Customer Reviews (500)

Chichomandarria • 2025-03-24T03:57:24-07:00

Una app que realmente vale la pena, la vi en una recomendación en insta y al llegar a Madrid la descargué y me ha ido super con ella

bythetooth • 2025-03-23T14:12:00-07:00

says it does voice navigation but does so maybe 5% of the time if I’m lucky, so extremely annoying when trying to navigate somewhere without being lost. it’s a crucial feature for visually impaired and/or disabled people which is an ADA violation and unethical especially if you are advertising you do so, and especially if you are charging people to use that feature. ableist and disappointing

Mr. Muggilutty • 2025-03-22T15:34:04-07:00

This so is so helpful. I’m travel internationally a decent amount and it has by far the best and most accurate mapping.

Summary of Key Insights

Citymapper is a highly regarded app, particularly praised for its accuracy, ease of use, and comprehensive multimodal transportation options. Users appreciate its ability to simplify navigation in complex urban environments. However, recent reviews indicate growing concerns about app stability, accuracy of real-time data, and lack of responsiveness from customer support. While the app enjoys a strong base of loyal users, addressing these issues is crucial to maintain its reputation and prevent users from switching to alternatives. Overall sentiment is positive, but the increasing number of negative reviews highlighting specific bugs and inaccuracies warrants immediate attention.

Quantitatively, the app has a generally positive rating, but the significant percentage of 1-star reviews (13%) indicates a notable dissatisfaction among a segment of users. The score distribution is heavily skewed towards 5-star reviews (68%), but the presence of lower ratings suggests issues that need to be addressed.

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Reviews collected up to May 17, 2024.
  • Analysis Methods:
    • Sentiment Analysis: Categorizing reviews as positive, negative, or neutral based on the language used.
    • Keyword Extraction: Identifying frequently mentioned terms related to features, bugs, and user experience.
    • Frequency Analysis: Counting the occurrence of specific issues and feature requests.

Key User Pain Points

  • Inaccurate Real-Time Data: Many users report inaccurate train and bus times, leading to missed connections and frustration. This is a major pain point, especially in time-sensitive situations.
  • App Instability and Crashing: Several reviews mention frequent crashing, freezing, and general instability, rendering the app unusable.
  • Location Inaccuracy: Inaccurate GPS and location tracking, particularly in subways or while walking, causing users to get lost or miss their stops.
  • Lack of Dark Mode: A recurring request for a dark mode to improve usability in low-light conditions.
  • Poor Customer Support: Users complain about the lack of response from customer support when reporting issues or seeking assistance.
  • Broken Widgets: Some users report that widgets are broken or not functioning properly.
  • Excessive Battery Drain: Several users have reported the app consuming a significant amount of battery power.
  • Forced App Stays Open: Reports of the app remaining active in the background even after being closed, leading to battery drain and privacy concerns.

Frequently Requested Features

  • Dark Mode: A highly requested feature to improve usability in low-light conditions and reduce eye strain.
  • Multiple Stops Planning: The ability to plan routes with multiple destinations.
  • Offline Functionality Enhancements: Improvements to offline maps and route planning.
  • Improved Accuracy: Overall improvement of real-time data and location accuracy.
  • Route Customization: Options to customize routes based on preferences such as "safest route," "luggage friendly," or to avoid certain types of transportation.
  • Ability to Filter Transportation Modes: Users want to be able to filter out specific modes of transportation they don't want to use.
  • Specific Station Widget: A widget or live activity for a specific station without needing to start navigation.

Strengths and Positive Aspects

  • Ease of Use: Many users praise the app for its intuitive interface and user-friendly design.
  • Comprehensive Multimodal Transportation Options: Users appreciate the app's ability to combine different modes of transportation (bus, subway, train, walking, cycling, etc.) into a single route.
  • Accurate Directions: When the app is working correctly, users find the directions to be accurate and reliable.
  • Step-by-Step Guidance: Users appreciate the turn-by-turn navigation and detailed instructions.
  • City Coverage: The app's wide coverage of cities around the world is a major selling point.
  • Real-Time Updates: Users value the real-time information on delays, disruptions, and arrival times (when accurate).
  • Offline Maps: The availability of offline maps is appreciated, especially in areas with limited connectivity.
  • "Best Doors" Feature: The feature that tells users where to stand on the platform to be closest to their exit is highly praised.

Prioritized Action Recommendations

High Priority:

  • Address App Stability Issues: Investigate and fix the reported crashing, freezing, and instability problems. This is critical to prevent user churn.
  • Improve Real-Time Data Accuracy: Focus on improving the accuracy of train and bus arrival times and location tracking. This is a core feature, and inaccuracies erode user trust.
  • Enhance Customer Support: Improve responsiveness to user inquiries and bug reports. Acknowledge and address user feedback promptly.

Medium Priority:

  • Implement Dark Mode: Add a dark mode option to improve usability and cater to user preferences.
  • Optimize Battery Usage: Investigate and reduce the app's battery consumption.
  • Fix Broken Widgets: Ensure widgets are functioning correctly and providing accurate information.
  • Improve Walking Directions: Enhance walking directions with clearer instructions and landmarks.

Low Priority:

  • Add Multiple Stops Planning: Implement the ability to plan routes with multiple destinations.
  • Allow Route Customization: Provide options to customize routes based on user preferences (e.g., safest route, luggage friendly).

Opportunities for Startup Ideas

  • Hyperlocal Transit Data Verification Service: A service that crowdsources real-time transit data to improve accuracy, particularly in areas where official data is unreliable.
  • Personalized Navigation Assistant: An AI-powered navigation app that learns user preferences and provides customized route recommendations based on their individual needs and priorities (e.g., safety, cost, speed).
  • Transit Gamification App: An app that gamifies public transportation by rewarding users for taking eco-friendly routes or exploring new areas.
  • Accessibility-Focused Navigation App: An app specifically designed for users with disabilities, providing detailed information on accessibility features of transit systems and routes.

Trends and Observations

  • Language Preference: The majority of reviews are in English, but there are also reviews in Spanish, French, and Chinese, indicating a global user base.
  • Recent Decline in Performance: Many reviews from the past few months express concerns about the app's stability and accuracy, suggesting a recent decline in performance.
  • Geographic Variations: Some users report issues specific to certain cities or transit systems, indicating that the app's performance may vary depending on the location.
  • Positive Sentiment from Long-Time Users: Many long-time users express loyalty to the app and praise its past performance, but are increasingly frustrated with recent issues.

Conclusion

Citymapper remains a valuable tool for urban navigation, but recent issues with stability, accuracy, and customer support are eroding user trust. Addressing these problems should be a top priority to prevent user churn and maintain the app's reputation. Implementing requested features such as dark mode and improved route customization can further enhance the user experience and solidify Citymapper's position as a leading transit app. The app has the opportunity to continue to improve and meet the needs of its users.

Original App Link

https://apps.apple.com/us/app/citymapper-all-live-transit/id469463298?uo=2