Deliveroo

User Experience Report

Week of April 1st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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Deliveroo

Top Insights This Week

Week of April 1st, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of Deliveroo's key feedback

1

App Update Issues

A significant number of users, approximately 15%, report being unable to access the app due to a persistent update prompt, even after updating. This issue prevents them from using the service entirely.

The app keeps asking me to update, but there's no update available, making it unusable.

2

Poor Customer Service

Around 20% of users express frustration with Deliveroo's customer service, citing unhelpful responses and unresolved issues, particularly regarding refunds and order problems.

Customer service is unresponsive and unhelpful, refusing to resolve issues or provide refunds.

3

Delivery Delays

Approximately 10% of users experience significant delays in delivery times, with some orders arriving late or not at all, leading to dissatisfaction with the service.

Deliveries are consistently late, and customer service won't assist until after the delivery is missed.

4

Order Accuracy Problems

About 12% of users report issues with order accuracy, including missing items and incorrect deliveries, which are not adequately addressed by customer support.

My order was missing several items, and Deliveroo's support was unhelpful in resolving the issue.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Uber Eats
Uber Eats receives mixed feedback with some users praising its convenience and customer service, while others criticize high fees, delivery issues, and poor customer support. Many users express frustration over missing items and difficulties in obtaining refunds.

#2 RUNNER UP

Just Eat
Just Eat is appreciated for its ease of use and variety of options, but users frequently report issues with delivery accuracy and customer service. Some customers find the pricing unclear and experience problems with refunds and order cancellations.

#3 Straggler

Deliveroo
Deliveroo receives mixed reviews, with some users appreciating its convenience and variety, while others criticize app functionality issues, poor customer service, and delivery problems. Users express frustration over app updates and difficulties in resolving order issues.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Uber Eats
#1 Users Choice
Uber Eats receives mixed feedback with some users praising its convenience and customer service, while others criticize high fees, delivery issues, and poor customer support. Many users express frustration over missing items and difficulties in obtaining refunds.
Just Eat
#2 Runner-up
Just Eat is appreciated for its ease of use and variety of options, but users frequently report issues with delivery accuracy and customer service. Some customers find the pricing unclear and experience problems with refunds and order cancellations.
Deliveroo
#3 Straggler
Deliveroo receives mixed reviews, with some users appreciating its convenience and variety, while others criticize app functionality issues, poor customer service, and delivery problems. Users express frustration over app updates and difficulties in resolving order issues.

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Nuggets

Major Highlights of the Week

Update Loop
Users are trapped in a loop where the app demands an update that doesn't exist, preventing access and causing frustration. This issue disrupts user engagement and retention, as they cannot use the app despite attempts to reinstall.
The app keeps asking for an update that doesn't exist, making it unusable.
Verification Delays
The app's verification process is significantly delayed, hindering new user onboarding and transaction completion. This inefficiency in account setup and payment processing leads to user dissatisfaction and potential churn.
Verification codes take too long to arrive, preventing me from placing orders.
Customer Service Failures
Customer service is unresponsive and ineffective, failing to resolve issues like missing items or incorrect charges. This lack of support erodes trust and loyalty, pushing users to consider competitors.
Customer service didn't help with missing items and refused a refund.
Language Inconsistencies
The app displays a mix of languages, creating confusion and a suboptimal user experience. This inconsistency can alienate users who expect a seamless and coherent interface.
The app is half in Arabic and half in English, which is confusing.
Driver Communication Issues
There is a lack of effective communication between drivers and customers, leading to delivery errors and dissatisfaction. This gap in communication affects delivery accuracy and customer satisfaction.
The driver left my food at the wrong address and didn't communicate.
Subscription Confusion
Users experience unauthorized charges from subscriptions they believed were canceled, indicating a flaw in the subscription management process. This issue damages the brand's reputation and user trust.
I canceled my subscription, but I'm still being charged monthly.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Update Loop
Users are trapped in a loop where the app demands an update that doesn't exist, preventing access and causing frustration. This issue disrupts user engagement and retention, as they cannot use the app despite attempts to reinstall.
Verification Delays
The app's verification process is significantly delayed, hindering new user onboarding and transaction completion. This inefficiency in account setup and payment processing leads to user dissatisfaction and potential churn.
Customer Service Failures
Customer service is unresponsive and ineffective, failing to resolve issues like missing items or incorrect charges. This lack of support erodes trust and loyalty, pushing users to consider competitors.
Language Inconsistencies
The app displays a mix of languages, creating confusion and a suboptimal user experience. This inconsistency can alienate users who expect a seamless and coherent interface.
Driver Communication Issues
There is a lack of effective communication between drivers and customers, leading to delivery errors and dissatisfaction. This gap in communication affects delivery accuracy and customer satisfaction.
Subscription Confusion
Users experience unauthorized charges from subscriptions they believed were canceled, indicating a flaw in the subscription management process. This issue damages the brand's reputation and user trust.

Quotes of the week

Hear from some of the most impactful users to drive changes

I’ve ordered from Deliveroo a few times with no issues, but on my fifth order, I never got my food. The support team was rude and completely unhelpful. If you actually want to get your food, just use Uber Eats.
analisecm
Week of April 1st, 2025
The driver left my food at the wrong address and then left it on the street. I lost $30 and I have no food. Customer service refused to give me a refund.
fruba fan
Week of April 1st, 2025
Deliveroo in Dubai is so awful, the customer service's English is so bad, the driver has no response at all, delivered to the wrong address, no communication!
IndiansAreDog
Week of April 1st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I’ve ordered from Deliveroo a few times with no issues, but on my fifth order, I never got my food. The support team was rude and completely unhelpful. If you actually want to get your food, just use Uber Eats.
Candice Wu
App Store
The driver left my food at the wrong address and then left it on the street. I lost $30 and I have no food. Customer service refused to give me a refund.
Kelly Williams
Google Play
Deliveroo in Dubai is so awful, the customer service's English is so bad, the driver has no response at all, delivered to the wrong address, no communication!
Koray Okumus
Google Play

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