Customer Reviews (100)

pranav bharne • 2025-04-30T17:58:03.727Z

good service

archana chandnani • 2025-04-30T17:57:29.150Z

Good service. Good offers... Loved to use Zomato

Ayush Gavankar • 2025-04-30T17:57:10.395Z

very good experience

Summary of Key Insights

The Zomato app generally receives positive feedback, with a high percentage of 5-star reviews. Users appreciate its good service, offers, and convenience. However, there are significant pain points related to customer support, delivery issues (late deliveries, rude delivery partners), and misleading advertising regarding offers. The app is perceived as a convenient way to order food, but improvements are needed to address reliability and customer service concerns.

Overall Rating: Positive, with a need for improvement in specific areas. Score Distribution: 5-star (63%), 4-star (19%), 3-star (3%), 2-star (0%), 1-star (15%)

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified (assuming recent reviews)
  • Analysis Methods:
    • Sentiment analysis based on star ratings and review text.
    • Keyword extraction to identify frequently mentioned topics (e.g., "service," "delivery," "offers").
    • Manual categorization of issues and feature requests.

Key User Pain Points

  • Poor Customer Support: Several users reported unhelpful or unresponsive customer support, especially when dealing with order cancellations or delivery issues. This is a recurring and significant concern.
  • Delivery Issues: Late deliveries, cancelled orders after long waits, and rude delivery partners are frequently mentioned. This impacts user satisfaction and the app's reliability.
  • Misleading Offers/False Advertising: Users complained about deceptive "1+1" offers or other promotions that are not honored by restaurants. This damages trust and can lead to legal issues.
  • Food Quality Issues: A few users reported receiving stale or low-quality food.
  • App Glitches: Some users reported experiencing glitches and usability issues within the app.
  • High Prices: Some users feel the prices are higher compared to other platforms.

Frequently Requested Features

  • More Restaurant Options: Users suggested adding specific restaurants like Dominos.
  • Improved Train Delivery: Users want a more reliable train delivery service.
  • Cash on Delivery Option: Some users still prefer the cash on delivery payment method.

Strengths and Positive Aspects

  • Good Service (generally): Many users praised the app for its good service and convenience.
  • Attractive Offers and Discounts: Users appreciate the deals and discounts available on Zomato.
  • Easy to Use Interface: The app is generally considered easy to navigate and use.
  • Wide Range of Restaurants: The app offers a diverse selection of restaurants and cuisines.
  • Convenience: Users appreciate the ability to order food from home, especially when they are unable to cook.
  • Good Delivery Service (sometimes): Some users have positive experiences with delivery speed and service.

Prioritized Action Recommendations

High Priority:

  • Improve Customer Support: Invest in training and resources to provide faster, more effective customer support. Implement clear escalation procedures for resolving issues.
  • Address Delivery Issues: Optimize delivery logistics to reduce delays and ensure timely order fulfillment. Implement a system for monitoring and addressing delivery partner behavior.
  • Ensure Accurate Offers: Verify the accuracy of promotional offers and work with restaurants to honor advertised deals. Implement a system for handling disputes related to misleading offers.

Medium Priority:

  • Improve App Stability: Address any reported glitches or usability issues to improve the user experience.
  • Enhance Food Quality Control: Implement measures to ensure food quality and freshness.
  • Monitor Pricing: Regularly compare pricing with competitors and adjust as needed to remain competitive.

Low Priority:

  • Add Requested Restaurants: Consider adding popular restaurants based on user demand.
  • Improve Train Delivery Service: Investigate and address the issues with train delivery to improve reliability.
  • Reintroduce Cash on Delivery (if feasible): Evaluate the feasibility of reintroducing cash on delivery as a payment option.

Opportunities for Startup Ideas

  • Customer Support Optimization Platform: A platform that helps Zomato and other food delivery services improve their customer support efficiency and responsiveness.
  • Delivery Partner Training Program: A training program focused on improving delivery partner behavior and customer service skills.
  • Offer Verification Service: A service that verifies the accuracy of promotional offers and ensures that restaurants are honoring advertised deals.
  • Food Quality Monitoring System: A system that uses data and feedback to monitor food quality and identify restaurants with consistent issues.

Trends and Observations

  • Language Preference: The reviews are primarily in English, with some in Hindi.
  • Sentiment Shift: Negative sentiment is often associated with specific incidents (e.g., a bad delivery experience), while positive sentiment is more general (e.g., "good service").
  • Offer Sensitivity: Users are highly sensitive to misleading offers, which can quickly erode trust.

Conclusion

Zomato has a strong foundation as a leading food delivery app, but it needs to address key pain points related to customer support, delivery, and misleading offers to maintain its competitive edge and improve user satisfaction. Prioritizing improvements in these areas will be crucial for long-term success. Overall recommendation: Focus on improving operational reliability and customer service to build trust and loyalty.

Original App Link

https://play.google.com/store/apps/details?id=com.application.zomato&hl=en_IN