ToYou

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of ToYou's key feedback

Poor Customer Support

Many users express frustration with the customer support, citing slow response times and unhelpful resolutions. Approximately 40% of users report issues with customer service, leading to unresolved problems and dissatisfaction.

Customer service is unresponsive and takes hours to reply, leaving issues unresolved.

Delivery Delays

Users frequently complain about long delivery times and inaccurate order tracking, with around 30% of users experiencing significant delays. This affects the overall reliability of the service.

Orders take too long to arrive, and the tracking system is inaccurate.

Order Inaccuracies

A significant number of users report receiving incorrect or incomplete orders, with about 25% mentioning this issue. This leads to dissatisfaction and a lack of trust in the service.

I received an incomplete order, and customer service did not resolve the issue.

Payment and Refund Issues

Users are frustrated with payment and refund processes, with approximately 20% experiencing difficulties in getting refunds or having money deducted without proper service. This creates a negative financial impact on users.

They deducted money from my account and never refunded it, despite multiple complaints.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Talabat

Talabat receives mixed feedback with many users complaining about poor customer service, frequent order cancellations, and issues with refunds. However, some users appreciate the fast delivery and the variety of restaurants available.

#2 RUNNER UP

HungerStation

HungerStation is criticized for high delivery fees, poor customer service, and frequent order errors. Users express frustration with the app's lack of responsiveness and the difficulty in obtaining refunds.

#3 Straggler

ToYou

ToYou has a mix of positive and negative feedback. While some users praise the app for its fast delivery and good earning potential for riders, others criticize it for poor customer service, technical issues, and unfair treatment of delivery drivers.

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Nuggets

Major Highlights of the Week

Customer Service Delays

Customer service response times are excessively long, often taking hours to address issues, leading to customer frustration and unresolved problems.

I waited over two hours for a response from customer service, and my issue still wasn't resolved.

Order Inaccuracy

Orders frequently arrive incomplete or incorrect, with no effective resolution or compensation from customer support.

I received my order missing several items, and customer service did nothing to resolve it.

Refund Issues

Refund processes are inefficient, with customers reporting difficulties in getting their money back for undelivered or incorrect orders.

I was promised a refund for an incorrect order, but after multiple follow-ups, I still haven't received it.

App Functionality Problems

The app has significant functionality issues, including login problems and forced location permissions, which hinder user experience.

I can't log into the app, and it forces me to enable location services at all times.

Driver Payment Concerns

Drivers face low delivery fees and delayed payments, causing dissatisfaction and financial strain.

The delivery fee is only 9 SAR, which is not enough to cover my expenses, and payments are always delayed.

Order Assignment Issues

Orders are often assigned to drivers far from the pickup location, leading to inefficiencies and increased delivery times.

I was assigned an order 15 km away, which is too far and inefficient for delivery.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Customer Service Delays

Customer service response times are excessively long, often taking hours to address issues, leading to customer frustration and unresolved problems.

Order Inaccuracy

Orders frequently arrive incomplete or incorrect, with no effective resolution or compensation from customer support.

Refund Issues

Refund processes are inefficient, with customers reporting difficulties in getting their money back for undelivered or incorrect orders.

App Functionality Problems

The app has significant functionality issues, including login problems and forced location permissions, which hinder user experience.

Driver Payment Concerns

Drivers face low delivery fees and delayed payments, causing dissatisfaction and financial strain.

Order Assignment Issues

Orders are often assigned to drivers far from the pickup location, leading to inefficiencies and increased delivery times.

Quotes of the week

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The delivery fees are too high compared to the order value, making it not worth using the app.

HakShogun

Customer service is unresponsive and unhelpful, making it frustrating to resolve issues.

Boknoy69

The app often assigns orders from far away locations, causing delays and low earnings for riders.

Salman Khan

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User Experience Report

Report Date

ToYou

Top Insights This Week

Poor Customer Support

Delivery Delays

Order Inaccuracies

Payment and Refund Issues

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

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Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

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