Freshful
Freshful
Freshful
47.4/100
47.4/100
Overall CX Score
Overall CX Score
Freshful
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
CX Intelligence
Key Metrics
CX Intelligence
Key Metrics
25.3/40
25.3/40
Customer Rating Score
Customer Rating Score
11.8/40
11.8/40
Support Sentiment Score
Support Sentiment Score
10.3/20
10.3/20
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of Freshful's CX Intelligence Score
of Freshful's CX Intelligence Score
of Freshful's CX Intelligence Score
Average rating is 3.16/5. Distribution is polarized: 51.5% promoters (4-5 stars) and 44.4% detractors (1-2 stars). Low ratings cite spoiled produce, delivery failures, and SGR refund disputes. High ratings praise convenience and time savings.
Customer Rating Score: 25.3/40
Average rating is 3.16/5. Distribution is polarized: 51.5% promoters (4-5 stars) and 44.4% detractors (1-2 stars). Low ratings cite spoiled produce, delivery failures, and SGR refund disputes. High ratings praise convenience and time savings.
Customer Rating Score: 25.3/40
Average rating is 3.16/5. Distribution is polarized: 51.5% promoters (4-5 stars) and 44.4% detractors (1-2 stars). Low ratings cite spoiled produce, delivery failures, and SGR refund disputes. High ratings praise convenience and time savings.
Customer Rating Score: 25.3/40
17 reviews mention support or customer service. 14 are negative, citing non-responsive chat, unresolved SGR issues, and forced Facebook contact. Only 2 are positive. Score reflects severe dissatisfaction with support responsiveness.
Customer Support Sentiment Score: 11.8/40
17 reviews mention support or customer service. 14 are negative, citing non-responsive chat, unresolved SGR issues, and forced Facebook contact. Only 2 are positive. Score reflects severe dissatisfaction with support responsiveness.
Customer Support Sentiment Score: 11.8/40
17 reviews mention support or customer service. 14 are negative, citing non-responsive chat, unresolved SGR issues, and forced Facebook contact. Only 2 are positive. Score reflects severe dissatisfaction with support responsiveness.
Customer Support Sentiment Score: 11.8/40
51.5% show strong advocacy, praising convenience and product quality. 44.4% actively discourage use due to quality issues and poor service. Weak passive segment (4.1%) indicates polarized sentiment with minimal middle ground.
Recommendation Intent Score: 10.3/20
51.5% show strong advocacy, praising convenience and product quality. 44.4% actively discourage use due to quality issues and poor service. Weak passive segment (4.1%) indicates polarized sentiment with minimal middle ground.
Recommendation Intent Score: 10.3/20
51.5% show strong advocacy, praising convenience and product quality. 44.4% actively discourage use due to quality issues and poor service. Weak passive segment (4.1%) indicates polarized sentiment with minimal middle ground.
Recommendation Intent Score: 10.3/20
Key Findings
Key Findings
Key Findings
Convenient Service
Strengths
Convenience and time-saving dominate positive feedback. Users value doorstep delivery, varied product selection, and SGR recycling pickup. Genius members appreciate exclusive promotions and multi-address ordering capabilities.
Convenient Service
Strengths
Convenience and time-saving dominate positive feedback. Users value doorstep delivery, varied product selection, and SGR recycling pickup. Genius members appreciate exclusive promotions and multi-address ordering capabilities.
Convenient Service
Strengths
Convenience and time-saving dominate positive feedback. Users value doorstep delivery, varied product selection, and SGR recycling pickup. Genius members appreciate exclusive promotions and multi-address ordering capabilities.
Platform Improvements
Opportunities
Delivery timing reliability needs urgent improvement. Users report frequent delays beyond promised windows. App stability issues affect login and address entry. SGR program execution requires better scanning accuracy and payment transparency.
Platform Improvements
Opportunities
Delivery timing reliability needs urgent improvement. Users report frequent delays beyond promised windows. App stability issues affect login and address entry. SGR program execution requires better scanning accuracy and payment transparency.
Platform Improvements
Opportunities
Delivery timing reliability needs urgent improvement. Users report frequent delays beyond promised windows. App stability issues affect login and address entry. SGR program execution requires better scanning accuracy and payment transparency.
Quality Failures
Critical Issues
Product quality failures are severe: spoiled produce, damaged items, and incorrect weights repeatedly mentioned. Missing items from orders without proactive customer notification create trust erosion. Refund delays (72 hours) and voucher-only policies for SGR disputes cause financial strain.
Quality Failures
Critical Issues
Product quality failures are severe: spoiled produce, damaged items, and incorrect weights repeatedly mentioned. Missing items from orders without proactive customer notification create trust erosion. Refund delays (72 hours) and voucher-only policies for SGR disputes cause financial strain.
Quality Failures
Critical Issues
Product quality failures are severe: spoiled produce, damaged items, and incorrect weights repeatedly mentioned. Missing items from orders without proactive customer notification create trust erosion. Refund delays (72 hours) and voucher-only policies for SGR disputes cause financial strain.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
I like the app and believe Freshful makes our lives easier and more beautiful, primarily through the time gained. As a suggestion for improvement, there should be the ability to search in the favorites list to find desired products more easily.
Neutral
Where is the 'report a problem' button? Did you enter Wolt mode? Don't you call because we go out from time to time?
Detractor
They delay and cancel your order way too often. Courier doesn't answer the phone. Support literally lies to your face and blames system errors, but they can't figure out how to place a level 2 support ticket to unblock the issue.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Implement mandatory SMS/app notifications when items are missing from orders before courier dispatch, giving customers choice to proceed or cancel
Create dedicated quality control checkpoint for produce freshness before packing, addressing the repeated complaints about spoiled vegetables and fruits
Trial Clarity's AI Agents to handle high-volume SGR refund inquiries and delivery delay notifications, automating the 17 support-related complaints about slow response times
Stage 2
Establish produce supplier quality scorecards based on customer feedback to systematically eliminate spoilage issues
Create proactive compensation workflows for delivery delays beyond 30 minutes of promised window, rebuilding trust with frustrated customers
Deploy Clarity's AI Agents across chat and email channels to resolve SGR scanning disputes, login errors, and order status inquiries in both Romanian and English
Stage 3
Establish produce supplier quality scorecards based on customer feedback to systematically eliminate spoilage issues
Create proactive compensation workflows for delivery delays beyond 30 minutes of promised window, rebuilding trust with frustrated customers
Scale Clarity's AI Agents with VoC analytics to continuously surface trends from Romanian-language reviews, identifying emerging quality and delivery patterns before they become critical
Stage 1
Implement mandatory SMS/app notifications when items are missing from orders before courier dispatch, giving customers choice to proceed or cancel
Create dedicated quality control checkpoint for produce freshness before packing, addressing the repeated complaints about spoiled vegetables and fruits
Trial Clarity's AI Agents to handle high-volume SGR refund inquiries and delivery delay notifications, automating the 17 support-related complaints about slow response times
Stage 2
Establish produce supplier quality scorecards based on customer feedback to systematically eliminate spoilage issues
Create proactive compensation workflows for delivery delays beyond 30 minutes of promised window, rebuilding trust with frustrated customers
Deploy Clarity's AI Agents across chat and email channels to resolve SGR scanning disputes, login errors, and order status inquiries in both Romanian and English
Stage 3
Establish produce supplier quality scorecards based on customer feedback to systematically eliminate spoilage issues
Create proactive compensation workflows for delivery delays beyond 30 minutes of promised window, rebuilding trust with frustrated customers
Scale Clarity's AI Agents with VoC analytics to continuously surface trends from Romanian-language reviews, identifying emerging quality and delivery patterns before they become critical
Stage 1
Implement mandatory SMS/app notifications when items are missing from orders before courier dispatch, giving customers choice to proceed or cancel
Create dedicated quality control checkpoint for produce freshness before packing, addressing the repeated complaints about spoiled vegetables and fruits
Trial Clarity's AI Agents to handle high-volume SGR refund inquiries and delivery delay notifications, automating the 17 support-related complaints about slow response times
Stage 2
Establish produce supplier quality scorecards based on customer feedback to systematically eliminate spoilage issues
Create proactive compensation workflows for delivery delays beyond 30 minutes of promised window, rebuilding trust with frustrated customers
Deploy Clarity's AI Agents across chat and email channels to resolve SGR scanning disputes, login errors, and order status inquiries in both Romanian and English
Stage 3
Establish produce supplier quality scorecards based on customer feedback to systematically eliminate spoilage issues
Create proactive compensation workflows for delivery delays beyond 30 minutes of promised window, rebuilding trust with frustrated customers
Scale Clarity's AI Agents with VoC analytics to continuously surface trends from Romanian-language reviews, identifying emerging quality and delivery patterns before they become critical
Your voice of customer, unified
Your voice of customer, unified
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
How leading brands use Clarity
How leading brands use Clarity
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
126 million
global subscribers
126 million
global subscribers
126 million
global subscribers
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
467,000
monthly customers
467,000
monthly customers
467,000
monthly customers
System normal
System normal
System normal