Customer Reviews (500)

Armandoarr • 2025-03-28T09:42:12-07:00

impossible to place an order, the payment does not work

Jdinker • 2025-03-27T18:56:34-07:00

Very disappointing move IHOP. You had one of the best reward systems around and you completely ruined it by getting greedy. Change the rewards back to what they were or I see a mass exodus of loyal customers like myself taking our business elsewhere in your future.

Crumbo • 2025-03-27T17:47:40-07:00

The app is bad; no way to manage payment methods except when ordering, and occasionally will just throw an error that claims you don’t have a payment method selected, blocking you from placing orders.

IHOP App Review Analysis

1. Summary of Key Insights

The IHOP app suffers from significant usability and functionality issues, resulting in a predominantly negative user experience. While some users appreciate the rewards program and occasional ease of use, the overwhelming sentiment is frustration due to payment problems, login difficulties, data usage concerns, and a lack of essential features. The app's overall rating is poor, with a vast majority of reviews being 1-star ratings. The core functionality of ordering and paying through the app is frequently broken, leading to lost sales and customer dissatisfaction. The rewards program, although appreciated in concept, is also plagued by glitches and inconsistencies.

Key Strengths:

  • Rewards program (PanCoins) is a popular concept.
  • Occasional ease of use when the app functions correctly.

Key Weaknesses:

  • Payment issues (Apple Pay failures, card errors, QR code malfunctions).
  • Login and account problems (password resets, account lockouts).
  • Excessive data usage.
  • Poor UI/UX design (difficult navigation, lack of customization).
  • Frequent crashes and bugs.
  • Inconsistent reward redemption.
  • Lack of essential features (Apple Pay, guest checkout, tip options for delivery).

Overall Sentiment: Negative

Quantitative Metrics:

  • Overall Rating: Low (based on score distribution).
  • Score Distribution: {"1":347,"2":63,"3":46,"4":25,"5":19}
    • 1-star: 69.4%
    • 2-star: 12.6%
    • 3-star: 9.2%
    • 4-star: 5%
    • 5-star: 3.8%

2. Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Reviews appear to span from 2023 to March 2025, but the exact date range is unclear.
  • Analysis Methods:
    • Sentiment Analysis: Categorizing reviews as positive, negative, or neutral based on language used.
    • Keyword Extraction: Identifying frequently used words and phrases to pinpoint common issues and requests.
    • Thematic Analysis: Grouping reviews based on recurring themes and pain points.

3. Key User Pain Points

  • Payment Issues:
    • Apple Pay not working or resulting in a blank screen.
    • Inability to add or save payment methods.
    • Credit card errors and declined transactions despite sufficient funds.
    • QR code scanner malfunctions.
    • App charges multiple times for failed transactions.
  • Login and Account Problems:
    • Difficulty logging in, often requiring password resets.
    • Password reset emails not being received or links expiring.
    • Accounts being locked or hacked.
  • Excessive Data Usage:
    • The app consuming gigabytes of cellular data, leading to unexpected charges.
  • UI/UX Issues:
    • Difficult navigation and confusing menus.
    • Lack of customization options (e.g., substitutions, special instructions).
    • Inability to view order history or cancel orders.
    • Small and difficult-to-read fonts.
  • Rewards Program Problems:
    • Difficulty redeeming PanCoins.
    • Rewards disappearing or being used without authorization.
    • Inability to use multiple rewards in a single order.
    • Rewards code invalid errors.
  • Ordering Issues:
    • Orders being sent to the wrong location.
    • Delivery option switching to in-store pickup without notification.
    • Inability to add tips for delivery drivers.
    • Menu items not adding to the cart.
  • Technical Issues:
    • App crashing frequently.
    • App freezing or becoming unresponsive.
    • Inability to select a state in the billing address dropdown.
    • Audio playback being interrupted by the app.

4. Frequently Requested Features

  • Apple Pay Integration: A significant number of users request Apple Pay for easier and more secure payments.
  • Guest Checkout: An option to order without creating an account.
  • Tip Option for Delivery: A way to add a tip for delivery drivers through the app.
  • Order Customization: More options for customizing orders, including substitutions and special instructions.
  • Order Tracking: Real-time order tracking and the ability to view order history.
  • Address Saving and Management: Improved address saving and management for delivery.
  • In-App Customer Support: A direct way to contact customer support through the app.
  • Improved Accessibility: Larger fonts and better color contrast for readability.

5. Strengths and Positive Aspects

  • Rewards Program: The PanCoins rewards program is a popular concept and motivates users to use the app and dine at IHOP.
  • Ease of Use (when functional): Some users find the app easy to use when it is working correctly.
  • Location Finder: The app is useful for finding nearby IHOP locations.
  • Accurate Order Placement: When functioning correctly, the app accurately places orders.

6. Prioritized Action Recommendations

High Priority:

  • Fix Payment Issues: Address the widespread payment problems, including Apple Pay failures, card errors, and QR code malfunctions. This is the most critical issue affecting user experience and revenue.
  • Resolve Login and Account Problems: Fix login difficulties, password reset issues, and account lockouts to ensure users can access their accounts.
  • Reduce Data Usage: Investigate and fix the excessive data usage issue to prevent unexpected charges for users.

Medium Priority:

  • Improve UI/UX Design: Redesign the app's interface for better navigation, customization options, and order management.
  • Implement Apple Pay: Integrate Apple Pay for a more convenient and secure payment option.
  • Add Guest Checkout: Provide an option for guest checkout to allow users to order without creating an account.
  • Enhance Rewards Program: Fix glitches and inconsistencies in the rewards program to ensure users can redeem their PanCoins.
  • Implement Tip Option for Delivery: Add a way to add a tip for delivery drivers through the app.

Low Priority:

  • Improve Accessibility: Implement larger fonts and better color contrast for readability.
  • Add In-App Customer Support: Provide a direct way to contact customer support through the app.

7. Opportunities for Startup Ideas

  • Restaurant App Testing Service: A service that specializes in testing restaurant apps for usability, payment processing, and security vulnerabilities.
  • Rewards Program Management Platform: A platform that helps restaurants manage and optimize their rewards programs to improve customer engagement and retention.
  • Data Usage Optimization Tool: A tool that helps mobile app developers optimize data usage to prevent unexpected charges for users.
  • Accessibility Consulting for Apps: A consulting service that helps app developers improve accessibility for users with disabilities.

8. Trends and Observations

  • Recurring Technical Issues: Many reviews report the same technical issues persisting for months or even years, indicating a lack of effective bug fixing and maintenance.
  • Negative Sentiment Shift: Recent reviews suggest a decline in app quality and an increase in user frustration, potentially due to recent updates or changes.
  • Lack of Response to User Feedback: There is a perception that IHOP is not responsive to user feedback, as many reviewers mention reporting issues without receiving a resolution.
  • Focus on Basic Functionality: Users are primarily concerned with the app's core functionality (ordering and paying), rather than advanced features or design elements.

9. Conclusion

The IHOP app suffers from significant usability and functionality issues that negatively impact the user experience. Addressing the prioritized action recommendations, particularly fixing payment and login problems, is crucial for improving customer satisfaction and driving revenue. IHOP should prioritize bug fixing, UI/UX improvements, and the implementation of essential features like Apple Pay and guest checkout. A renewed focus on user feedback and responsive customer support is also essential for regaining user trust and loyalty.

Overall Recommendation: IHOP needs to invest significant resources in fixing the app's technical issues, improving its UI/UX design, and responding to user feedback. Without these improvements, the app will continue to damage the IHOP brand and drive customers to competitors.

10. Original App Link

https://apps.apple.com/us/app/ihop/id572284095?uo=2