Review analysis of Shipt emphasizes the need for a cancelation option

Caption of a basket with vegetables.
Photo:  leoniewise

Insight nr. Ⅰ
The topic “membership” occurred in 6% of the reviews and has an average grade of 2,03 / 5. Some complained that they had to call customer service to be able to cancel their membership. It was mentioned that they wished they could cancel in the app. In some cases, users didn’t receive any response, which as a result postponed the ability to proceed with the cancelation. This would cause customers to lose their money when they wish to end their trial period.

Insight nr. Ⅱ
The topic “update” has an average grade of 2,61 / 5 and occurred in 4% of the reviews. Customers were reportedly not satisfied with the overall functionality of the app, after the latest update. This includes cancelation options, as mentioned before, difficulties to update your order and the app runs slow.

Insight nr. Ⅲ
The topic “call center” occurred in 2% of the reviews and has an average grade of 2,51 / 5. As mentioned previously, some were dissatisfied with the fact that they had to call the call center to be able to cancel their membership. It was also mentioned that some customers were put on hold for a long time, before being able to speak to someone.

Caption of the topic “membership” from the dashboard of this analysis.

Shipt should be happy – only one solution will solve a lot

After analyzing Shipt customer review data, the conclusion is rather easy to make. Shipt needs to create a reliable cancelation feature in the app – ASAP!

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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