SameDay
SameDay
SameDay
50.2/100
50.2/100
Overall CX Score
Overall CX Score
SameDay
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
25.9/40
25.9/40
Customer Rating Score
Customer Rating Score
19.2/40
19.2/40
Support Sentiment Score
Support Sentiment Score
5.1/20
5.1/20
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of SameDay's CX Intelligence Score
of SameDay's CX Intelligence Score
of SameDay's CX Intelligence Score
SameDay averages 3.23/5 stars across 2,242 reviews. Distribution is polarized: 49% give 5 stars while 38% give 1 star. Positive reviews praise fast delivery and convenience. Low ratings stem from delivery delays, courier issues, and locker malfunctions.
Customer Rating Score: 25.9/40
SameDay averages 3.23/5 stars across 2,242 reviews. Distribution is polarized: 49% give 5 stars while 38% give 1 star. Positive reviews praise fast delivery and convenience. Low ratings stem from delivery delays, courier issues, and locker malfunctions.
Customer Rating Score: 25.9/40
SameDay averages 3.23/5 stars across 2,242 reviews. Distribution is polarized: 49% give 5 stars while 38% give 1 star. Positive reviews praise fast delivery and convenience. Low ratings stem from delivery delays, courier issues, and locker malfunctions.
Customer Rating Score: 25.9/40
Support is mentioned in 242 reviews. Most feedback is neutral with limited interaction detail. Negative mentions cite poor responsiveness and difficulty reaching agents. Positive mentions are rare, highlighting occasional helpful responses.
Customer Support Sentiment Score: 19.2/40
Support is mentioned in 242 reviews. Most feedback is neutral with limited interaction detail. Negative mentions cite poor responsiveness and difficulty reaching agents. Positive mentions are rare, highlighting occasional helpful responses.
Customer Support Sentiment Score: 19.2/40
Support is mentioned in 242 reviews. Most feedback is neutral with limited interaction detail. Negative mentions cite poor responsiveness and difficulty reaching agents. Positive mentions are rare, highlighting occasional helpful responses.
Customer Support Sentiment Score: 19.2/40
Only 25% of reviews expressing intent show strong advocacy. Most reviews reflect passive or frustrated experiences. Detractors warn others about delays and lost packages. Advocacy is weak despite some satisfied customers.
Recommendation Intent Score: 5.1/20
Only 25% of reviews expressing intent show strong advocacy. Most reviews reflect passive or frustrated experiences. Detractors warn others about delays and lost packages. Advocacy is weak despite some satisfied customers.
Recommendation Intent Score: 5.1/20
Only 25% of reviews expressing intent show strong advocacy. Most reviews reflect passive or frustrated experiences. Detractors warn others about delays and lost packages. Advocacy is weak despite some satisfied customers.
Recommendation Intent Score: 5.1/20
Key Findings
Key Findings
Key Findings
Reliable Delivery
Strengths
Fast delivery speed when successful earns consistent praise. EasyBox locker system provides convenience for self-pickup. App functionality receives positive mentions for tracking. Some customers report reliable recent improvements.
Reliable Delivery
Strengths
Fast delivery speed when successful earns consistent praise. EasyBox locker system provides convenience for self-pickup. App functionality receives positive mentions for tracking. Some customers report reliable recent improvements.
Reliable Delivery
Strengths
Fast delivery speed when successful earns consistent praise. EasyBox locker system provides convenience for self-pickup. App functionality receives positive mentions for tracking. Some customers report reliable recent improvements.
Service Improvements
Opportunities
Delivery consistency needs improvement to reduce delays and failed attempts. Locker reliability issues require immediate attention as malfunctions frustrate customers. Support accessibility must improve with clearer contact channels. Courier training is needed for better customer interactions.
Service Improvements
Opportunities
Delivery consistency needs improvement to reduce delays and failed attempts. Locker reliability issues require immediate attention as malfunctions frustrate customers. Support accessibility must improve with clearer contact channels. Courier training is needed for better customer interactions.
Service Improvements
Opportunities
Delivery consistency needs improvement to reduce delays and failed attempts. Locker reliability issues require immediate attention as malfunctions frustrate customers. Support accessibility must improve with clearer contact channels. Courier training is needed for better customer interactions.
Delivery Failures
Critical Issues
Packages frequently delayed for days in central warehouse with no updates. Lockers malfunction regularly, leaving customers unable to retrieve packages. Lost packages occur without adequate resolution processes. Support is difficult to reach when issues arise.
Delivery Failures
Critical Issues
Packages frequently delayed for days in central warehouse with no updates. Lockers malfunction regularly, leaving customers unable to retrieve packages. Lost packages occur without adequate resolution processes. Support is difficult to reach when issues arise.
Delivery Failures
Critical Issues
Packages frequently delayed for days in central warehouse with no updates. Lockers malfunction regularly, leaving customers unable to retrieve packages. Lost packages occur without adequate resolution processes. Support is difficult to reach when issues arise.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
This company had a bad start and they used to be terrible, but they've evolved into the best delivery company at the moment. Their easybox system works fast and so does their customer service department.
Neutral
I cannot pay in the app anymore with both GPay and Card options, and the delivery guy cannot accept digital payments either, only cash. It's unfortunate that I have to refuse the package, do another order and choose another delivery company.
Detractor
I don't think I have had one package delivered to my door by Sameday.bg. There is always an issue and there is no customer service contact. Terrible service.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Create proactive SMS alerts when packages are delayed in warehouse beyond 24 hours. Reviews show customers frustrated by silent delays.
Deploy emergency maintenance team for malfunctioning EasyBox units. Locker failures drive 238 negative mentions.
Trial Clarity's AI Agents to handle high-volume delivery status queries and locker issue reports in Romanian and English.
Stage 2
Establish weekly warehouse performance reviews tracking stuck packages. Pattern shows central warehouse delays recurring.
Create escalation pathways for lost packages with 48-hour resolution SLA. Current process leaves customers without recourse.
Deploy Clarity's AI Agents across phone and chat channels to resolve package location queries and rerouting requests at scale.
Stage 3
Establish weekly warehouse performance reviews tracking stuck packages. Pattern shows central warehouse delays recurring.
Create escalation pathways for lost packages with 48-hour resolution SLA. Current process leaves customers without recourse.
Scale Clarity's AI Agents with VoC analytics to surface delivery failure patterns by region and automate trend reporting to operations.
Stage 1
Create proactive SMS alerts when packages are delayed in warehouse beyond 24 hours. Reviews show customers frustrated by silent delays.
Deploy emergency maintenance team for malfunctioning EasyBox units. Locker failures drive 238 negative mentions.
Trial Clarity's AI Agents to handle high-volume delivery status queries and locker issue reports in Romanian and English.
Stage 2
Establish weekly warehouse performance reviews tracking stuck packages. Pattern shows central warehouse delays recurring.
Create escalation pathways for lost packages with 48-hour resolution SLA. Current process leaves customers without recourse.
Deploy Clarity's AI Agents across phone and chat channels to resolve package location queries and rerouting requests at scale.
Stage 3
Establish weekly warehouse performance reviews tracking stuck packages. Pattern shows central warehouse delays recurring.
Create escalation pathways for lost packages with 48-hour resolution SLA. Current process leaves customers without recourse.
Scale Clarity's AI Agents with VoC analytics to surface delivery failure patterns by region and automate trend reporting to operations.
Stage 1
Create proactive SMS alerts when packages are delayed in warehouse beyond 24 hours. Reviews show customers frustrated by silent delays.
Deploy emergency maintenance team for malfunctioning EasyBox units. Locker failures drive 238 negative mentions.
Trial Clarity's AI Agents to handle high-volume delivery status queries and locker issue reports in Romanian and English.
Stage 2
Establish weekly warehouse performance reviews tracking stuck packages. Pattern shows central warehouse delays recurring.
Create escalation pathways for lost packages with 48-hour resolution SLA. Current process leaves customers without recourse.
Deploy Clarity's AI Agents across phone and chat channels to resolve package location queries and rerouting requests at scale.
Stage 3
Establish weekly warehouse performance reviews tracking stuck packages. Pattern shows central warehouse delays recurring.
Create escalation pathways for lost packages with 48-hour resolution SLA. Current process leaves customers without recourse.
Scale Clarity's AI Agents with VoC analytics to surface delivery failure patterns by region and automate trend reporting to operations.
Your voice of customer, unified
Your voice of customer, unified
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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.
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