Customer Reviews (100)

Chad Boerst • 2025-03-31T02:03:48.346Z

Having this app is worth the discounts.

Shani Brown • 2025-03-31T01:52:29.898Z

Great

Cesar Cedeno • 2025-03-30T23:29:48.840Z

The recent update from March 30th is awful. The new interface is confusing, especially in the 'lock price' section. The previous version was clean and simple.

Summary of Key Insights

The 7-Eleven app receives mixed reviews, with a significant number of users praising its rewards program, deals, and convenience. However, a substantial portion of users experience technical issues, particularly with login, account registration, app crashing, and problems with the 7-Eleven Wallet. The "Price Lock" feature receives both praise and criticism, indicating potential usability issues. Customer service responsiveness is also a concern. The app has a slightly positive overall sentiment, driven by the high number of 5-star reviews, but the significant number of 1-star reviews indicates serious problems for a subset of users.

Overall Rating (based on review scores): Approximately 4.0 (weighted average based on the score distribution). Score Distribution:

  • 5-star: 61%
  • 4-star: 8%
  • 3-star: 4%
  • 2-star: 2%
  • 1-star: 25%

Key Strengths: Rewards program, deals, convenience, friendly staff (mentioned in store-specific reviews). Key Weaknesses: Technical issues (login, crashing, account problems, wallet issues), customer service responsiveness, usability of "Price Lock" feature.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but likely recent based on the update mentioned in one of the reviews (March 30th).
  • Analysis Methods: Sentiment analysis (qualitative assessment of positive, negative, and neutral feedback), keyword extraction (identifying frequently mentioned terms and issues), and thematic analysis (grouping related issues and strengths).

Key User Pain Points

  • Login/Account Issues: Many users report being unable to log in, register, or update their phone numbers. The email verification loop is a recurring problem. This is a critical issue preventing users from accessing the app's features.
  • App Crashing/Technical Glitches: The app crashes frequently, especially after updates. Some users report the app not opening at all. This severely impacts usability and user experience.
  • 7-Eleven Wallet Problems: Users experience issues loading money onto the 7-Eleven Wallet and selecting payment methods. This hinders the contactless payment functionality.
  • Rewards Issues: Problems with redeeming points, invalid barcodes, and points disappearing after a period of inactivity. This undermines the core value proposition of the app.
  • Price Lock Usability: Confusing interface and functionality within the "Price Lock" section.
  • Customer Service: Slow response times and unhelpful solutions from customer service.
  • Inconsistent Experience: Some 7-Eleven locations not accepting online rewards for gas.

Frequently Requested Features

  • More reliable app performance (stability and bug fixes).
  • Simplified login and account recovery process.
  • Improved 7-Eleven Wallet functionality.
  • More consistent rewards program across all locations.
  • Better integration with Google Wallet.
  • A simpler, less cluttered app design.

Strengths and Positive Aspects

  • Rewards Program: Users appreciate the ability to earn points and redeem them for free food and drinks.
  • Deals and Discounts: The app provides access to exclusive offers and money-saving deals.
  • Convenience: The app offers convenient features like mobile checkout and delivery.
  • Friendly Staff: Many users praise the friendly and helpful staff at their local 7-Eleven stores (although this is more about the store experience than the app itself).
  • Price Lock Feature: Some users find the Price Lock feature helpful for saving money on gas.

Prioritized Action Recommendations

High Priority:

  • Fix Login/Account Issues: Implement a robust and reliable login/account recovery process. Address the email verification loop problem.
  • Address App Crashing/Technical Glitches: Prioritize bug fixes and performance improvements to eliminate app crashes and technical glitches.
  • Improve 7-Eleven Wallet Functionality: Resolve issues with loading money and selecting payment methods in the 7-Eleven Wallet.
  • Enhance Customer Service Responsiveness: Improve customer service response times and provide more helpful solutions.

Medium Priority:

  • Streamline Price Lock Usability: Simplify the interface and functionality of the "Price Lock" feature.
  • Ensure Rewards Program Consistency: Ensure that the rewards program is consistently applied across all 7-Eleven locations.
  • Address Rewards Redemption Issues: Resolve issues with redeeming points and ensure that barcodes are valid.
  • Implement Points Expiration Warning: Provide a clear warning to users before their points expire.

Low Priority:

  • Consider Design Simplification: Evaluate the app's design and consider a simpler, less cluttered interface.

Opportunities for Startup Ideas

  • Hyperlocal Deal Aggregator for Convenience Stores: An app that aggregates deals and rewards programs from multiple convenience store chains in a specific geographic area.
  • Gamified Rewards Program Platform: A platform that allows convenience stores to create and manage engaging, gamified rewards programs to increase customer loyalty.
  • AI-Powered Customer Service Chatbot for Convenience Stores: An AI-powered chatbot that can answer customer questions, resolve issues, and provide personalized recommendations.

Trends and Observations

  • Negative Sentiment Associated with Updates: Several negative reviews mention issues arising after recent updates, suggesting a need for more thorough testing before releases.
  • Location-Specific Feedback: Some reviews focus on the quality of service and cleanliness at specific 7-Eleven locations, indicating that the app experience is sometimes intertwined with the in-store experience.
  • Android 15 Compatibility Issues: A user reports that the app crashes and won't run after upgrading to Android 15, indicating a potential compatibility issue that needs to be addressed.
  • Points Expiration Frustration: The policy of points expiring after a period of inactivity generates significant frustration among users.

Conclusion

The 7-Eleven app has the potential to be a valuable tool for customers, but it is currently plagued by technical issues and usability problems. Addressing the high-priority issues related to login, crashing, and the 7-Eleven Wallet is crucial for improving the user experience and increasing customer satisfaction. By focusing on stability, reliability, and usability, 7-Eleven can transform its app into a powerful driver of customer loyalty and sales. A recommendation would be to pause new feature development and focus on bug fixes and stability improvements based on the user feedback.

Original App Link

https://play.google.com/store/apps/details?id=com.sei.android