With the aim to make great food experiences accessible to everyone, Honestbee offers food delivery to customers in 16 cities in Asia. Although the foodservice company is growing fast, it appears that customers sometimes have to wait for hours to get their deliveries. And when customers try to contact the company through the chat support, the chat agents behave rudely.
What do we base our findings on?
Some customers had to wait for hours to receive their deliveries, while others found their orders canceled when they already had been waiting for a long time. Our analysis shows that “waiting” is often mentioned together with “hours”. The average grade for “waiting” is 1,71, which is below the overall average (2,44).
Customers also seem dissatisfied with the customer service, especially the chat support. The topic “chat” has an average grade of 1,56. Some reviewers claim that the chat agents rarely respond and when they do, they are rude to customers.
To improve customer satisfaction, we suggest this food delivery service take a look at how they can reduce waiting times and improve the customer service experience.
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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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