraimo earbuds from them and it got it started malfunctioning”
1 star “lot of scammer sale fake products or shipping different products and no way to return or refund”
1 star App crashes or won't open
4 this week, 3 a week before
Customers report that the app crashes on launch and fails to load content.
Check this first: Review the latest app build stability and network connection errors.
“now it doesn't launch again on my phone.”
3 stars “dis annoying app don stop working o?! abeg mek una fix dis crashing nd network problem nau?!”
In English: This annoying app has stopped working. Please fix this crashing and network problem now.
1 star Delivery fee too high
4 this week, 3 a week before
Customers report being charged separate delivery fees for multiple items ordered together.
Check this first: Check the delivery fee calculation logic for combined orders.
“yall shouldn't be charging per product for deliveries to the same location.”
3 stars “charging separately for each item when the items are purchased at the same time and delivered together doesn’t seem fair.”
2 stars Delayed delivery
4 this week, 6 a week before
Customers report slow delivery times and poor customer service when orders are delayed.
Check this first: Inspect the dispatch times and tracking updates for delayed shipments.
“slow delivery, poor customer service. Will not recommend to anyone.”
1 star “till date it has not been delivered I need my money back”
1 star Cannot log in
2 this week, 0 a week before
Customers report being unable to log in using their email address or phone number.
Check this first: Test the login authentication systems for email and phone verification.
“I have not been able to login into my jumia account for the past 2 months.”
1 star “please can someone just fix the issue of not being able to login through email address or phone number”
3 stars
Why customers left
Built from reviews with leaving language, not from a cancellations file.
A product problem
3 customers, 50%
“up till now I am yet to receive my otp , I would have to get the sneakers from [another shop]”
3 stars A service problem
2 customers, 33%
“very bad, customer service horrible 😞 especially orji branch. [another shop] is the best”
1 star Money taken, nothing given
1 customer, 17%
“they eat my money because I slept back a very very bad app please don't download”
1 star
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