OptumRx
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Family Prescription Management
Users report difficulties managing prescriptions for family members, with the app often displaying incorrect or incomplete information. This affects around 10% of users, making it challenging to refill prescriptions for dependents.
The app does a poor job of tracking meds for the whole family, showing my prescriptions instead of theirs.
Order Tracking Errors
The app frequently fails to update order statuses accurately, leading to confusion and delays in medication delivery. Approximately 12% of users are affected by this issue, which undermines trust in the app's reliability.
Inconsistent messages and order updates; shows delivery date when not shipped or even filled.
App Navigation Problems
Users find the app difficult to navigate, with issues like endless loading screens and difficulty accessing certain features. This affects about 8% of users, leading to a preference for the website over the app.
When trying to view order details, it just goes to a loading screen that doesn’t load information.
Users' choice
GoodRx receives overwhelmingly positive feedback for its ability to significantly reduce prescription costs, often providing better prices than insurance. Users appreciate the app's ease of use and the substantial savings it offers, making it a valuable tool for managing medication expenses.
Runner up
Express Scripts is praised for its convenience and reliable delivery service, with many users finding the app easy to navigate and helpful for managing prescriptions. However, some users report issues with login and two-factor authentication, which can hinder the overall experience.
Straggler
OptumRx receives mixed feedback, with users expressing frustration over app functionality issues, such as login problems and inaccurate prescription tracking. While some appreciate the service's potential for convenience, many are dissatisfied with customer service and technical glitches.
Password Reset Loop
Users are frequently forced to reset their passwords, often multiple times, due to the app not recognizing newly set passwords. This issue is exacerbated by the app's tendency to revert to the login page during the reset process, rendering the reset code useless.
Family Prescription Access
The app fails to display prescriptions for family members, instead showing the account holder's medications, making it difficult to manage family prescriptions. This issue is not present on the website, indicating a specific app-related bug.
Order Tracking Errors
Users experience significant issues with order tracking, including continuous loading screens and inaccurate order statuses. This leads to confusion and necessitates contacting customer service for accurate information.
Inconsistent Refill Dates
There is a discrepancy between the app's displayed refill dates and the actual dates when prescriptions can be refilled, causing frustration and unnecessary calls to customer service. This inconsistency undermines user trust in the app's reliability.
Face ID Malfunction
The app's Face ID feature is unreliable, often failing to work despite functioning correctly in other apps. This inconsistency forces users to resort to manual login methods, reducing the app's convenience.
App Navigation Issues
Recent updates have made the app's navigation cumbersome, turning simple tasks like refilling prescriptions into complex processes. This has led to user dissatisfaction and a preference for the more straightforward website experience.
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