Winning the food platform game: What’s worse human error or digital blunder?

The online food delivery platform business is growing exponentially with the top 5 global players reaching a combined valuation of 10€ Billion. But the model of their business is facing ever-growing challenges that might threaten it’s scalability.

Our Gavagai insight team has done research on customer feedback about Uber EATS, Deliveroo, Just Eat, Foodpanda, and Talabat on Google Play and revealed very interesting insights on the markers or breakers in this competitive market!


Uber Eats Photo: Franklin Heijnen
Deliveroo Photo: shopblocks
Just Eat Photo: William Murphy
Foodpanda: Jon Russell

For the reader with a tight schedule, here’s a quick yet descriptive glance at what all companies seem to lack.

In short

Core problems

Insight nr. Ⅰ | The Drivers
Insight nr. Ⅱ | The Chat support
Insight nr. Ⅲ | The Technology

Issues regarding the driver refer to late deliveries, problems with navigation and difficulties communicating with the driver.

Issues regarding chat support refer to unresponsive chat support, slow response time and the chat supports’ inability to solve problems.

Issues regarding the technology refer to non-functioning location features, difficulties accessing the app and difficulties with credit card payments.

Long version

The aforementioned companies are the heavy hitters of the online food delivery market and whilst they’re doing terrific in regards to profits and growth, they seriously lack when it comes to customer review ratings. Frankly, their average review rating is quite bad. However, Gavagai is at your disposal and hopefully …if you decide to listen, we can help you make even more money. Needless to say, we don’t have a magic compass that’ll guide you to success. Though we work under the assumption that happy customers are good for business and something every company strives for. Nevertheless, here’s what we’ve gathered!

For the reader with a little more time, here’s a complete analysis of our five food delivery companies.

Core problems

Insight nr. Ⅰ | The Drivers

Ⅰ. Late drivers.
ⅠⅠ. Issues with navigation.
ⅠⅠⅠ. Difficulties communicating with the driver.

Insight nr. Ⅱ | The Chat support

Ⅰ. Unresponsive chat support.
ⅠⅠ. A long response time.
ⅠⅠⅠ. Chat agents’ inability to solve the problems.

Insight nr. Ⅲ | The Technology

Ⅰ. Non-functioning location features.
ⅠⅠ. Difficulties accessing the app.
ⅠⅠⅠ. Declined credit card payments.

All companies perform differently from insight to insight and while it’s difficult to answer what topics or insights are the most important, we’ve discovered that the insights can be categorized. The three categories are as follows: outperform, underperform and neutral. The categorization outperforms refer to one or two companies exceeding the others while underperform is the opposite and neutral referring to the companies either being equally good or equally bad… or equally neutral.

The dashboard for UberEats from this analysis.

The customer support is an insight that’s considered neutral. None of the companies have a high satisfaction level though it should be noted that Just Eat, FoodPanda, and Talabat are performing especially bad. With this in mind, the insight chat support is, at least for this review, somewhat useless. The reason being that companies don’t excel by being exactly the same as any other company. Instead, they excel by being different. For our food delivery companies, it does seem like the driver insight might be that factor. Both Uber Eats and Foodpanda excel regarding their drivers’ performance whilst Deliveroo, Talabat and Just Eat are struggling due to late drivers, lack of communication and their drivers’ difficulties finding the correct location.

The online food delivery market isn’t always a walk in the park though, and sometimes our beloved companies do in fact miss their mark. That error or underperformance seems to be the technology affiliated with their business. Foodpanda, UberEats, and Deliveroo are at the forefront of having faulty tech which might be their dealbreakers but also what drives customers away.

We do get that we lack the knowledge of providing information from a financial point of view. We don’t run the numbers though we at Gavagai work with how companies are being perceived. Analyzing key financial figures such as P/E and P/S are important but understanding what customers feel about a company is just as important, and that’s what we do. With the help of Gavagai, you have a unique option of evaluating your business from a customer point of view.

For one thing, the use of the topic “devices” suggests that the application might be lacking in its support for different platforms. Its occurrence with the topic “modified” might mean users with modified devices are experiencing issues.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Google Play.

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