Arby’s mobile ordering needs improvement

Caption of a Arby’s.

Insight nr. Ⅰ
The topic “mobile ordering” occurred in 6% of the reviews and has an average grade of 1,49 / 5. It’s related to the topic “deals”. First of all, it seems that it’s unclear that not every location offers mobile ordering. Some customers didn’t see the point of using the app if there are no mobile ordering options.

Insight nr. Ⅱ
The topic “account access” occurred in 3% of the reviews and has an average grade of 1,08 / 5. It was mentioned that some couldn’t get past sign-in. This is because the app wouldn’t send the email, with the verification code so that the user could verify their email account.

Insight nr. Ⅲ
The topic “deals” occurred in 16% of the reviews and has an average grade of 1,91 / 5. Sentiment decreases in 2020. Some complained about the lack of deals, coupons, promos, and rewards.

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

Conclusion and suggestions

We would suggest Arby’s implement a coupon system to make it worthwhile for customers, and also – boost sales! Our analysis of Arby’s shows that the app often freezes. Another important suggestion is to make mobile ordering more reliable. This is important now during the Corona crisis, we want to avoid handing over cards or cash.

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 the App Store.

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