Instacart – Grocery Delivery

User Experience Report

Week of February 21st, 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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All Insights

TOP INSIGHTS

A weekly roundup of Instacart – Grocery Delivery's key feedback

Overcharging Issues

Many users report being charged more than expected, with discrepancies between app prices and actual receipts. Addressing this could potentially increase NPS by 20%.

Unauthorized Charges

Many users report being charged more than expected, with discrepancies between app prices and actual receipts. Addressing this could potentially increase NPS by 20%.

Stock Inaccuracy

Users experience significant app issues, such as inability to place orders or incorrect stock information. Resolving these could reduce user frustration and improve retention.

Customer Service Delays

Several users report being charged for subscriptions without consent or clear communication. Clarifying subscription terms and processes could prevent negative experiences.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Shipt

Shipt is generally well-received, with users highlighting its user-friendly interface and timely deliveries. However, some users mention occasional issues with item availability and pricing discrepancies.

#2 RUNNER UP

Amazon Fresh

Amazon Fresh receives the most positive feedback, with users praising its reliable delivery service and fresh produce. Customers appreciate the ease of use and the accuracy of the app, making it a preferred choice for many.

#3 Straggler

Walmart Grocery

Walmart Grocery garners mixed reviews, with users appreciating the convenience and variety of products. However, there are frequent complaints about delivery delays and customer service inefficiencies.

Nuggets

Major Highlights of the Week

App Access Issue

Users are unable to access the app directly and must go through the App Store each time. This indicates a potential issue with app installation or updates. The Product team should investigate the app's installation process and ensure seamless access for users to improve user experience and retention.

Unauthorized Charges

Multiple users report being charged for subscriptions or orders without their consent. This suggests a flaw in the billing system or user account management. The Product team should implement stricter authorization protocols and provide clear opt-in options to prevent unauthorized charges and enhance trust.

Stock Inaccuracy

Users frequently encounter discrepancies between app stock information and actual availability, leading to incomplete orders. This highlights a need for real-time inventory updates. The Product team should integrate a more accurate inventory management system to ensure users receive reliable stock information, reducing order errors and improving satisfaction.

Customer Service Delays

Users express frustration with slow and ineffective customer service, particularly in resolving billing and order issues. This indicates a need for improved support processes. The Product team should streamline customer service workflows and enhance training to ensure timely and effective resolution of user concerns, boosting overall satisfaction.

High Service Fees

Users are dissatisfied with high service fees and additional charges, which are perceived as excessive. This suggests a need to reassess pricing structures. The Product team should evaluate the fee structure and consider offering more transparent pricing or tiered service options to align with user expectations and improve value perception.

Location Detection Issues

Users report problems with the app's location detection, particularly in Canada, affecting order accuracy. This indicates a technical issue with geolocation services. The Product team should enhance the app's location detection capabilities to ensure accurate store and delivery information, improving user experience and order fulfillment.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Access Issue

Unauthorized Charges

Stock Inaccuracy

Customer Service Delays

High Service Fees

Location Detection Issues

Quotes of the week

Hear from some of the most impactful users to drive changes

I've been overcharged multiple times, with extra fees and service taxes adding up to over $40 on a single order. Customer service is inefficient and doesn't resolve these issues, making it not worth using Instacart anymore.

App Store

The app often shows items as 'in stock' when they're not, leading to incomplete orders and last-minute replacements. It's frustrating and expensive, especially when the app isn't accurate in real-time.

Google Play

I was charged for a year's membership without my consent, and customer service claims there's no option to reverse the charges. It's disappointing and feels like a scam.

Google Play

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

I was charged for a year's membership without my consent, and customer service claims there's no option to reverse the charges. It's disappointing and feels like a scam.

Koray Okumus

Google Play

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User Experience Report

Instacart – Grocery Delivery

Top Insights This Week

Overcharging Issues

Unauthorized Charges

Stock Inaccuracy

Customer Service Delays

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

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts