Abdullah Al-Othaim Markets
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
The overall rating score is very low, with a significant majority of reviews assigning the lowest possible rating (1 out of 5). While there are some positive ratings, the volume and consistency of negative ratings, especially after recent updates, have heavily impacted the average. Many users explicitly state their dissatisfaction with the app's performance and reliability. The few high ratings are often brief and lack detailed praise, while negative ratings are detailed and frequent.
Customer Review Score: 19
Support sentiment is extremely poor, as evidenced by numerous complaints about unresponsive or ineffective customer service. Many users report unresolved issues even after repeated contact attempts, and some mention that support channels (phone, email, WhatsApp, Twitter) do not respond at all. There are also multiple reports of staff at physical locations being unhelpful or unaware of app features. Only a handful of reviews mention positive support experiences, which are vastly outnumbered by negative ones.
Customer Support Sentiment Score: 6
Recommendation intent is very low, with many users explicitly warning others not to use the app or calling it a scam. Several reviews advise potential users to try competitor apps or avoid the brand altogether due to poor experiences. Positive recommendations are rare and generally lack strong endorsement language. The overall tone is cautionary, with users sharing negative experiences to deter others.
Customer Recommendation Intent Score: 3
Loyalty Benefits
Strengths
Some users appreciate the concept of the loyalty program and the potential for discounts and offers. A minority of reviews mention that the app was previously useful for viewing promotions and managing purchases. There are positive comments about the variety of products and the idea of digital cards. A few users note that the app, when functional, can be convenient for tracking offers and invoices.
App Improvements
Opportunities
There is a clear opportunity to improve app stability and reliability, as many users report frequent crashes, login failures, and non-functional features. Simplifying the registration process and reducing the amount of personal information required could address privacy concerns and lower barriers to entry. Enhancing customer support responsiveness and training staff to handle app-related issues would address a major pain point. Restoring or improving features such as barcode scanning, invoice visibility, and digital card integration could win back dissatisfied users.
App Failures
Critical Issues
The most critical issue is the app's persistent technical failures, including inability to log in, frequent crashes, and non-delivery of verification codes. Many users report losing access to their accounts, points, or digital cards, sometimes after updates, with no effective recourse from support. There are widespread complaints about the loyalty program's lack of transparency, with users unable to redeem points or access promised discounts. Privacy concerns are also significant, with users objecting to the amount of personal data required for registration.
Promoter
The Othaim group has earned the respect of citizens and residents throughout the Kingdom of Saudi Arabia, and their offers are distinctive and honest. May God bless Sheikh Abdullah Al Othaim in his wealth and increase him in grace and generosity.
Neutral
The app is very good, but some issues in my point and invoice updates.
Detractor
The app is very bad, not able to register.
Stage 1
Conduct an urgent technical audit to address app crashes, login failures, and code delivery issues, as these are the most frequent complaints.
Simplify the registration process by minimizing required personal data, responding to user privacy concerns and registration drop-offs.
Trial Clarity's AI Agents to automate first-level support for common issues such as password resets and account recovery, as users report unresponsive support and unresolved access problems.
Stage 2
Establish a continuous feedback loop by integrating in-app surveys and direct VoC (Voice of Customer) channels to capture evolving user needs and pain points.
Regularly train and update in-store and remote support staff on app features and troubleshooting, as users report staff being unaware or unhelpful.
Deploy Clarity's AI Agents to handle escalated support cases and provide multilingual assistance, as reviews indicate support gaps and language barriers.
Stage 3
Establish a continuous feedback loop by integrating in-app surveys and direct VoC (Voice of Customer) channels to capture evolving user needs and pain points.
Regularly train and update in-store and remote support staff on app features and troubleshooting, as users report staff being unaware or unhelpful.
Scale Clarity's AI Agents to analyze VoC data and surface emerging issues and trends, enabling rapid response to new pain points.
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