Customer Reviews (100)

Clever Coins • 2025-10-29T16:37:14.329Z

You got rid of the deals RLY CMON RLY WAT CMONNN

Michael Doran • 2025-10-29T15:12:35.216Z

The old app was great. This new app won't process my cards and instead prompts me to add Google or apple pay (which there's no way to add that I can find). Take my money, it's not hard!

Kevin Jones • 2025-10-28T17:33:33.323Z

Easy to earn points, easy to use overall a great app

Summary of Key Insights

The Checkers & Rally's Rewards app receives mixed reviews, with a concerning number of users reporting negative experiences, particularly after a recent update. The primary weakness appears to be the update itself, which has introduced login issues, removed coupons and rewards visibility, and created a clunky user interface. While some users appreciate the ease of earning points and ordering, the overwhelming sentiment leans negative due to the instability and feature regressions introduced by the update.

Quantitative Metrics:

  • Overall Rating (estimated): Considering the reviews and their recency, the current Play Store rating is misleading. A more accurate reflection based solely on these reviews would be significantly lower.
  • Score Distribution:
    • 1-star: 55%
    • 2-star: 9%
    • 3-star: 2%
    • 4-star: 8%
    • 5-star: 26%

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: The reviews appear to be primarily focused on the current version of the app, with many explicitly mentioning a recent update.
  • Analysis Methods: Manual sentiment analysis and keyword extraction were used to identify recurring themes, user pain points, requested features, and positive aspects. The high number of 1-star reviews after the update strongly suggests that the update is the root cause of many of the issues.

Key User Pain Points

  • Login Issues: Many users are unable to log in after the update, even after resetting their passwords. Some are locked out due to old phone numbers being associated with their accounts, with no way to update them.
  • Loss of Coupons and Rewards: A significant number of users report that coupons and rewards are no longer visible or accessible in the app after the update. They feel that the removal of these incentives decreases the value of using the app.
  • Poor User Interface (UI): Users describe the new UI as clunky, unusable, and difficult to navigate. Some compare it unfavorably to other fast-food apps.
  • Ordering Problems: Some users experience issues with ordering, including orders being canceled, being routed through DoorDash unexpectedly, and difficulty finding menu items.
  • Payment Issues: Some users have problems processing payments, particularly with cards and Google/Apple Pay integration.
  • Location Issues: The app doesn't show all checkers locations.

Frequently Requested Features

  • Restore Previous Functionality: Many users explicitly request a return to the previous app version, which they found more user-friendly and functional.
  • Improved Customer Support: Users want an easy way to contact customer support to resolve login issues, update phone numbers, and address other problems.
  • Clear Rewards Visibility: Users want to be able to easily see their available rewards and coupons within the app.
  • Order Cancellation: Users desire the ability to cancel orders directly through the app, especially in cases of accidental location selection or incorrect order placement.
  • Change Phone Number: Users need a way to update their phone number associated with their account.
  • Wider Delivery Range: Users want a wider delivery range, ideally through integrations with services like DoorDash, and better contact with customer service.

Strengths and Positive Aspects

  • Ease of Earning Points: Some users find it easy to earn points through the app.
  • Easy Ordering (Pre-Update): Before the update, some users found the app convenient for ordering.
  • Good Deals (Pre-Update): The availability of coupons and deals was a major draw for many users before the update.
  • Food Quality: Many users praise the quality of the food at Checkers & Rally's.

Prioritized Action Recommendations

High Priority:

  • Address Login Issues: Immediately investigate and resolve the login problems that many users are experiencing. Provide a clear path for users to recover their accounts, especially those with outdated phone numbers.
  • Restore Missing Coupons and Rewards: Reinstate the visibility and functionality of coupons and rewards within the app.
  • Improve User Interface: Revamp the UI to make it more intuitive and user-friendly. Consider reverting to the previous design if the new design is fundamentally flawed.
  • Fix Ordering Problems: Address the issues with order cancellations, unexpected DoorDash routing, and menu item availability.
  • Implement a Rollback Option: If the new version is fundamentally flawed, consider temporarily rolling back to the previous version while addressing the issues.

Medium Priority:

  • Enhance Customer Support: Provide an easily accessible way for users to contact customer support directly through the app.
  • Implement Order Cancellation: Add the ability to cancel orders within a reasonable timeframe.
  • Payment Integration: Improve the integration with payment methods like Google Pay and Apple Pay.

Low Priority:

  • Wider Delivery Range: Explore options for expanding the delivery range through integrations with delivery services.
  • UI Polish: Address minor UI issues and inconsistencies.

Opportunities for Startup Ideas

  • Mobile App Rollback Service: A service that allows app developers to easily roll back to previous versions of their apps in case of major issues with updates.
  • Simplified Customer Support Integration: A platform that provides easy-to-integrate customer support solutions for mobile apps, including in-app chat, FAQ, and contact forms.

Trends and Observations

  • Negative Sentiment Shift After Update: There is a clear and significant shift towards negative sentiment after the recent app update.
  • Focus on Rewards and Deals: Users are highly motivated by the availability of coupons and rewards, indicating a strong price sensitivity.
  • Technical Issues Dominate: Technical issues, such as login problems and UI glitches, are the primary drivers of negative reviews.

Conclusion

The Checkers & Rally's Rewards app is currently facing significant challenges due to a problematic update. The high number of negative reviews and the severity of the reported issues indicate that immediate action is needed to address the login problems, restore missing features, and improve the user interface. Failure to address these issues will likely result in a continued decline in user satisfaction and app usage. The recommendation is to prioritize fixing the critical issues introduced by the update and consider rolling back to the previous version if necessary.

Original App Link

https://play.google.com/work/apps/details?id=com.paytronix.client.android.app.checkersandrallys