Summary of Key Insights

The Adidas app generally receives positive feedback, with many users praising its ease of use, convenient shopping experience, and good quality products. However, a significant number of users report issues with discounts/vouchers not working, problems with order fulfillment (incorrect items, delays, cancellations), and app glitches/performance issues. Customer service experiences are also a mixed bag, with some users reporting helpful interactions and others describing frustrating and unhelpful experiences. The app's integration with the adiClub loyalty program is a major draw for many, but the limitations on voucher usage are a recurring source of frustration. The app struggles with providing a consistent experience across all devices, and the search functionality can be improved.

Key Strengths: Ease of use, good product quality, adiClub perks (when they work), convenient shopping experience. Key Weaknesses: Discount/voucher issues, order fulfillment problems, app glitches/performance, inconsistent customer service, limited voucher applicability, search functionality limitations.

Overall Sentiment: Mixed, leaning positive. Many users are happy with the app, but a significant minority experiences frustrating issues.

Quantitative Metrics:

Overall Rating (implied): Based on the score distribution, the average rating is likely around 4 stars.
Score Distribution: {"1":116,"2":33,"3":28,"4":29,"5":294}
- 5-star: 58.8%
- 4-star: 5.8%
- 3-star: 5.6%
- 2-star: 6.6%
- 1-star: 23.2%

Data & Methodology Overview

Data Sample Size: 500 reviews
Time Frame: Reviews appear to be from the recent past, with many referencing recent sales and time-sensitive issues (e.g., Christmas orders, back-to-school deals). Some reviews reference issues spanning months or years.
Analysis Methods: Manual review and categorization of user feedback to identify recurring themes, sentiment analysis based on star ratings and review text, keyword extraction to identify common issues and requests.

Key User Pain Points

Discount/Voucher Issues: The most frequently mentioned issue is the inability to use earned points or promotional codes on desired items. Vouchers often don't apply to shoes or sale items, leading to frustration. (High Priority)
Order Fulfillment Problems: Many users report receiving incorrect items, experiencing significant shipping delays, or having orders canceled without adequate explanation or timely refunds. (High Priority)
App Glitches/Performance: Users report frequent app crashes, slow loading times, login problems ("edgesuite error"), and difficulty navigating the app, especially during peak sales periods. (High Priority)
Customer Service Inconsistencies: Experiences with customer service vary widely. Some users report helpful and efficient service, while others describe unhelpful, misinformed, or unresponsive representatives. (Medium Priority)
Limited Voucher Applicability: Restrictions on what vouchers can be used on frustrate users who feel misled by the adiClub program. (High Priority)
Inaccurate Inventory Display: The app often displays items as available even when they are out of stock in the user's size, leading to wasted time and disappointment. (Medium Priority)
Payment Issues: Some users experience problems with payment methods being rejected or with the app double-charging their cards. (Medium Priority)
Return/Exchange Difficulties: Users report difficulties initiating returns or exchanges through the app and website, with crashing screens and unresponsive support. (Medium Priority)
Shipping Issues: Some users reported packages being "lost" by FedEx or delivered to the wrong address. (Medium Priority)
Wishlist Syncing Issues: Wishlists do not sync properly between the app and the website. (Low Priority)

Frequently Requested Features

Improved Filtering: Users want the ability to filter search results to only show items that are in stock in their size.
Clearer Discount/Voucher Information: Users want better transparency about which items are eligible for discounts before redeeming points or applying codes.
Easier Returns/Exchanges: A streamlined return and exchange process within the app is highly desired.
Ability to Cancel Orders: Users want the ability to cancel orders within a reasonable timeframe after placing them.
Improved iPad Interface: Users want the iPad interface to be optimized for the larger screen, rather than simply displaying the iPhone version.
24/7 Customer Service: Some users requested round-the-clock customer service availability.
Gift Receipt Option: Users want the option to include a gift receipt with their orders.
Shipping to Puerto Rico: Several users requested shipping options to Puerto Rico.
Call to Order: A user requested the ability to place an order over the phone.

Strengths and Positive Aspects

Ease of Use: Many users find the app easy to navigate and user-friendly.
Convenient Shopping: The app offers a convenient way to shop for Adidas products from anywhere.
Good Product Quality: Users generally praise the quality of Adidas clothing and shoes.
adiClub Perks: The adiClub loyalty program is a major draw, offering exclusive access, discounts, and rewards.
Variety of Styles: Users appreciate the wide selection of styles available, from classic Originals to modern sportswear.
Fast Shipping: Some users report fast and reliable shipping.
Great Deals: Users appreciate the sales and discounts offered through the app.
App Design: Some users complimented the app's design.

Prioritized Action Recommendations

High Priority:

Fix Discount/Voucher Issues: Thoroughly test and resolve the issues with discount codes and vouchers not working as expected. Provide clear and upfront information about eligibility restrictions.
Improve Order Fulfillment: Implement stricter quality control measures to ensure accurate order fulfillment and timely shipping. Investigate and address the root causes of order cancellations and delays. Consider alternative shipping partners in areas where FedEx is causing consistent problems.
Address App Glitches/Performance: Invest in app optimization to improve performance, reduce crashes, and ensure smooth navigation, especially during peak sales periods. Prioritize fixing the "edgesuite error" and other login issues.
Clarify Voucher Applicability: Clearly communicate the terms and conditions of adiClub vouchers, including any restrictions on eligible items, before users redeem their points.

Medium Priority:

Improve Customer Service: Provide better training to customer service representatives to ensure they are knowledgeable, helpful, and consistent in their responses. Implement a more efficient system for resolving customer issues and providing timely updates.
Accurate Inventory Display: Improve the accuracy of inventory information to prevent users from wasting time browsing items that are out of stock in their size.
Address Payment Issues: Investigate and resolve the reported issues with payment methods being rejected or double-charging.
Streamline Returns/Exchanges: Simplify the return and exchange process within the app and website, providing clear instructions and responsive support.
Shipping Issues: Find a more reliable shipping service.

Low Priority:

Wishlist Syncing: Fix the syncing issue between the app and website wishlists.
iPad Optimization: Optimize the app's interface for iPad screens.

Opportunities for Startup Ideas

Personalized Discount Recommendations: A service that analyzes user purchase history and recommends relevant discounts or promotions that are guaranteed to work on desired items.
Shipping Insurance for Online Retail: A company that offers shipping insurance specifically for online retail purchases to protect against lost, stolen, or damaged packages.
Improved Customer Service Training: A training program that focuses on equipping customer service representatives with the knowledge, skills, and empathy needed to provide excellent service.
A "Guaranteed Stock" Filter: A browser extension or app feature that verifies the availability of items in a user's size before they click on the product page, preventing wasted time.

Trends and Observations

Language Preferences: A significant number of reviews are written in Spanish, indicating a strong Hispanic customer base.
Discount Frustration: The recurring theme of discount codes not working suggests a systemic issue with the app's promotional system.
Recent App Updates: Some users mention recent app updates causing issues, suggesting that new releases should be thoroughly tested before deployment.
Brand Loyalty: Despite the reported issues, many users express strong brand loyalty to Adidas, indicating a willingness to overlook some flaws.

Conclusion

The Adidas app offers a generally positive shopping experience, but several key issues need to be addressed to improve user satisfaction and prevent lost sales. Prioritizing fixes for discount/voucher problems, order fulfillment issues, and app glitches is crucial. Improving customer service and providing more transparent information about product availability and voucher eligibility will also significantly enhance the user experience. By addressing these pain points, Adidas can strengthen its brand loyalty and solidify its position as a leader in online sportswear retail. A focus on stability and reliability should be prioritized over adding new features in the short term.

Overall Recommendation: Focus on fixing existing problems and improving the core shopping experience before introducing new features.

Original App Link

https://apps.apple.com/us/app/adidas-shop-shoes-clothing/id1266591536?uo=2

Customer Reviews (500)