Insight nr. Ⅰ
The topic “updates” occurred in 4% of the reviews and has an average grade of 2,00 / 5. Sentiment plateau in 2020. It was mentioned that in some cases, points weren’t updated after visiting a Spur restaurant. Some claimed that they couldn’t use the app after upgrading it, that they were receiving error messages, saying their phone number or card number was invalid.
Insight nr. Ⅱ
The topic “registration” occurred in 7% of the reviews and has an average grade of 1,19 / 5. It seems that after downloading the app, some had problem registering, getting an error when entering the date of birth. Some also complained they were unable to register the existing card, loyalty card, family card, etc.
Insight nr. Ⅲ
The topic “code generator” occurred in 3% of the reviews and has an average grade of 2,04 / 5. It was mentioned that the staff didn’t seem to know how to use the codes that were being generated. This is preventing customers from claiming their reward points through the app. Also, sometimes it wasn’t possible to redeem vouchers.
- If you found this analysis interesting, you might also be interested in our analysis of Popeyes!
Conclusion and suggestion
Our suggestions for Spur Steak Ranches are to improve the interface and work on the user experience aspects of the app. Other than that, maybe they could integrate a QR code to make it possible for users to scan and claim their points more efficiently.
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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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