Customer Reviews (500)

Janeicia Herbert • 2025-03-22T13:05:18-07:00

Best fast food restaurant app hands down. Points, rewards, free food and more. I get mad when I forget to scan my app lol

Ashl1yn • 2025-03-22T12:25:51-07:00

Very frustrating when you try to upload only 2-3 receipts a week from your food orders and it tells you that you are no longer allowed to upload any more. Any other food app allows unlimited uploads if you missed scanning your points when at the restaurant so I find this to be very disappointing.

hesterweqtbj • 2025-03-22T12:20:25-07:00

Chick fil a is the best !

Summary of Key Insights

The Chick-fil-A app receives mixed reviews, with a significant skew towards positive sentiment. While many users praise its ease of use, rewards program, and time-saving ordering features, a substantial number report frustrating issues related to payment processing, location services, order accuracy, and unwanted notifications. The app’s strengths lie in its user-friendly interface and the perceived value of the rewards program, but technical glitches and inconsistencies in order fulfillment detract from the overall experience. The app needs improvements to address payment issues, improve location accuracy, and give users greater control over notifications.

  • Overall Rating: Based on the score distribution, the approximate overall rating is around 4.0 stars.
  • Sentiment: Predominantly positive, but with notable negative feedback.
  • Key Strengths: User-friendly interface, valuable rewards program, efficient ordering.
  • Key Weaknesses: Payment issues (gift card usage, Apple Pay errors), location service inaccuracies, order inaccuracies, unwanted notifications, and problems with customer support related to app issues.
  • Score Distribution: 5-star (59%), 4-star (3.6%), 3-star (7%), 2-star (5.8%), 1-star (24.6%) based on the provided counts.

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: The reviews are dated within the year 2025, mostly in the first few months.
  • Analysis Methods:
    • Sentiment Analysis: Categorization of reviews based on positive, negative, or neutral tone.
    • Keyword Extraction: Identification of frequently used words and phrases related to app features, bugs, and user experiences.
    • Topic Modeling: Grouping reviews into themes based on recurring issues and requests.
    • Frequency Analysis: Counting the occurrence of specific complaints and feature requests.

Key User Pain Points

  • Payment Issues:
    • Inability to use gift cards in conjunction with other payment methods (e.g., Apple Pay) when the gift card balance is insufficient.
    • Difficulty loading or redeeming gift cards.
    • Apple Pay errors and general payment processing failures.
  • Location Service Inaccuracies:
    • App not recognizing user's location accurately, leading to delays in order preparation.
    • Orders not being started until the user is physically at the restaurant, negating the benefit of ordering ahead.
    • App directing users to incorrect restaurant locations.
  • Order Inaccuracies:
    • Missing items.
    • Incorrect food preparation (e.g., grilled chicken instead of fried).
    • Poor food quality (e.g., stale or overcooked items, brown lettuce, hair in food).
  • Notification Issues:
    • Receiving unwanted promotional notifications even when disabled in settings.
  • Account Issues:
    • Users being blocked from creating accounts or logging in.
  • Rewards Program Issues:
    • Rewards not appearing on the app or expiring unexpectedly.
    • Increased point requirements for rewards.
  • Delivery Problems:
    • High delivery fees when using DoorDash through the Chick-fil-A app.
    • Delivery drivers not finding the correct location.
    • No way to report a missing item after delivery.
  • Catering Issues:
    • Inability to order catering through the app.
    • App capping order values.
  • General App Functionality:
    • The app is slow.
    • The app crashes.
    • Inability to report order issues directly through the app.
    • The app asking for a rating while the user is trying to scan a QR code.

Frequently Requested Features

  • Ability to combine gift cards with other payment methods.
  • Dark mode support.
  • Ability to manually select a default restaurant location.
  • Improved order issue reporting within the app.
  • More customization options for menu items.
  • Clearer display of upgrade costs for drinks and sides.
  • Option to choose a specific pick-up time.
  • Push notifications for new rewards.
  • Ability to clear recent orders from the app.
  • Ability to look at the menu without selecting a location.
  • Venmo payment option.
  • The return of a feature that allows users to report order issues directly.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to navigate and user-friendly.
  • Rewards Program: The rewards program is a significant draw for many users, offering free food and other perks.
  • Time-Saving Ordering: Ordering ahead through the app is seen as a convenient way to save time.
  • Customer Service (In-Person): Positive comments about the friendliness and helpfulness of Chick-fil-A employees are common.
  • Personalized Menu: The app remembers user preferences, making ordering easier.
  • Mobile Thru: This new option is loved by those who use it.

Prioritized Action Recommendations

High Priority:

  • Fix Payment Issues: Address the problems with gift card usage, Apple Pay errors, and general payment processing failures. This is a critical issue that directly impacts the user's ability to complete transactions.
  • Improve Location Services: Enhance the accuracy of location detection and ensure that orders are started promptly when users are within a reasonable distance of the restaurant. Implement an option for users to manually override location detection.
  • Address Notification Issues: Ensure that promotional notifications are only sent to users who have explicitly opted in to receive them.
  • Resolve Account Issues: Investigate and resolve the issues preventing users from creating accounts or logging in.

Medium Priority:

  • Enhance Order Accuracy: Implement measures to reduce the occurrence of missing items and incorrect food preparation. This could involve improving communication between the app and the restaurant's order fulfillment system.
  • Improve Customer Support: Provide a more effective channel for users to report order issues and receive timely assistance.
  • Rewards Program Improvements: Ensure rewards are appearing correctly and consistently for users.

Low Priority:

  • Add Dark Mode Support: While not a critical issue, adding dark mode support would improve the user experience in low-light environments.
  • Implement Feature Requests: Consider implementing the other frequently requested features, such as the ability to combine gift cards with other payment methods and the option to choose a specific pick-up time.
  • Catering Improvements: Fix the issues surrounding catering orders.

Opportunities for Startup Ideas

  • Loyalty Program Aggregator: A platform that consolidates loyalty programs from multiple restaurants and retailers, allowing users to track and redeem rewards in one place.
  • Restaurant Technology Consultant: A consulting service that helps restaurants optimize their mobile ordering and delivery systems, focusing on improving accuracy, efficiency, and customer satisfaction.
  • Automated Feedback System: A system that automatically analyzes customer feedback from multiple sources (e.g., app reviews, social media, surveys) and provides actionable insights to businesses.

Trends and Observations

  • Positive Sentiment Bias: The high percentage of 5-star reviews suggests a general positive perception of the Chick-fil-A brand.
  • Recurring Technical Issues: The frequent mentions of payment issues, location service inaccuracies, and notification problems indicate persistent technical glitches in the app.
  • Inconsistent User Experience: The mixed reviews suggest that the user experience varies depending on location and individual circumstances.
  • App version: There are complaints about the most recent version of the app.
  • "Order Ahead" Misconception: Many users are misunderstanding the "order ahead" functionality, believing that their food will be prepared well in advance of their arrival.
  • Political Stances: Some users are reviewing the app based on the company's political donations and stances.

Conclusion

The Chick-fil-A app offers significant value to users through its ease of use, rewards program, and time-saving ordering features. However, technical glitches and inconsistencies in order fulfillment detract from the overall experience. By addressing the prioritized action recommendations, Chick-fil-A can improve the app's reliability, enhance customer satisfaction, and solidify its position as a leader in the fast-food industry.

Overall Recommendation: Focus on resolving the high-priority technical issues and improving customer support. This will have the greatest impact on the user experience and help to retain loyal customers.

Original App Link

https://apps.apple.com/us/app/chick-fil-a/id488818252?uo=2