Summary of Key Insights

The Sam's Club app enjoys a generally positive sentiment, largely driven by the Scan & Go feature, which significantly enhances the in-store shopping experience. However, issues with delivery, online ordering, and customer service detract from the overall experience for some users. The app's pharmacy features also receive positive mentions. A recent shift in sentiment appears to be linked to concerns about changes in shipping policies and the removal of DEI programs.

• Key Strengths: Scan & Go, ease of use for basic functions, pharmacy features, and in-store experience when the app functions correctly.
• Key Weaknesses: Delivery inconsistencies, issues with online ordering (minimum order amounts, shipping fees, out-of-stock items), app glitches (especially with gas pump scanning and digital card registration), and customer service problems.
• Overall Sentiment: Positive, but with a growing undercurrent of dissatisfaction related to policy changes and service issues.
• Quantitative Metrics:
  • Overall Rating (Implied): Approximately 4.5 stars (based on score distribution).
  • Score Distribution: 1-star (10.6%), 2-star (3.6%), 3-star (9.2%), 4-star (5.2%), 5-star (71.4%).

Data & Methodology Overview

• Data Sample Size: 500 reviews
• Time Frame: Not explicitly stated, but likely recent based on the mention of current policies and app versions.
• Analysis Methods:
  • Sentiment Analysis: Manual assessment of review tone (positive, negative, neutral).
  • Keyword Extraction: Identification of frequently used words and phrases to determine common themes and issues.
  • Categorical Analysis: Grouping reviews based on topics such as Scan & Go, delivery, online ordering, customer service, etc.

Key User Pain Points

• Delivery Issues:
  • Missing items in orders
  • Late or non-existent deliveries
  • Damaged items upon arrival
  • Items left outside, exposed to weather
  • Inconsistent delivery windows
• Online Ordering Problems:
  • Minimum order amounts for free shipping ($50 requirement is a frequent complaint)
  • Shipping fees, especially for Plus members
  • Out-of-stock items not clearly indicated online
  • Website/app glitches during ordering process
  • Difficulty finding items
  • Inability to use EBT card for online orders
• App Functionality Issues:
  • Scan & Go malfunctions (barcode scanner not working, app crashing)
  • Gas pump scanning problems
  • Difficulty registering digital card
  • App instability and lag
  • Payment issues
• Customer Service Deficiencies:
  • Long wait times
  • Unhelpful or unresponsive agents
  • Difficulty resolving issues
  • Perceived racist behavior
• In-Store Issues:
  • Lack of assistance with motorized carts
  • Dirty restrooms
  • Lack of available carts

Frequently Requested Features

• Apple Pay Integration
• Store Maps in the App
• Ability to Add to Orders After Initial Placement
• Faster Shipping Options
• Improved Search Functionality
• Option to Split Payments
• Easier Way to Check Card Balance
• Option to Send Verification Code to Alternate Phone Number
• Option to Use Gift Cards with Scan & Go
• Way to Switch Between Delivery and Pickup in Order

Strengths and Positive Aspects

• Scan & Go Feature: Highly praised for its convenience and time-saving benefits. It's the most frequently cited positive aspect.
• Ease of Use (General): Many users find the app easy to navigate for basic tasks.
• Pharmacy Features: Appreciated for prescription management, refills, and immunization scheduling.
• Good Prices: Mentioned as a primary reason for shopping at Sam's Club.
• Convenience: The app provides convenience, especially for those with mobility issues or busy schedules.
• Helpful Employees: Some reviews highlight positive interactions with staff members.

Prioritized Action Recommendations

• High Priority:
  • Address Delivery Issues: Investigate and resolve the root causes of missing items, late deliveries, and damaged goods. Implement stricter quality control measures for delivery services.
  • Fix App Glitches: Prioritize fixing the most frequently reported app issues, such as Scan & Go malfunctions (especially at gas pumps), digital card registration problems, and app instability.
  • Improve Customer Service: Increase staffing levels, provide better training to customer service agents, and empower them to resolve issues effectively.
  • Re-evaluate Shipping Policies: Address concerns about the $50 minimum order amount for free shipping. Consider offering free shipping for Plus members regardless of order total or explore alternative shipping options.
• Medium Priority:
  • Enhance Online Ordering Experience: Improve search functionality, clearly indicate out-of-stock items, and streamline the ordering process.
  • Implement Requested Features: Prioritize adding features like Apple Pay integration, store maps, and the ability to add to existing orders.
  • Improve In-Store Cleanliness: Ensure restrooms are regularly cleaned and maintained.
  • Address Perceived Bias: Investigate claims of discriminatory behavior and implement diversity and inclusion training for employees.
• Low Priority:
  • Improve Packaging: Address issues with items being packed improperly.
  • Monitor and Address DEI Concerns: Be prepared to address customer concerns about DEI policies.

Opportunities for Startup Ideas

• Delivery Optimization Service: A startup could partner with Sam's Club (or compete) to provide a premium delivery service with guaranteed delivery times, package tracking, and enhanced quality control.
• In-Store Navigation App: An app that provides detailed store maps, item locations, and real-time inventory information could enhance the in-store shopping experience.
• Personalized Shopping Assistant: An AI-powered app that learns user preferences and recommends relevant products and deals could increase sales and customer loyalty.
• EBT Payment Solution for Online Orders: A fintech startup could develop a secure and compliant solution for processing EBT payments for online grocery orders.

Trends and Observations

• Language Preference: Predominantly English reviews, with a noticeable number of Spanish reviews.
• Shift in Sentiment: A recent increase in negative reviews appears to be related to changes in shipping policies and the DEI controversy.
• Recurring Positive Feedback: The Scan & Go feature consistently receives high praise.
• Geographic Variations: Some reviews mention specific store locations, suggesting potential regional differences in service quality or product availability.

Conclusion

The Sam's Club app is a valuable asset, particularly due to the Scan & Go feature. However, addressing the identified pain points related to delivery, online ordering, app functionality, and customer service is crucial for maintaining customer satisfaction and competitiveness. The recent shift in sentiment highlights the importance of carefully considering the impact of policy changes on customer perception. By prioritizing the recommended actions, Sam's Club can further enhance the app and strengthen its position in the market.

Original App Link

https://apps.apple.com/us/app/sams-club-pickup-delivery/id382497397?uo=2