Just Eat Takeaway
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
Average rating is 2.81 out of 5.0, showing a polarized customer base. 47.4% give 1 star while 37.9% give 5 stars. Low ratings stem from delivery delays, missing items, and refund difficulties. High ratings praise food quality and delivery speed.
Customer Rating Score: 22.5/40
Support mentioned in 17.9% of reviews with overwhelmingly negative sentiment. Common complaints include no phone contact, AI chatbots that don't resolve issues, and refusal to refund missing items. Only 10.5% of support mentions are positive. The score reflects severe dissatisfaction with customer service accessibility.
Customer Support Sentiment Score: 4.6/40
Only 44% of reviewers show promoter intent despite high 5-star count. Strong detractor language dominates with 51.5% actively discouraging use. Promoters praise food quality and convenience. Detractors cite broken trust from undelivered orders and poor refund policies.
Recommendation Intent Score: 8.8/20
Reliable Delivery
Strengths
Food arrives hot and fresh when delivered successfully. App interface is intuitive and easy to navigate. Wide restaurant selection provides variety. Delivery drivers who complete orders are often friendly and professional.
Service Improvements
Opportunities
Delivery time estimates are frequently inaccurate and change mid-order. Service fees and platform markup frustrate price-conscious customers. Missing items occur regularly without adequate compensation. Order tracking needs to reflect actual driver status more accurately.
Support Refunds
Critical Issues
Customer support is nearly impossible to reach with no phone number and AI chatbots that fail to resolve issues. Orders marked as delivered when never received with refund requests denied. Refund policies refuse compensation even with clear evidence of problems. This creates significant trust erosion and financial loss for customers.
Promoter
Brilliant food always on time always hot beautiful food always happy
Neutral
minimal compensation only offered from just eat for issues with orders. but when food is over 2 hrs late and cold, no refund from the restaurant can be obtained leaving customers out of pocket and still hungry as just eat refuse to step in.
Detractor
Awful experience, no customer service anymore. No one to speak to about an order, live chat with AI that just sends you round in circles and not getting anywhere. No number to ring. Food took 2 hours to be delivered, and was cold. No way to cancel midway through. It's even difficult to complain. Used to be a good company but has just gone downhill.
Stage 1
Implement human support callback system for high-value complaints about missing orders and non-deliveries within 30 minutes.
Create real-time driver tracking with GPS validation before marking orders delivered to prevent false completion claims.
Trial Clarity's AI Agents to handle the 18% of inquiries about delivery status updates and order tracking queries.
Stage 2
Establish restaurant and driver quality scorecards based on completion rates, missing items, and customer feedback patterns.
Create transparent service fee breakdowns showing value provided to reduce price sensitivity complaints identified in reviews.
Deploy Clarity's AI Agents across web and app channels to resolve missing item claims and process evidence-based refunds instantly.
Stage 3
Establish restaurant and driver quality scorecards based on completion rates, missing items, and customer feedback patterns.
Create transparent service fee breakdowns showing value provided to reduce price sensitivity complaints identified in reviews.
Scale Clarity's AI Agents with VoC analytics to surface emerging issues like fraudulent delivery completions and route insights to operations teams.
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