When it comes to e-commerce giants like Lazada and Shopee, user feedback is a critical metric that can reveal the strengths and weaknesses of each platform’s customer experience. Through Alterna Copilot’s feature, Insight Miner, we’ve explored recent user reviews from Google Play and the App Store to extract valuable insights from August to October, examining changes in customer sentiment and identifying themes impacting each platform’s performance.
As the holiday shopping season kicks off with major sales events like the 11.11 campaign, these platforms are under even greater scrutiny as users flock to score deals and discounts. But what’s the user experience looking like for both of these companies? What are users saying about their experiences on Lazada and Shopee during this high-demand period? Here’s what recent reviews reveal about the strengths and areas for improvement for both platforms.
Consistency in User Experience: Shopee vs. Lazada
Analyzing the oCX scores for both platforms reveals that Shopee maintained a more consistent user experience during this period. Shopee’s scores were 54, 50.4, and 49.8 from August to October, showing steady performance even as it slightly declined. Lazada, however, saw more fluctuation in its oCX scores, with a high of 55.2 in August, a sharp decline to 38.8 in September, and a significant recovery to 58.1 in October. This fluctuation suggests that while Lazada had periods of improvement, it also faced customer experience challenges that impacted its score during this time.
Top 3 Areas to Improve for Lazada
When analyzing Lazada’s performance with the negativity index as a metric, three key areas emerge where users express notable dissatisfaction: Ease of Use, Delivery Time, and Shipping Cost. Insight Miner reveals that Lazada receives slightly more negative feedback on these topics compared to its competitors, with Ease of Use (21.5% vs. 15.7%), Delivery Time (23.3% vs. 16.4%), and Shipping Cost (23.4% vs. 17.3%) being particularly problematic.
Delivery Time
Customer feedback shows a high level of frustration with Lazada’s delivery services, particularly around delays and failed delivery attempts. Many users report extended wait times, sometimes spanning weeks, with certain orders even being canceled without adequate communication. Complaints often center around Lazada’s logistics partner, LEX PH, which users blame for inconsistent service and unprofessional couriers. These issues lead to unfavorable comparisons with competitors like Shopee, which customers perceive as more reliable. Adding to the frustration, users mention difficulties in reaching helpful customer service, further impacting their overall satisfaction with Lazada’s delivery experience.
Shipping Cost
Another significant area of concern for Lazada users is the high cost of shipping. Many customers express disappointment over the removal of free shipping vouchers, feeling inconvenienced and confused by their inability to apply discounts at checkout. For some, the previous availability of free shipping was a valuable incentive that is now missed. Even when discounts are available, users feel that the shipping fees remain excessively high, leading to consistent complaints about affordability. The high shipping costs, combined with the lack of free shipping options, have created a sense of dissatisfaction that negatively impacts the overall shopping experience on Lazada.
Addressing these three areas could greatly improve Lazada’s customer experience, helping to reduce negative feedback and strengthen customer loyalty. In the first picture below, you can see the negativity index comparisons for the three topics, and in the second picture, you can see the specific issues Lazada users experience with Ease of Use.
Positive Momentum in October: Lazada’s Product Quality and Shopping Experience
By October, Lazada saw an increase in positive feedback, which correlated with a significant rebound in its oCX score. Insight Miner surfaced key themes reflecting a renewed sense of satisfaction among customers:
- “Product Satisfaction”
Many users praised the quality and utility of products they purchased, describing them as well-designed, comfortable, and aesthetically pleasing. Comments included words like “good,” “excellent,” and “beautiful,” demonstrating customer appreciation for the value of items available on Lazada. - “Lazada Experience”
In October, customers were more vocal about their positive experiences with Lazada’s platform, citing fast delivery, easy shopping processes, and attractive discounts. They praised Lazada’s reliability and expressed a strong preference for the platform, with some calling it their favorite shopping destination.
Shopee’s Stable Performance
In contrast to Lazada’s ups and downs, Shopee’s user feedback during this period remained relatively stable. While Shopee didn’t experience a dramatic improvement in its oCX scores like Lazada did in October, it also didn’t face the same level of decline as Lazada did in September. Shopee’s consistency in delivering a satisfactory user experience suggests that it may have been more effective in managing service quality and usability challenges during these months.
