The importance of consistency, 5 712 reviews on Grubhub.
Grubhub is an online and mobile food ordering and delivery marketplace. The company’s online and mobile ordering platforms allow diners to order from more than 125 000 takeout restaurants in over 2 400 U.S. cities and London.
We wanted to see what we could learn by comparing food ordering services and how their services are being received by the customer. So we took 5 712 reviews about Grubhub and ran them through Gavagai explorer.
Here are 3 things we found interesting!
The topic “wait” has a grade of 1,33 / 5. This value is lower than the overall average grade of 2,14 / 5 for the project. The topic indicates customers waiting a very long time for their food to be delivered. In some cases the food was never delivered although it was claimed to be.
The topic “refund” is big negative driver. The analysis indicates customers being discontent with the refunds. This does not necessarily mean that the company does not refund their customers when issues occur.
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The biggest positive driver is the topic “fast”. The topic occurs in 8% of the texts and frequently occurs along with the topics delivered (in 28% of the cases) and order (in 28% of the cases). It is one of the least mentioned topics in this analysis.
What can we tell from this?
The overall average grade of this analysis is very low, with most of the topics being below average, except “fast”. This helps us understand what and how Grubhub can improve and expand.
We know that the fast service at Grubhub is very appreciated. But there are also many cases where customers have to wait for hours for their orders to arrive. We think consistency is key here for Grubhub to improve their overall delivery services.
As for the topic “refund”, there are indications that customers mostly get refunded if their order is faulty. But it regularly takes several days for the refund contra the several seconds it takes to pay. This is one of the reasons that drive the topic grade down.
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