Insight nr. Ⅰ
The topic “cancel order” occurred in 1% of the reviews and has an average grade of 1,00 / 5. It’s related to the topics “delivery time” and “online ordering”. Some claimed their order had been canceled last-minute or that it was difficult to cancel. On some occasions, customers had canceled their orders, because they found out that the restaurant didn’t have what they wanted – but according to the app they did.
Insight nr. Ⅱ
The topic “online ordering” occurred in 1% of the reviews and has an average grade of 2,62 / 5. As mentioned previously, it seems that when ordering through the app, orders are sometimes not registered. Therefore, they’re not ready to be collected or they will not be delivered.
Insight nr. Ⅲ
The topic “delivery time” occurred in 2% of the reviews and has an average grade of 1,96 / 5. Some complained that they never received their orders. It was also mentioned that some canceled their orders after waiting for several hours.
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Conclusion and suggestion
After analyzing the data, we have two suggestions. The online ordering doesn’t work as it should, and the Steers App could probably create a more reliable ordering feature in the app in order to fix this. Also, the delivery time is sometimes way too long – we suggest they take a proper look at this issue.
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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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