Wawa

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.

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All Insights

TOP INSIGHTS

A weekly roundup of Wawa's key feedback

Login Issues

A significant number of users, approximately 30%, report persistent login issues, including being logged out unexpectedly and facing errors when trying to log back in. This problem leads to frustration as users lose access to their accounts and accumulated points.

I was logged out of the app and now can't log back in, losing all my points.

Gift Card Limitations

Around 20% of users are frustrated with the inability to combine gift cards or use them alongside other payment methods. This limitation prevents them from utilizing small balances effectively, leading to dissatisfaction.

I can't combine my gift cards or use them with Apple Pay, which is very frustrating.

Connectivity Problems

Approximately 15% of users experience connectivity issues, particularly when using a VPN or when off Wi-Fi, which affects their ability to use the app smoothly and reliably.

The app doesn't work off Wi-Fi, and I can't say 'I'm here' for pickup because it won't load.

Order and Reward Delays

About 10% of users are affected by delays in order processing and reward point updates, which disrupts their experience and causes inconvenience when trying to redeem rewards or pick up orders.

I had to wait for my points to update after a purchase, which was discouraging.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Sheetz

Sheetz receives high praise for its user-friendly app, efficient service, and great rewards program. Customers appreciate the convenience of ordering food and fuel through the app, and the friendly in-store experience is frequently highlighted.

#2 RUNNER UP

7-Eleven

7-Eleven is well-regarded for its clean stores and friendly staff, with many users enjoying the rewards program and app convenience. However, some users report issues with app functionality and promotions not applying correctly.

#3 Straggler

Wawa

Wawa's app faces significant criticism for frequent login issues, connectivity problems, and poor customer support. While some users appreciate the rewards system, many express frustration with the app's reliability and functionality.

Nuggets

Major Highlights of the Week

VPN Compatibility Issues

The app frequently blocks users who have VPNs enabled, leading to account lockouts and loss of access. This security measure is overly restrictive and disrupts user experience.

I lost two accounts because the app blocked me for using a VPN.

Gift Card Limitations

Users are unable to combine gift cards or use them alongside other payment methods, leaving small balances unusable. This limitation frustrates users who want to maximize their gift card value.

I can't use my gift cards unless they cover the full purchase amount, which is frustrating.

Frequent login issues and error messages prevent users from accessing their accounts, leading to lost points and inability to place orders. These technical glitches undermine the app's reliability.

I keep getting logged out and can't log back in, losing all my points.

Order Timing Inaccuracies

The app provides incorrect order readiness notifications, causing confusion and delays for users picking up their orders. This miscommunication affects the app's reliability for time-sensitive orders.

I received a notification hours after picking up my order, which was supposed to be ready earlier.

Rewards Program Devaluation

Users feel the rewards program offers minimal value, with discounts perceived as mere coupons rather than genuine rewards. This perception diminishes the incentive to use the app.

A dollar off a sandwich is not a reward; it's just a coupon.

Slow Performance

The app's slow loading times and frequent glitches frustrate users, even on high-speed connections. This performance issue detracts from the app's convenience and usability.

The app is incredibly slow, even on a 5G connection, which is unacceptable.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

VPN Compatibility Issues

The app frequently blocks users who have VPNs enabled, leading to account lockouts and loss of access. This security measure is overly restrictive and disrupts user experience.

Gift Card Limitations

Users are unable to combine gift cards or use them alongside other payment methods, leaving small balances unusable. This limitation frustrates users who want to maximize their gift card value.

Frequent login issues and error messages prevent users from accessing their accounts, leading to lost points and inability to place orders. These technical glitches undermine the app's reliability.

Order Timing Inaccuracies

Rewards Program Devaluation

Users feel the rewards program offers minimal value, with discounts perceived as mere coupons rather than genuine rewards. This perception diminishes the incentive to use the app.

Slow Performance

The app's slow loading times and frequent glitches frustrate users, even on high-speed connections. This performance issue detracts from the app's convenience and usability.

Quotes of the week

Hear from some of the most impactful users to drive changes

I wish you could combine gift cards or use a gift card and payment like Apple Pay together. It's frustrating having small balances on multiple gift cards that I can't use.

cmcmahon10

Week of April 9th, 2025

The app constantly logs you out, and if you have a VPN, it will lock and block your account. I've lost access to multiple accounts this way, which is incredibly frustrating.

Andras GG

Week of April 9th, 2025

The app is slow and glitchy, and my rewards points disappeared. It's disappointing because I rely on the app for convenience and rewards.

briannamcm

Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

I wish you could combine gift cards or use a gift card and payment like Apple Pay together. It's frustrating having small balances on multiple gift cards that I can't use.

Candice Wu

App Store

The app constantly logs you out, and if you have a VPN, it will lock and block your account. I've lost access to multiple accounts this way, which is incredibly frustrating.

Kelly Williams

Google Play

The app is slow and glitchy, and my rewards points disappeared. It's disappointing because I rely on the app for convenience and rewards.

Koray Okumus

Google Play

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User Experience Report

Wawa

Top Insights This Week

Login Issues

Gift Card Limitations

Connectivity Problems

Order and Reward 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