Customer Reviews (100)

Schantaa Walton • 2025-03-25T03:03:10.461Z

Sugars Catering is so good I love the Mac and cheese and the enchilada dish so good. You have to try her food. I will be back for more.

Jennifer Yballa • 2025-03-25T02:41:14.300Z

Did the latest update and no longer works!!!

Zonia Carrillo • 2025-03-25T02:12:04.114Z

Great experience! Kyle was great

Summary of Key Insights

  • Overall, Yelp enjoys a positive sentiment, indicated by a high number of 5-star reviews. Users appreciate its ability to connect them with local businesses and services. However, a significant minority of users experience frustrating issues with the app's functionality, search accuracy, and customer service. The app's reliance on user-generated content is both a strength and a weakness, as the quality and accuracy of reviews can be inconsistent. The negative reviews often cite technical glitches after updates, poor search results, and negative experiences with businesses found through the app.
  • Strengths: Wide range of services, connection to local businesses, helpful reviews (when accurate).
  • Weaknesses: Technical issues (especially after updates), search accuracy problems, perceived bias in review handling, poor customer service experiences, forced app installation, login issues.
  • Overall Sentiment: Positive, but with significant pockets of negative experiences.
  • Quantitative Metrics:
    • Overall Rating (estimated): Based on the score distribution, the average rating is approximately 4.16 stars.
    • Score Distribution: 1-star (23%), 2-star (2%), 3-star (4%), 4-star (7%), 5-star (64%).

Data & Methodology Overview

  • Data Sample Size: 100 reviews.
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number and review content.
  • Analysis Methods: Primarily qualitative analysis, involving manual review and categorization of user feedback. Sentiment was inferred from star ratings and textual content. Keyword extraction was used to identify recurring themes and issues. No automated sentiment analysis tools were used.

Key User Pain Points

  • Technical Issues After Updates: Several users reported that the app stopped working or experienced significant glitches after recent updates. This is a major pain point, as it prevents users from accessing the app's core functionality.
  • Search Inaccuracy: Users struggled to find specific businesses or services, with the app often returning irrelevant or unrelated results. This frustrates users who rely on Yelp for accurate and targeted search.
  • Review Handling Concerns: Some users believe that Yelp's review system is biased, with valid negative reviews being removed while positive reviews from friends and family are allowed. This undermines trust in the platform's credibility.
  • Login and Accessibility Issues: Some users reported login problems and difficulties accessing the app's features, preventing them from using the app effectively.
  • Poor Customer Service: Some users reported extremely negative customer service experiences with businesses they found on Yelp.
  • Forced App Installation: Users are being forced to install the app to write reviews or view reservations, which creates a negative experience.

Frequently Requested Features

  • Improved Search Filters: Users desire more granular search filters to refine their search results and find exactly what they're looking for.
  • More Reliable Review System: Users want a fairer and more transparent review system that accurately reflects customer experiences.
  • Better VPN Compatibility: One user specifically requested VPN support.
  • Clear 'What's New' Section: Users want to know what is new in the updates.

Strengths and Positive Aspects

  • Connection to Local Businesses: Users appreciate Yelp's ability to connect them with a wide range of local businesses and services.
  • Helpful Reviews (Sometimes): When accurate and unbiased, reviews are seen as a valuable resource for making informed decisions.
  • Convenience: The app offers a convenient way to find restaurants, order food, book appointments, and hire home service professionals.
  • Variety of Options: Users appreciate the wide variety of options available on the app, from restaurants and salons to home repair services and pet care.
  • Positive Experiences with Specific Businesses: Many users shared positive experiences with specific businesses they found through Yelp, highlighting good food, excellent service, and great value.

Prioritized Action Recommendations

High Priority:

  • Address Technical Glitches: Immediately investigate and fix the technical issues reported after the latest update. Prioritize stability and performance.
  • Improve Search Accuracy: Revamp the search algorithm to provide more relevant and accurate results. Focus on understanding user intent and matching it to the right businesses.
  • Review System Transparency: Implement measures to ensure fairness and transparency in the review system. Clearly communicate review guidelines and provide a process for users to appeal review removals.
  • Fix Login Issues: Troubleshoot and resolve the login problems reported by users. Ensure a smooth and seamless login experience.

Medium Priority:

  • Enhance Customer Support: Improve the responsiveness and helpfulness of customer support channels. Provide clear and accessible contact information.
  • Improve App Stability with VPN Usage: Address VPN compatibility issues.
  • Add Clear 'What's New' Section: Make sure to include a section stating what is new in each update.
  • Improve UI/UX: Address the issue of being redirected incorrectly when trying to read reviews.

Low Priority:

  • Investigate Specific Business Complaints: While Yelp cannot directly control the quality of service provided by listed businesses, it can investigate reports of fraudulent or unethical behavior and take appropriate action.
  • Implement More Granular Search Filters: Add more advanced search filters to allow users to refine their search results based on specific criteria.

Opportunities for Startup Ideas

  • Review Verification Service: A third-party service that verifies the authenticity of online reviews, helping consumers make more informed decisions.
  • Local Business Discovery Platform Focused on Specific Needs: A platform that caters to very specific needs, like laundromats with free dryers, and actually delivers on that promise.
  • Ethical Review Platform: A review platform that is transparent about its review moderation policies and actively combats fake reviews.

Trends and Observations

  • Impact of Updates: App updates frequently trigger negative reviews related to technical issues, suggesting a need for more thorough testing before release.
  • Review Authenticity Concerns: Users are increasingly skeptical of online reviews, highlighting the need for greater transparency and verification.
  • Focus on Specificity: Users are looking for increasingly specific and niche services, indicating a demand for more targeted search and filtering options.
  • Localization: While not explicitly mentioned, the app's success hinges on its ability to provide accurate and relevant local information.

Conclusion

Yelp remains a popular and valuable resource for connecting people with local businesses. However, the app faces significant challenges related to technical stability, search accuracy, and review authenticity. Addressing these issues is crucial for maintaining user trust and ensuring the long-term success of the platform. By prioritizing the recommendations outlined above, Yelp can improve the user experience, strengthen its reputation, and solidify its position as a leading local discovery platform.

Original App Link

https://play.google.com/store/apps/details?id=com.yelp.android