Customer Reviews (100)

Joe Joe • 2025-03-31T06:36:47.106Z

Google pay don't work thank you for taking time to reply it's better when a company as big as yourself takes time to reply I like the breakfast and the burgers it takes time to fix something plz add Google pay when it's done I'll download the app again and try it again.

Shawna Roberts • 2025-03-31T05:06:12.366Z

I installed this app the first time every time I try to log in it would never log me in to the right place I can never get my points I tried scanning everything it kept telling me to change my password or something didn't work this app sucks. the reason they got two stars is because their burgers are the bomb otherwise I would have given him a zero Stars.

Bigfoot13 • 2025-03-31T04:37:28.778Z

Easy to order

Summary of Key Insights

The Carl's Jr. app generally receives positive feedback, with a strong emphasis on its ease of use, the value of its rewards program, and the deals offered. However, a significant minority of users experience technical issues, particularly with account registration, coupon application, and location accuracy. While the app is appreciated for its convenience and cost savings, these technical problems detract from the overall user experience and need to be addressed. The overall sentiment is positive, reflected in the high percentage of 5-star reviews.

  • Strengths: Easy to use, great deals and rewards, convenient ordering.
  • Weaknesses: Technical issues (account registration, coupon application, location accuracy), Google Pay integration, Inconsistent order fulfillment.
  • Overall Sentiment: Positive
  • Overall Rating (estimated): 4.46 (based on score distribution)
  • Score Distribution: 1-star (11%), 2-star (5%), 3-star (1%), 4-star (6%), 5-star (77%)

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the content of the reviews.
  • Analysis Methods: Sentiment analysis (qualitative assessment of positive, negative, and neutral feedback), keyword extraction (identification of frequently mentioned topics and issues), and frequency analysis (quantifying the occurrence of specific themes).

Key User Pain Points

  • Account Registration Issues: Several users reported difficulty creating accounts or logging in. This prevents them from accessing the app's features and rewards program.
  • Coupon/Deal Application Problems: Users frequently mentioned issues with applying coupons or redeeming exclusive offers at checkout. This leads to frustration and the perception that the app is misleading.
  • Location Inaccuracy: Some users experienced problems with the app directing them to the wrong location for pickup, or not recognizing their current location.
  • Google Pay Integration Issues: A user explicitly mentioned that Google Pay does not work.
  • Order Customization Limitations: One user wanted to be able to add items to their burgers, indicating a desire for more customization options.
  • App Instability/Errors: Some users reported the app running horribly or experiencing internal errors that prevent them from viewing the menu or placing orders.
  • Rewards Program Issues: Some users report issues redeeming sign-up rewards or that rewards don't work at all.
  • Grayed out/unavailable items: Some users report items grayed out in the app that are available in-store.

Frequently Requested Features

  • Google Pay Integration: Users want the convenience of using Google Pay for transactions.
  • Improved Order Customization: Users want more control over customizing their orders, such as adding specific items to burgers.
  • Gift Card Support: Users want to be able to load and use gift cards within the app without having to manually enter the number each time.
  • QR code for in-store scanning: User requested and received the QR code, resulting in a 5-star review.

Strengths and Positive Aspects

  • Ease of Use: Many users praised the app's intuitive interface and simple ordering process.
  • Deals and Rewards: The rewards program and exclusive deals are a major draw for users, who appreciate the cost savings.
  • Convenience: The app allows users to order ahead for takeout, drive-thru, or delivery, saving time and effort.
  • Fast and Quality Customer Service: Some users report fast and helpful customer service.
  • Friendly Staff: Some reviews mention friendly staff at particular locations.

Prioritized Action Recommendations

  • High Priority:
    • Fix Account Registration Issues: Address the errors preventing users from creating or accessing their accounts. This is a fundamental issue that blocks users from engaging with the app.
    • Resolve Coupon/Deal Application Problems: Ensure that coupons and exclusive offers can be reliably redeemed at checkout. Clearly communicate any restrictions or limitations.
    • Improve Location Accuracy: Implement more reliable location services to ensure accurate order placement and pickup directions.
  • Medium Priority:
    • Implement Google Pay Integration: Add Google Pay as a payment option to enhance convenience.
    • Enhance Order Customization: Allow users to customize their orders more fully, such as adding specific ingredients or sauces.
    • Address App Instability/Errors: Investigate and resolve the reported app crashes and internal errors to improve performance and reliability.
    • Implement Gift Card Support: Allow users to load and use gift cards within the app without having to manually enter the number each time.
  • Low Priority:
    • Add QR code for in-store scanning (if not already implemented): User requested and received the QR code, resulting in a 5-star review.

Opportunities for Startup Ideas

  • Personalized Recommendations Engine: Develop an AI-powered recommendation engine that suggests menu items based on user preferences, past orders, and dietary restrictions.
  • Loyalty Program Gamification: Introduce gamified elements to the rewards program, such as challenges, badges, and leaderboards, to increase user engagement.
  • Integration with Delivery Services: Partner with third-party delivery services to expand the app's reach and offer more delivery options.

Trends and Observations

  • Focus on Value: Users are highly sensitive to price and appreciate the app's deals and rewards program, especially in the current economic climate.
  • Importance of Reliability: Technical issues significantly impact user satisfaction, highlighting the need for a stable and dependable app experience.
  • Location-Specific Feedback: Some reviews mention specific Carl's Jr. locations, indicating that the app experience can vary depending on the restaurant.
  • Positive impact of customer service: When customer service issues are resolved, users are likely to increase their star rating of the app.

Conclusion

The Carl's Jr. app has a solid foundation with its user-friendly interface and valuable rewards program. However, addressing the technical issues related to account registration, coupon application, and location accuracy is crucial to improving the overall user experience. By prioritizing these improvements, Carl's Jr. can strengthen customer loyalty and drive further adoption of the app. Focus should be placed on ensuring a reliable and consistent user experience.

Original App Link

https://play.google.com/store/apps/details?id=com.carlsjr.ordering