Customer Reviews (100)

M. Achyuth • 2025-05-02T18:25:44.625Z

very worst app, even Swiggy is better than zomato... basically I was faced 2 times .. 2 issues.. I was received very less quantity orders ... generally they given good quantity... they deliver very less .. that time I was requested to help ... zomato said please wait 72hrs .. it's very ridiculous... same situation Swiggy they are at least paied back 50%

Prateek Banole • 2025-05-02T18:24:55.477Z

Too costly...Thank you

CHANDAN THAKUR • 2025-05-02T18:18:14.466Z

perfect

Summary of Key Insights

Zomato enjoys a generally positive sentiment, with a high percentage of 5-star reviews. However, a significant minority of users report negative experiences related to customer support, delivery issues (timing, accuracy, and high charges), and order cancellations. The positive aspects revolve around convenience, food variety, and occasional good deals. The app's strengths are undermined by inconsistencies in service quality and responsiveness to user problems, suggesting a need for improvements in these areas.

Overall Rating (based on score distribution): High positive sentiment, but with notable pain points. Score Distribution: {"1":20,"2":1,"3":3,"4":12,"5":64}

  • 5-star: 64%
  • 4-star: 12%
  • 3-star: 3%
  • 2-star: 1%
  • 1-star: 20%

Key Strengths: Variety of food options, convenient ordering, occasional deals. Key Weaknesses: Poor customer support, delivery issues (delays, high charges, order accuracy), order cancellations, and perceived false promises.

Data & Methodology Overview

Data Sample Size: 100 reviews Time Frame: Not specified (assuming recent reviews as of the date of analysis). Analysis Methods: Sentiment analysis (manual interpretation of star ratings and review text), keyword extraction (identifying frequently mentioned terms related to issues and praise), and thematic analysis (grouping similar issues and suggestions).

Key User Pain Points

  • Poor Customer Support: Many users reported negative experiences with customer support, describing it as slow, unresponsive, and unable to resolve issues effectively. Some mentioned the lack of human interaction and reliance on AI.
  • Delivery Issues:
    • Delays: Late deliveries are a recurring complaint, even when the restaurant is nearby.
    • High Delivery Charges: Several users mentioned that delivery charges are too high.
    • Inaccurate Orders/Quantity: Some users reported receiving less quantity than expected or incorrect orders.
    • Delivery Partner Issues: A user reported a delivery partner marking the order as delivered without actually delivering it.
  • Order Cancellations: Users expressed frustration with orders being cancelled at the last minute, sometimes after payment.
  • False Promises/Misleading Information: Users felt misled by delivery timings and other promises made by the app.
  • Zomato Gold Issues: Frustration was expressed by a user regarding Zomato Gold membership service.
  • Food Quality Concerns: A user complained about the quality of food delivered from certain restaurants.
  • Cancellation Policy: A user reported the lack of cancellation option even seconds after order placement.

Frequently Requested Features

Based on the provided reviews, specific feature requests are not explicitly mentioned. However, implicit requests include:

  • Improved Customer Support: Faster response times, more effective issue resolution, and access to human representatives.
  • More Accurate Delivery Estimates: Real-time tracking and reliable delivery time predictions.
  • Lower Delivery Charges: More competitive and transparent pricing.
  • Better Order Management: Improved cancellation policies and order accuracy.
  • Better Restaurant Quality Control: Ensuring restaurants maintain food quality standards.

Strengths and Positive Aspects

  • Convenience: Users appreciate the ability to order food from home.
  • Variety of Options: The wide selection of restaurants and cuisines is a major draw.
  • Good Deals/Offers: Users occasionally mention enjoying discounts and promotions.
  • Ease of Use: Some users find the app easy to navigate and use.
  • Fast Delivery (Sometimes): Some users report fast delivery times.

Prioritized Action Recommendations

High Priority:

  • Improve Customer Support:
    • Increase staffing and training for customer support teams.
    • Implement a more efficient issue resolution process.
    • Offer multiple channels for customer support (e.g., phone, email, chat).
    • Reduce reliance on AI chatbots and provide access to human representatives.
  • Address Delivery Issues:
    • Optimize delivery routes and logistics to reduce delays.
    • Negotiate lower delivery fees with restaurants and delivery partners.
    • Implement stricter quality control measures to ensure order accuracy.
    • Investigate and address issues with delivery partners marking orders as delivered prematurely.
  • Improve Order Cancellation Policy:
    • Provide a reasonable window for order cancellations, especially shortly after placement.
    • Clearly communicate cancellation policies to users.

Medium Priority:

  • Enhance Transparency:
    • Provide more accurate delivery estimates.
    • Clearly communicate any changes to delivery timings.
    • Ensure that restaurant menus and pricing are up-to-date.
  • Restaurant Quality Control: Implement measures to ensure consistent food quality across partnered restaurants.
  • Address Zomato Gold Issues: Review and improve the service offered by Zomato Gold to ensure customer satisfaction.

Low Priority:

  • UI/UX Improvements: While not a major concern, continuously improve the app's user interface and experience based on user feedback.

Opportunities for Startup Ideas

  • AI-Powered Delivery Optimization: A startup could focus on developing AI-powered algorithms to optimize delivery routes and predict delivery times more accurately.
  • Restaurant Quality Certification: A service that certifies restaurants based on hygiene, food quality, and customer reviews, providing users with a more reliable dining experience.
  • Customer Support Automation with Empathy: Develop a customer support platform that combines automation with empathetic AI to provide personalized and effective support.

Trends and Observations

  • Language Preferences: A mix of English and Hindi reviews suggests a strong user base in India.
  • Comparison with Swiggy: Several users directly compare Zomato with Swiggy, indicating that they are direct competitors. The comments suggest that Swiggy is sometimes perceived as having better customer service.
  • Inconsistent Experiences: The wide range of reviews, from highly positive to extremely negative, indicates inconsistencies in the user experience.

Conclusion

Zomato has a strong foundation with its wide selection of restaurants and convenient ordering process. However, negative experiences related to customer support, delivery issues, and order cancellations are undermining its potential. Addressing these pain points should be a top priority. Focusing on improving customer support, delivery logistics, and transparency will be crucial for retaining existing users and attracting new ones. The competitive landscape with Swiggy necessitates a relentless focus on service quality and customer satisfaction.

Overall Recommendation: Zomato needs to prioritize improvements in customer support and delivery reliability to address key user pain points and maintain its position in the market.

Original App Link

https://play.google.com/store/apps/details?id=com.application.zomato