iFood
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
iFood achieves 4.18/5 average across 74,790 reviews. The distribution is heavily skewed: 74% give 5 stars while 17% give 1 star. High ratings praise app quality and convenience. Low ratings cite delivery failures and order issues.
Customer Rating Score: 33.4/40
9% of reviews mention support or customer service. Sentiment is mixed: 27% positive, 55% neutral, 18% negative. Positive mentions praise quick resolutions. Negative mentions report chatbot limitations and difficulty reaching human agents.
Customer Support Sentiment Score: 21.9/40
75% show strong advocacy through 5-star ratings or explicit recommendations. 17% are detractors with 1-star ratings or anti-recommendations. High promoter volume driven by convenience and variety. Detractors cite trust issues from missing items.
Recommendation Intent Score: 15/20
Intuitive Service
Strengths
App interface praised as intuitive and easy to navigate. Restaurant variety creates diverse dining options. Fast delivery meets expectations consistently. Coupon system and benefits drive satisfaction.
Platform Improvements
Opportunities
Refund processing criticized as slow. Status updates from smaller restaurants lag. Delivery timing issues persist during peak hours. Excessive pop-ups disrupt user experience.
Service Failures
Critical Issues
Missing items erode trust in order accuracy. Payment problems include double charges and failed transactions. Quality complaints focus on wrong orders. Support access difficulties frustrate resolution attempts.
Promoter
Aplicativo excelente! A interface é intuitiva e fácil de usar, com uma grande variedade de opções de restaurantes e pratos. As fotos e descrições ajudam muito na escolha e o tempo de entrega é sempre dentro do esperado. Além disso, o suporte ao cliente é rápido e eficiente.
Neutral
O IFood em si é bom, tudo funciona muito bem e gosto da interface do aplicativo. Um dos problemas que posso apontar aqui, é que o IFood só traz uma certa segurança nos pedidos de lojas grandes, como McDonalds, Burguer King, etc... Isso porque as lojas mais populares nem sempre atualizam o estado dos pedidos.
Detractor
Several horrible experiences with deliver staff: items missing, violated or stolen after giving a code. The platform doesn't provide proper support and closes the case without solution at your own credit card cost. Very frustrating. Strongly advise to avoid using it.
Stage 1
Implement real-time SMS/push alerts for missing items. Reviews show trust breaks when items are absent. Proactive notification prevents frustration.
Create fast-track refund process for orders under $50. Current delays damage satisfaction. Quick resolution rebuilds confidence.
Trial Clarity's AI Agents on top 20 missing item scenarios. Automate immediate credits and apologies. Reduce support ticket volume.
Stage 2
Build payment health monitoring system. Reviews show double-charge and failed transaction patterns. Prevent issues before customer contact.
Create restaurant quality scorecards visible to customers. Surface reviews mentioning order accuracy. Drive accountability through transparency.
Deploy Clarity's AI Agents across Portuguese and Spanish channels. Handle delivery tracking and status queries. Free human agents for complex cases.
Stage 3
Build payment health monitoring system. Reviews show double-charge and failed transaction patterns. Prevent issues before customer contact.
Create restaurant quality scorecards visible to customers. Surface reviews mentioning order accuracy. Drive accountability through transparency.
Scale Clarity's AI Agents with VoC analytics to identify emerging complaint clusters. Auto-escalate fraud patterns. Surface weekly insight reports to CX leadership.
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
