There are few things more annoying than waiting for your food and when it finally arrives, it’s not the food you ordered. These are two recurring things we noticed from our analysis of 9 770 customer reviews of Foodpanda. Waiting times and receiving the wrong order are two topics that customers dislike regarding Foodpanda.
What do we base this on?
The topic “waiting” has a grade of 1,70 / 5, which is lower than the overall grade of 2,64 / 5. It is found in 6% of reviews and is often mentioned together with “hours” and “canceled”.
The topic “wrong” has a negative impact on the grade. It is only mentioned in 3% of the reviews but during April and May 2019, it occurred in more than 15% of all reviews. The topic is often mentioned in connection with “address” and “delivery”.
While the percentage of occurrence of these topics aren’t that high, it is an analysis of 9 770 reviews, even small percentages represent a lot of people. It seems also seems that the sentiment regarding these two topics is falling. Being hungry, waiting for food and then receiving food that you don’t eat, is not something customers appreciate at all. Figuring out a way to remedy this problem would likely help improve the grade for the service.
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The research team at Gavagai had run this analysis using our text analysis tool. Data in this article are collected from public data that is published on Google Play.
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