Yelp: Food, Delivery & Reviews

User Experience Report

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

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All Insights

TOP INSIGHTS

A weekly roundup of Yelp: Food, Delivery & Reviews's key feedback

Forced App Downloads

Many users are frustrated with Yelp's insistence on downloading the app to access full reviews or features, which is seen as intrusive and unnecessary. Approximately 20% of users express dissatisfaction with this forced app download requirement. Example: 'I just wanted to read a single review, but Yelp forced me to download the app, which is ridiculous.'

I just wanted to read a single review, but Yelp forced me to download the app, which is ridiculous.

Review Manipulation Concerns

Users are concerned about Yelp's alleged manipulation of reviews, where positive reviews are hidden unless businesses pay for advertising. This practice is perceived as unfair and deceptive, affecting around 15% of users. Example: 'Yelp hides my positive reviews unless I pay for ads, which feels like extortion.'

Yelp hides my positive reviews unless I pay for ads, which feels like extortion.

App Performance Issues

Frequent app crashes and glitches are a significant pain point, with users reporting issues like the app not loading or crashing during use. This affects approximately 10% of users. Example: 'The app keeps crashing and won't let me log in, making it unusable.'

The app keeps crashing and won't let me log in, making it unusable.

Inadequate Customer Support

Users are frustrated with the lack of effective customer support, especially when dealing with account issues or review disputes. This affects about 8% of users. Example: 'I can't get any help from Yelp's support to resolve my account issues.'

I can't get any help from Yelp's support to resolve my account issues.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Zomato

Zomato receives high praise for its user-friendly interface, quick delivery, and reliable service, especially appreciated by users ordering from abroad. However, some users express frustration with customer service and issues with stale food.

#2 RUNNER UP

Yelp: Food, Delivery & Reviews

Yelp is appreciated for its extensive reviews and helpfulness in finding local businesses, but users are frustrated by the app's forced usage and perceived bias in review moderation. Many users find it indispensable for travel and local exploration.

#3 Straggler

Google Maps

Google Maps is valued for its reliability and comprehensive features, including reviews and navigation. However, recent updates have led to user dissatisfaction due to route changes and technical issues, prompting some to seek alternatives.

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Nuggets

Major Highlights of the Week

App Installation Frustration

Users are frustrated with being forced to download the Yelp app to access full reviews or features, which they find intrusive and unnecessary. This practice is perceived as a barrier to user engagement and negatively impacts the user experience.

I just wanted to read a single review, but the website kept redirecting me to download the app.

Review Manipulation Concerns

There are allegations that Yelp manipulates reviews, favoring businesses that pay for advertising while hiding or removing genuine reviews. This practice raises concerns about the platform's integrity and trustworthiness.

Yelp removes negative reviews in favor of retail businesses, making it a dishonest platform.

Customer Service Issues

Users report difficulties in reaching Yelp's customer service for resolving issues like account access and review disputes, leading to frustration and dissatisfaction. The lack of direct support channels exacerbates these problems.

It's been almost impossible to speak to a person directly on why my reviews are gone.

App Performance Problems

The Yelp app is criticized for frequent crashes, glitches, and connectivity issues, which hinder its usability and reliability. These technical problems detract from the overall user experience.

The app is constantly crashing and not working correctly despite it being freshly updated.

Ad Overload

Excessive advertising within the Yelp app disrupts the user experience, making it difficult for users to access content and navigate the platform effectively. This ad saturation is a significant source of user dissatisfaction.

All I get are ads. I am unable to look at complete reviews.

Inaccurate Business Information

Users encounter outdated or incorrect business information on Yelp, such as operating hours and locations, leading to wasted time and inconvenience. This issue undermines the platform's reliability as a local business guide.

I went to a location that was closed despite Yelp showing it as open.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Installation Frustration

Review Manipulation Concerns

Customer Service Issues

App Performance Problems

The Yelp app is criticized for frequent crashes, glitches, and connectivity issues, which hinder its usability and reliability. These technical problems detract from the overall user experience.

Ad Overload

Inaccurate Business Information

Quotes of the week

Hear from some of the most impactful users to drive changes

I recently tried to voice my opinion for a restaurant in my area that has behaved very negatively toward customers and Yelp restricted my voice due to the influx of negative reviews. I understand that Yelp might want to prioritize reviews based on food and ambiance, but in this era people want to go to restaurants that align with their values, or at least aren’t outwardly hostile to customers based on race, class, etc. When you restrict the ability for the community to voice their anger you don’t actually reflect the reality of the situation - I and other Yelp users want to know which restaurants have been review bombed due to their bad behavior so we can keep our hard earned dollars for better and more ethical businesses!

Nunya40404

I hate the fact that they allow negative reviews from people you don’t even do work for and will not remove. There are certain people in this world that are just miserable and leave negative reviews and they need to do a better job of screening those people because it really hurt. They do great work.

Mike Wick77

Been a yelp user and yelp elite for about 15 years. All of a sudden of nowhere they removed my elite status and said 'I was using yelp to self promote my own business'. I don’t have a business. There is no one to speak to and or no way to appeal or explain.

Anthony76...........

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The quotes of the week

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User Experience Report

Report Date

Yelp: Food, Delivery & Reviews

Top Insights This Week

Forced App Downloads

Review Manipulation Concerns

App Performance Issues

Inadequate Customer Support

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

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

Stay on top of your feedback with alerts