Customer Reviews (500)

Oliviamiam14 • 2025-03-21T23:55:55-07:00

I love that my daughter can get a free cookie on her birthday she loves this place

Naepbby • 2025-03-21T22:53:05-07:00

Tens across the board

Jaya Copp • 2025-03-21T20:59:02-07:00

Best cookies ever

Summary of Key Insights

The Crumbl app is overwhelmingly well-received, with a very high overall rating driven by positive feedback on its ease of use, visually appealing design, and the rewards program. The app effectively allows users to browse weekly flavors, place orders for pickup, delivery, or catering, and manage their accounts. The main strengths revolve around convenience and the deliciousness of the cookies themselves. However, a few users reported issues with order cancellations, inconsistent cookie quality, lack of customer service in-store, problems with birthday cookie redemption, and some minor app functionality issues such as birthday updates. The overall sentiment is highly positive.

  • Overall Rating: Extremely positive
  • Key Strengths: Ease of use, visually appealing design, rewards program, convenient ordering, ability to view weekly flavors, and delicious cookies.
  • Key Weaknesses: Order cancellations, inconsistent cookie quality (raw/overcooked, icing issues), poor in-store customer service, issues with birthday cookie redemption, and occasional app glitches (e.g., cart issues, birthday edit, verification code problems).
  • Score Distribution: 5-star: 91.8%, 4-star: 4%, 3-star: 0.8%, 2-star: 0.6%, 1-star: 2.8%

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not specified, but based on the context of the reviews, it appears to be a recent snapshot of user feedback.
  • Analysis Methods: Sentiment analysis (manual review of comments to gauge positive, negative, or neutral feelings), keyword extraction (identifying frequently mentioned topics and issues), and thematic analysis (grouping related comments to identify recurring patterns).

Key User Pain Points

  • Order Cancellations/Delivery Issues: Some users reported orders being cancelled without refunds or deliveries arriving late. This creates frustration and distrust in the app's reliability.
  • Inconsistent Cookie Quality: Complaints about cookies being raw, overcooked, or having insufficient/uneven icing were present. This negatively impacts the core product experience and brand reputation.
  • Poor In-Store Customer Service: A few reviews highlighted a lack of greeting, assistance, and general customer service in-store, leading to a negative experience.
  • Birthday Cookie Redemption Issues: Changes to the birthday cookie policy or glitches preventing redemption caused disappointment.
  • App Functionality Issues: Reported problems include difficulty updating birthday information, issues with verification codes, and problems adding items to the cart.
  • High Prices/Tipping Expectations: Some users mentioned the cookies being pricey, and the pre-selected tip amounts at checkout were seen as excessive.

Frequently Requested Features

  • Printing Past Receipts: Users requested the ability to print or access past receipts within the app, particularly for work-related purchases.
  • Ability to Edit Birthday: Several users mentioned wanting to be able to easily edit their birthday information within the app.
  • Improved Communication on Sold-Out Items: Users mentioned ordering cookies that were already sold out at the location, even when pre-ordering. They would like better communication on out-of-stock items.
  • Option to Vote for Cookie of the Month Without Notifications: One user mentioned that they had to turn on notifications in order to vote for their favorite cookie.

Strengths and Positive Aspects

  • Ease of Use: The app is consistently praised for being user-friendly, easy to navigate, and intuitive.
  • Visually Appealing Design: Many users complimented the app's attractive design and aesthetics.
  • Rewards Program: The "Crumbs" rewards program is a significant draw, incentivizing repeat purchases.
  • Convenient Ordering: Users appreciate the ability to order ahead for pickup or delivery, saving time and effort.
  • Weekly Flavor Updates: The app's feature to display the weekly cookie flavors is highly valued, keeping users informed and engaged.
  • Delicious Cookies: The quality and taste of the cookies are consistently highlighted as a major strength.
  • Fast Ordering: Users appreciated the speed and ease of ordering.

Prioritized Action Recommendations

  • High Priority:
    • Address Order Cancellation/Delivery Issues: Investigate and resolve the root causes of order cancellations and late deliveries. Implement better communication and refund processes for affected customers.
    • Improve Cookie Quality Control: Implement stricter quality control measures to ensure consistent cookie quality across all locations. Address issues with raw/overcooked cookies and icing application.
    • Enhance In-Store Customer Service: Train employees on providing excellent customer service, including greeting customers, offering assistance, and resolving issues promptly.
    • Fix Birthday Cookie Redemption Process: Resolve glitches preventing birthday cookie redemption and clarify the birthday cookie policy to avoid customer confusion.
  • Medium Priority:
    • Resolve App Functionality Issues: Address reported app glitches, such as problems with verification codes, adding items to the cart, and editing birthday information.
    • Implement Past Receipt Access: Add a feature to allow users to view and print past receipts within the app.
    • Improve Communication on Sold-Out Items: Update the app to reflect real-time inventory and prevent users from ordering out-of-stock items.
    • Re-evaluate Tipping Options: Consider adjusting the pre-selected tip amounts or providing more flexible tipping options.
  • Low Priority:
    • Option to Vote for Cookie of the Month Without Notifications: Allow voting without requiring notifications.

Opportunities for Startup Ideas

  • Cookie Customization Platform: A platform allowing users to customize cookie flavors, toppings, and fillings, then order for local pickup or delivery.
  • Subscription Box for Cookie Lovers: A subscription service delivering a curated selection of cookies from different bakeries each month, catering to diverse tastes and dietary needs.
  • Cookie Quality Assurance System: A software solution for bakeries to monitor and maintain consistent cookie quality across multiple locations, using data analysis and feedback mechanisms.
  • Hyperlocal Cookie Delivery Network: A delivery service specializing in delivering cookies from local bakeries, focusing on speed, freshness, and customer satisfaction.

Trends and Observations

  • High Positive Sentiment: The vast majority of reviews are positive, indicating a strong brand affinity and customer satisfaction.
  • Focus on Convenience: Many users appreciate the app's convenience for ordering, browsing flavors, and managing rewards.
  • Cookie Quality is Key: While the app is well-received, the ultimate driver of satisfaction is the quality and taste of the cookies themselves.
  • Localization: A few reviews are in Spanish, suggesting an opportunity to further localize the app for Spanish-speaking users.

Conclusion

The Crumbl app is a valuable asset for the company, providing a convenient and engaging platform for customers to order and manage their rewards. Addressing the identified pain points, particularly those related to order cancellations, cookie quality, and customer service, will further enhance the user experience and strengthen brand loyalty. Prioritizing these improvements and focusing on consistently delivering high-quality cookies will ensure the app continues to be a success.

Overall Recommendation: Address the high-priority issues immediately to maintain customer satisfaction and brand reputation. Continue to monitor user feedback and iterate on the app to further improve its functionality and user experience.

Original App Link

https://apps.apple.com/us/app/crumbl/id1438166219?uo=2