Customer Reviews (100)

Yvette Muller • 2025-09-04T20:01:50.449Z

Excellent service but sometimes OUT OF STOCK on ordinary items?

Itz Grim • 2025-09-04T17:38:18.687Z

The app kept closing and I got a notification that said the app has a bug?

CrazyChris • 2025-09-04T17:11:33.478Z

Great app, great service!

Summary of Key Insights

Checkers Sixty60 is a popular grocery delivery app in South Africa, with over 5 million downloads. The app aims to provide a convenient and fast grocery shopping experience, offering same prices and deals as in-store. While many users praise its convenience, speed, and user-friendliness, a significant portion of users report negative experiences related to app functionality, order accuracy, product quality, and delivery timeliness. The overall sentiment is mixed, with a considerable number of 1-star reviews highlighting serious issues. Quantitatively, the app has a wide distribution of scores, with a relatively high percentage of both 1-star and 5-star ratings, suggesting a polarized user experience.

Overall Rating (Based on provided Score Distribution):

  • 1 Star: 46%
  • 2 Star: 6%
  • 3 Star: 11%
  • 4 Star: 7%
  • 5 Star: 30%

Key Strengths: Convenience, Speed (when it works), User-Friendly Interface. Key Weaknesses: App Functionality, Order Accuracy (missing items), Product Quality (fresh produce), Delivery Timeliness, Customer Service.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, but assumed to be recent based on the content.
  • Analysis Methods: Sentiment analysis (manual assessment of review sentiment), keyword extraction (identifying frequently used words and phrases), and thematic analysis (grouping reviews based on common issues and features).

Key User Pain Points

  • App Functionality Issues:
    • App crashes and bugs (e.g., app closing unexpectedly).
    • Difficulty with checkout and payment (e.g., inability to add bank cards, payment failures).
    • Slow app performance and lag.
    • Login problems and OTP issues.
  • Order Accuracy and Missing Items:
    • Frequent reports of missing items in orders.
    • Items out of stock despite showing as available on the app.
  • Product Quality Problems:
    • Poor quality fresh produce (e.g., rotten, expired, bruised fruits and vegetables).
    • Damaged or old baked goods.
    • Issues with the quality of meat and other perishable items.
  • Delivery Delays and Unreliable Timeliness:
    • Orders arriving significantly later than the promised delivery time.
    • Delivery times changing repeatedly after order placement.
  • Customer Service and Refunds:
    • Difficulty contacting customer support.
    • Delays in processing refunds for missing or damaged items.
    • Dissatisfaction with refund methods (e.g., refunds to Checkers wallet instead of bank account).
  • Minimum Order Value:
    • High minimum order value (R350) for Hyper deliveries is frustrating users who only need a few items.
  • Store Selection:
    • Inability to select a preferred store or one closer to the user's location.

Frequently Requested Features

  • Option to choose a specific store for delivery.
  • Ability to add notes or special instructions for specific products (e.g., color preference).
  • Lower minimum order value, especially for smaller shops.
  • Option to edit orders after they have been placed.
  • Ability to check total costs including delivery before committing to the order.
  • Improved stock management and real-time inventory updates.
  • Alternative payment methods (e.g., accepting Capitec cards).
  • Accommodation for minors (university students) to create accounts.

Strengths and Positive Aspects

  • Convenience: The app is praised for making grocery shopping easier and saving time.
  • Speed (when it works): Some users report very fast delivery times.
  • User-Friendly Interface: The app is generally considered easy to use and navigate.
  • Same Prices as In-Store: Users appreciate that prices and deals are the same as in physical Checkers stores.
  • Xtra Savings Deals: The availability of Xtra Savings deals is a positive aspect.

Prioritized Action Recommendations

High Priority:

  • Fix App Functionality Issues: Immediately address app crashes, payment failures, and slow performance. This is critical for user retention.
  • Improve Order Accuracy: Implement stricter quality control measures to ensure accurate order fulfillment and minimize missing items.
  • Enhance Product Quality: Train staff to select fresh, high-quality produce and perishable items. Implement a system for regularly checking and removing expired or damaged products.
  • Address Delivery Delays: Optimize delivery logistics and communication to ensure timely deliveries. Provide accurate ETAs and proactively notify customers of delays.

Medium Priority:

  • Improve Customer Service: Provide easier access to customer support channels and streamline the refund process.
  • Implement Feature Requests: Prioritize implementing frequently requested features, such as store selection and the ability to add order notes.
  • Re-evaluate Minimum Order Value: Consider lowering the minimum order value to accommodate smaller shops, especially for Hyper deliveries.

Low Priority:

  • Explore alternative payment methods: Look into supporting more payment options like Capitec.
  • Address minor account creation issues: Look into allowing minors to create accounts.

Opportunities for Startup Ideas

  • Hyperlocal Grocery Delivery Optimization: A startup could focus on optimizing delivery routes and inventory management for specific Checkers stores to improve delivery speed and accuracy.
  • Quality Assurance as a Service: A third-party service could provide quality checks for fresh produce and other perishable items before they are delivered, ensuring customers receive high-quality products.
  • Personalized Shopping Assistant: An AI-powered shopping assistant could learn user preferences and automatically suggest items, create shopping lists, and optimize orders for the best prices and delivery times.
  • Grocery Subscription Box for Students: A subscription service tailored to university students, offering essential groceries and snacks delivered regularly, addressing the age restriction issue with Sixty60.

Trends and Observations

  • Polarized User Experience: The high percentage of both 1-star and 5-star reviews suggests a significant disparity in user experiences, possibly due to location-specific issues or inconsistent service quality.
  • Recurring Issues: Problems with product quality and delivery timeliness are consistently mentioned across multiple reviews, indicating systemic issues.
  • Location-Specific Complaints: Some reviews mention specific stores with consistently poor service or product quality, highlighting the need for localized quality control.

Conclusion

Checkers Sixty60 has the potential to be a dominant player in the grocery delivery market, but it needs to address critical issues related to app functionality, order accuracy, product quality, and delivery timeliness. By prioritizing the recommendations outlined above, Checkers can improve the user experience, increase customer satisfaction, and strengthen its competitive position. The key is to focus on reliability, consistency, and responsiveness to customer feedback.

Original App Link

https://play.google.com/work/apps/details?id=za.co.shoprite.sixty60