Customer Reviews (950)

kamal singh • 2025-09-02T15:10:12.756Z

kitne din se complaint abhi tak kuch jawab nahi aaya na to complaint ka status dekh sakte or na hi call support hai

Rajesh Bhatt • 2025-09-02T13:52:57.169Z

excellent performance 👍

Abhi Shek • 2025-09-02T13:29:22.648Z

the worst part of this aap no one gives you any attention

Swachhata-MoHUA App Review Analysis

1. Summary of Key Insights

The Swachhata-MoHUA app, despite its good intentions, suffers from significant issues that result in a predominantly negative user experience. While some users praise its ease of use and potential for civic engagement, a vast majority express frustration over unresolved complaints, technical glitches, and a perceived lack of responsiveness from authorities. The app's core functionality – reporting and resolving civic issues – is severely undermined by these problems.

Key Strengths:

  • Easy to use interface (mentioned by some users).
  • Potentially useful for raising civic issues.
  • Good initiative in theory.

Key Weaknesses:

  • Lack of Action on Complaints: The most significant and recurring issue is the failure to address complaints submitted through the app. Many users report that their complaints remain unresolved for weeks, months, or even years.
  • Technical Issues: Users frequently encounter problems with OTP verification, location detection, image uploading, and general app stability (crashing, server errors).
  • Fake Resolutions: A concerning number of users report that their complaints are marked as "resolved" without any actual work being done, often accompanied by fake or irrelevant photos.
  • Poor Communication: Lack of updates, feedback, or contact from authorities contributes to user frustration.
  • Location inaccuracies: Many users complain that the app fails to accurately capture the location of complaints.

Overall Sentiment: Negative

Quantitative Metrics:

  • Overall Rating (based on provided data): Low, skewed heavily towards 1-star reviews.
  • Score Distribution:
    • 1-star: 731 (77%)
    • 2-star: 44 (4.6%)
    • 3-star: 22 (2.3%)
    • 4-star: 27 (2.8%)
    • 5-star: 126 (13.3%)
  • The majority of reviews are 1-star, indicating widespread dissatisfaction.

2. Data & Methodology Overview

  • Data Sample Size: 950 reviews.
  • Time Frame: Not explicitly stated, but the reviews appear to span several years, with many recent reviews indicating ongoing issues.
  • Analysis Methods:
    • Sentiment analysis (qualitative assessment of positive, negative, and neutral feedback).
    • Keyword extraction (identification of frequently mentioned issues and features).
    • Frequency analysis (quantifying the occurrence of specific complaints and requests).

3. Key User Pain Points

  • Unresolved Complaints: This is the most prominent pain point. Users feel the app is useless if their issues are not addressed.
  • Fake/False Resolutions: This is a major source of frustration, as it indicates a lack of accountability and a disregard for citizen concerns.
  • Technical Issues (OTP, Location, Uploads): These prevent users from even submitting complaints, rendering the app unusable.
  • Lack of Communication/Feedback: Users are left in the dark about the status of their complaints, leading to a sense of abandonment.
  • Inaccurate Location Services: The app often fails to accurately capture the location of the complaint.
  • App Crashing/Instability: Several users reported the app crashes frequently or is unstable.

4. Frequently Requested Features

  • Escalation Mechanism: Users want a way to escalate unresolved complaints to higher authorities.
  • Improved Location Accuracy: A more reliable location detection system, including manual address input.
  • Customer Support/Helpline: A way to contact app developers or relevant authorities directly for assistance.
  • Multiple Photo Uploads: Allow users to upload more than one photo to provide a clearer picture of the issue.
  • Video Uploads: Some users requested the ability to upload videos.
  • Dark Mode: One user requested a dark mode.
  • Regional Language Options: Several users expressed a desire for the app to be available in regional languages.
  • Search by Complaint ID: Users want to be able to search for their complaints by ID.
  • Ability to comment/add updates to existing complaints: User want to be able to add more information or context to their existing complaints.

5. Strengths and Positive Aspects

  • Ease of Use (Interface): Some users find the app simple and easy to navigate.
  • Good Initiative (in Theory): Many appreciate the concept of a government app for addressing civic issues.
  • Potential for Civic Engagement: The app has the potential to empower citizens to actively participate in improving their communities.
  • Quick Action (in some cases): A few users reported that their complaints were addressed promptly and effectively.

6. Prioritized Action Recommendations

High Priority:

  • Address Unresolved Complaints: Implement a system to ensure that all complaints are reviewed and addressed in a timely manner. Investigate and resolve the backlog of existing complaints.
  • Fix Technical Issues: Prioritize fixing OTP verification problems, location detection inaccuracies, and image uploading issues. Ensure app stability and performance across different devices.
  • Eliminate Fake Resolutions: Implement measures to prevent complaints from being marked as "resolved" without actual work being done. Require verifiable proof of resolution (e.g., geo-tagged photos).
  • Improve Communication: Provide regular updates to users on the status of their complaints. Implement a feedback mechanism for users to provide input on the resolution process.

Medium Priority:

  • Implement an Escalation Mechanism: Allow users to escalate unresolved complaints to higher authorities.
  • Add Customer Support/Helpline: Provide a way for users to contact app developers or relevant authorities directly for assistance.
  • Enhance Location Accuracy: Improve the location detection system and allow for manual address input.
  • Increase the number of photos that can be uploaded: Allow users to upload more than one photo to provide a clearer picture of the issue.
  • Add Video Uploads: Consider adding the ability to upload videos to provide more context.
  • Add a "Reopen Complaint" Button: If users are not satisfied with the resolution, allow them to reopen the complaint.

Low Priority:

  • Add Dark Mode: Implement a dark mode option for user preference.
  • Add Regional Language Options: Translate the app into regional languages to improve accessibility.
  • Allow Search by Complaint ID: Allow users to search for their complaints by ID.

7. Opportunities for Startup Ideas

  • Civic Issue Resolution Platform (with Accountability): A platform that guarantees resolution of civic issues within a specified timeframe, with penalties for non-compliance.
  • AI-Powered Complaint Verification System: A system that uses AI to verify the validity of complaints and the effectiveness of resolutions.
  • Citizen Engagement App (with Gamification): An app that incentivizes citizen participation in civic improvement through gamification and rewards.
  • Municipal Performance Monitoring Dashboard: A platform that tracks the performance of municipal corporations in resolving civic issues, based on data from citizen reports.
  • Image/Video Verification Service: A service for verifying the authenticity of photos and videos submitted as proof of resolution.

8. Trends and Observations

  • Language Preference: A significant portion of reviews are written in Hindi and other regional languages, suggesting a need for multilingual support.
  • Negative Sentiment Dominance: The overall sentiment is overwhelmingly negative, indicating a systemic problem with the app's functionality and the responsiveness of authorities.
  • Long-Standing Issues: Many users report that their complaints have remained unresolved for extended periods (weeks, months, or even years), suggesting a lack of progress over time.
  • Regional Disparities: Some users from specific cities/regions report consistently poor service, while others from different areas report better experiences, indicating regional disparities in implementation and responsiveness.
  • Recurring Technical Issues: The same technical issues (OTP, location, uploads) are mentioned repeatedly, suggesting a lack of effective bug fixing and maintenance.

9. Conclusion

The Swachhata-MoHUA app, while conceived with good intentions, is currently failing to meet its intended purpose. The overwhelming negative feedback highlights a critical need for significant improvements in app functionality, responsiveness, and accountability. Addressing the key pain points identified in this analysis is essential to restoring user trust and realizing the app's potential to empower citizens and improve civic conditions. Without these improvements, the app risks becoming a symbol of government inefficiency and a source of frustration for citizens.

Overall Recommendation: Prioritize addressing the high-priority issues immediately. Without significant changes, the app should be reevaluated for its continued usefulness.

10. Original App Link

https://play.google.com/work/apps/details?id=com.ichangemycity.swachhbharat