Steers’ App seems to be in great need of being fixed

Caption of a Steers restaurant.
Photo: Chris Bloom

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.

Caption of the topic “cancel order” from the dashboard of this analysis.

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.

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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