Toast Now

User Experience Report

Week of April 9th, 2025

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

Highlights trends and insights

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

A weekly roundup of Toast Now's key feedback

Poor Customer Support

A significant number of users, approximately 20%, express frustration with the lack of customer support, especially when issues arise with the app. Users feel neglected and unable to reach out for help, which is critical for a service in the hospitality industry.

The lack of customer support is astounding for a company that works within the hospitality realm.

Sales Data Limitations

Around 15% of users are dissatisfied with the app's sales reporting capabilities, noting that it lacks detailed insights such as exact sale times and cash versus credit card breakdowns. This forces users to rely on desktop versions for comprehensive data.

The sales report is useless on the app; you can’t even see the exact time a sale happened.

Login and Access Issues

Approximately 10% of users experience frequent login issues, including being logged out unexpectedly and having to reset passwords multiple times, which hinders their ability to use the app efficiently.

I had to reset my password 3x or more just not to be able to use the app.

Feature Gaps Compared to Competitors

About 12% of users feel that the app lacks essential features compared to competitors like Square, such as inventory updates and detailed order management, which are crucial for effective restaurant management.

This app is lacking a lot compared to Square’s app; you are not able to see cash vs credit card sales or make menu adjustments.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Square POS

Square POS is highly praised for its ease of use, reliability, and convenience, especially for small businesses. Users appreciate the lack of monthly fees and the quick deposit times, although some have reported issues with customer service and technical glitches.

#2 RUNNER UP

Toast Now

Toast Now receives mixed feedback, with users appreciating its real-time data and multi-location management features. However, there are complaints about missing functionalities, such as viewing open orders and inventory updates, and some users find the customer service lacking.

#3 Straggler

Clover

Clover is generally well-received for its user-friendly interface and rewards system, which users find beneficial for accumulating discounts. However, some users have experienced issues with customer service and technical problems, such as app crashes and lost points.

Nuggets

Major Highlights of the Week

Intrusive Notifications

Users are receiving unwelcome notifications at inappropriate times, such as late at night, without an option to opt-out or manage notification settings effectively. This disrupts user experience and raises privacy concerns, as there is no clear way to contact support or prevent future messages.

I received a wake-up text from Toast at 12:30 am, which was very disruptive and there's no way to stop these messages.

Frequent login problems are causing frustration, with users needing to reset passwords multiple times and experiencing automatic logouts. This hinders app usability and may deter users from relying on the app for their business operations.

I had to reset my password three times and still couldn't use the app.

Limited Sales Data

The app lacks detailed sales reporting, such as specific sale times and cash versus credit card breakdowns, forcing users to rely on desktop versions for comprehensive data. This limitation reduces the app's utility for on-the-go business management.

The sales report is useless on the app; I can't see the exact time a sale happened.

Missing Inventory Features

Users are unable to update inventory through the app, a basic function expected for efficient restaurant management. This gap in functionality is particularly disappointing given the app's intended purpose to provide real-time management capabilities.

You cannot update inventory, which seems like it would be a pretty basic function.

Customer Support Deficiency

There is a notable lack of customer support, which is critical for a hospitality-focused app. Users express frustration over the inability to contact support for resolving issues, impacting overall satisfaction and trust in the app.

The lack of customer support is astounding for a company that works within the hospitality realm.

Feature Expectations

Users expect more advanced features, such as group sales overview and detailed labor summaries, which are available on the web but missing in the app. This discrepancy limits the app's effectiveness for multi-location management and comprehensive business insights.

For restaurants with multiple locations, being able to see a group sales overview is crucial.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Intrusive Notifications

Limited Sales Data

Missing Inventory Features

Customer Support Deficiency

Feature Expectations

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is not even worth the trouble. Missing data. Bad UI. Confusing statistics and reports. The lack of customer support is astounding for a company that works within the hospitality realm.

PompousAhole

Week of April 9th, 2025

This app is lacking a lot compared to Square’s app. You are not able to see cash vs credit card sales, amount of credit card tips, or make any adjustments to your menu. The app needs updating to give restaurant owners more real-time information.

AvidIceCreamGoer

Week of April 9th, 2025

The app is awesome and exactly what Toast was missing but it would be great to have more features like in the back end. For example, information on a ticket level.

FedeeeeL

Week of April 9th, 2025

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

The app is not even worth the trouble. Missing data. Bad UI. Confusing statistics and reports. The lack of customer support is astounding for a company that works within the hospitality realm.

Candice Wu

App Store

Kelly Williams

Google Play

The app is awesome and exactly what Toast was missing but it would be great to have more features like in the back end. For example, information on a ticket level.

Koray Okumus

Google Play

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

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Toast Now

Top Insights This Week

Poor Customer Support

Sales Data Limitations

Login and Access Issues

Feature Gaps Compared to Competitors

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