Customer Reviews (100)

Arjonilda Lila • 2025-03-31T06:58:48.536Z

Seher gute App

Callum Clark • 2025-03-31T06:50:50.146Z

just paid my statement for klarna to try n scam me with a load 9f pop ups for air pods etc and subscriptions. very dodgy will not be using klarna from now on

Marque Fernandez • 2025-03-31T06:50:42.830Z

excellent

Summary of Key Insights

Klarna's app receives overwhelmingly positive reviews, with users praising its ease of use, flexible payment options, and helpful reminders. The app is seen as a convenient alternative to credit cards, especially for managing finances and making larger purchases more affordable. However, negative reviews highlight issues related to customer service, unexpected charges, forced migration from Stocard, and limitations with loyalty card functionality. The forced migration from Stocard and the resulting data handling concerns are a significant source of negative feedback.

Overall Sentiment: Positive, with a strong skew towards 5-star reviews.

Quantitative Metrics:

  • Overall Rating: High (based on review distribution)
  • 5-Star Reviews: 75%
  • 1-Star Reviews: 16%

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, assuming recent reviews.
  • Analysis Methods: Sentiment analysis based on review text, keyword extraction to identify recurring themes and issues.

Key User Pain Points

  • Customer Service Issues: Difficulty reaching customer service, unhelpful responses, and unresolved disputes regarding charges are recurring complaints.
  • Stocard Migration Issues: Forced migration from Stocard, loss of functionality (e.g., missing loyalty cards, login problems), data privacy concerns, and the lack of an export function are major pain points. The requirement for a North American phone number for some users during login is also problematic.
  • Unexpected Charges/Billing Disputes: Users report being charged for items already paid for, difficulty resolving these issues with both Klarna and the retailer, and concerns about scam-like pop-ups.
  • Reduced Buying Power: Some users experienced a reduction in their buying power after canceling large orders, even after refunds were processed.
  • Power Payment Issues: Users have reported issues with using Klarna for power purchases, with payment plans not being offered despite a history of on-time payments.
  • Missing Loyalty Card Functionality: Klarna doesn't recognize all loyalty programs, and some cards don't function correctly after migration.

Frequently Requested Features

  • Stocard Data Export: Users want the ability to export their loyalty card data from Klarna.
  • Improved Customer Service: Users want more accessible and helpful customer support channels, including phone or email options.
  • Price Alerts (from PriceRunner): Users who were migrated from PriceRunner miss the price alert feature.

Strengths and Positive Aspects

  • Ease of Use: The app is generally considered easy to use and navigate.
  • Flexible Payment Options: Users appreciate the ability to split purchases into smaller, interest-free payments.
  • Helpful Reminders: Push notifications help users stay on track with payments.
  • Convenience: Klarna provides a convenient alternative to credit cards for managing finances and making purchases.
  • Cashback Rewards: Users appreciate the cashback rewards program.
  • Delivery Tracking: The delivery tracking feature is well-received.

Prioritized Action Recommendations

High Priority:

  • Address Stocard Migration Issues:
    • Provide a seamless and reliable migration process for Stocard users.
    • Implement a data export function for loyalty cards.
    • Fix login issues for users in different regions (e.g., Romania).
    • Ensure all loyalty cards function correctly after migration.
  • Improve Customer Service:
    • Increase the availability and responsiveness of customer service channels (e.g., phone, email).
    • Train customer service representatives to handle billing disputes and technical issues effectively.
    • Empower customer service to resolve issues quickly and efficiently.
  • Resolve Billing Disputes:
    • Implement a clear and transparent process for resolving billing disputes.
    • Improve communication between Klarna and retailers to ensure accurate billing.
    • Investigate and address instances of users being charged for items already paid for.

Medium Priority:

  • Restore Buying Power:
    • Investigate and resolve cases where users' buying power has been unfairly reduced.
    • Ensure that canceled orders and refunds are processed correctly and do not negatively impact buying power.
  • Improve Loyalty Card Functionality:
    • Expand the list of supported loyalty programs.
    • Allow users to manually add loyalty cards with custom logos and names.
  • Address App Speed Issues:
    • Optimize the app's performance to improve loading times.

Low Priority:

  • Reintroduce Price Alerts:
    • Explore the possibility of reintroducing price alerts for users who were migrated from PriceRunner.
  • Power Payment Issues:
    • Investigate and resolve issues with offering payment plans for power purchases.

Opportunities for Startup Ideas

  • Loyalty Card Data Management Platform: A platform focused solely on managing loyalty cards, offering robust data export options and compatibility with a wide range of loyalty programs. This could address the data ownership concerns raised by the Klarna/Stocard migration.
  • Dispute Resolution Service: A service that helps consumers resolve billing disputes with online retailers and payment providers, offering a more efficient and user-friendly process than current options.

Trends and Observations

  • Stocard Migration Backlash: A significant portion of negative reviews stem from the forced migration from Stocard, indicating a strong negative sentiment towards this transition and data handling practices.
  • Customer Service is a Key Differentiator: Positive reviews often highlight excellent customer service, while negative reviews frequently cite poor customer service as a major drawback. This underscores the importance of providing responsive and helpful customer support.
  • Regional Issues: Some users are experiencing issues related to their geographic location (e.g., North American phone number requirement), suggesting a need for better localization.
  • Language Preference: The reviews are predominantly in English, with a few in other languages.

Conclusion

Klarna's app is generally well-received due to its user-friendly interface and flexible payment options. However, the negative reviews highlight critical issues related to customer service, billing disputes, and the Stocard migration that need to be addressed. Prioritizing improvements in these areas will significantly enhance the user experience and improve the app's overall reputation. The forced migration from Stocard has created a significant negative perception that Klarna needs to actively mitigate.

Overall Recommendation: Focus on improving customer service, resolving billing disputes, and addressing the issues stemming from the Stocard migration to enhance user satisfaction and maintain a positive reputation.

Original App Link

https://play.google.com/store/apps/details?id=com.myklarnamobile