iFood
iFood
iFood
70.3/100
70.3/100
Overall CX Score
Overall CX Score
iFood
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
33.4/40
33.4/40
Customer Rating Score
Customer Rating Score
21.9/40
21.9/40
Support Sentiment Score
Support Sentiment Score
15/20
15/20
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of iFood's CX Intelligence Score
of iFood's CX Intelligence Score
of iFood's CX Intelligence Score
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
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
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
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
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
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
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
Key Findings
Key Findings
Key Findings
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.
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.
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.
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.
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.
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.
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.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
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.
Customized Action Plan
Customized Action Plan
Customized Action Plan
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.
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.
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.
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