Lulu Retail
Lulu Retail
Lulu Retail
20
20
Overall CX Score
Overall CX Score
Lulu Retail
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
20
20
Customer Rating Score
Customer Rating Score
4
4
Support Sentiment Score
Support Sentiment Score
2
2
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of Lulu Retail's CX Intelligence Score
of Lulu Retail's CX Intelligence Score
of Lulu Retail's CX Intelligence Score
The vast majority of ratings are 1-star, with only a small minority of 4- and 5-star reviews. Most users express strong dissatisfaction, citing issues such as app failures, slow performance, and missing features. Positive ratings are rare and often lack detailed feedback. The overall rating score is extremely low, reflecting widespread negative sentiment.
Customer Review Score: 20
The vast majority of ratings are 1-star, with only a small minority of 4- and 5-star reviews. Most users express strong dissatisfaction, citing issues such as app failures, slow performance, and missing features. Positive ratings are rare and often lack detailed feedback. The overall rating score is extremely low, reflecting widespread negative sentiment.
Customer Review Score: 20
The vast majority of ratings are 1-star, with only a small minority of 4- and 5-star reviews. Most users express strong dissatisfaction, citing issues such as app failures, slow performance, and missing features. Positive ratings are rare and often lack detailed feedback. The overall rating score is extremely low, reflecting widespread negative sentiment.
Customer Review Score: 20
Customer support is a major pain point, with numerous reviews explicitly stating that support is unresponsive, unavailable, or ineffective. Many users report that their issues are ignored, refunds are not processed, and there is no way to reach a real agent. Only a handful of reviews mention any positive support experience, and these are vastly outnumbered by negative reports. The support sentiment is overwhelmingly negative.
Customer Support Sentiment Score: 4
Customer support is a major pain point, with numerous reviews explicitly stating that support is unresponsive, unavailable, or ineffective. Many users report that their issues are ignored, refunds are not processed, and there is no way to reach a real agent. Only a handful of reviews mention any positive support experience, and these are vastly outnumbered by negative reports. The support sentiment is overwhelmingly negative.
Customer Support Sentiment Score: 4
Customer support is a major pain point, with numerous reviews explicitly stating that support is unresponsive, unavailable, or ineffective. Many users report that their issues are ignored, refunds are not processed, and there is no way to reach a real agent. Only a handful of reviews mention any positive support experience, and these are vastly outnumbered by negative reports. The support sentiment is overwhelmingly negative.
Customer Support Sentiment Score: 4
Almost all reviews that mention recommendation intent explicitly advise against using the app or service, with phrases like 'do not use,' 'I do not recommend,' and 'avoid.' Only a few reviews express any willingness to recommend, and these are not representative of the overall dataset. The intent to recommend is extremely low, with most users warning others to stay away. This is reflected in the very low recommendation intent score.
Customer Recommendation Intent Score: 2
Almost all reviews that mention recommendation intent explicitly advise against using the app or service, with phrases like 'do not use,' 'I do not recommend,' and 'avoid.' Only a few reviews express any willingness to recommend, and these are not representative of the overall dataset. The intent to recommend is extremely low, with most users warning others to stay away. This is reflected in the very low recommendation intent score.
Customer Recommendation Intent Score: 2
Almost all reviews that mention recommendation intent explicitly advise against using the app or service, with phrases like 'do not use,' 'I do not recommend,' and 'avoid.' Only a few reviews express any willingness to recommend, and these are not representative of the overall dataset. The intent to recommend is extremely low, with most users warning others to stay away. This is reflected in the very low recommendation intent score.
Customer Recommendation Intent Score: 2
Key Findings
Key Findings
Key Findings
Fast Selection
Strengths
A small subset of users praise the app for fast delivery, good offers, and a wide product selection, especially in positive reviews. Some mention professional delivery service and fresh products. A few users appreciate the free delivery and the ability to track loyalty points when the app works. However, these strengths are mentioned infrequently compared to the volume of negative feedback.
Fast Selection
Strengths
A small subset of users praise the app for fast delivery, good offers, and a wide product selection, especially in positive reviews. Some mention professional delivery service and fresh products. A few users appreciate the free delivery and the ability to track loyalty points when the app works. However, these strengths are mentioned infrequently compared to the volume of negative feedback.
Fast Selection
Strengths
A small subset of users praise the app for fast delivery, good offers, and a wide product selection, especially in positive reviews. Some mention professional delivery service and fresh products. A few users appreciate the free delivery and the ability to track loyalty points when the app works. However, these strengths are mentioned infrequently compared to the volume of negative feedback.
App Enhancement
Opportunities
There is a clear opportunity to improve app stability, speed, and usability, as many users complain about crashes, lag, and difficulty finding products. Enhancing customer support responsiveness and providing real-time assistance would address a major source of dissatisfaction. Expanding language support, especially for Arabic, and ensuring all advertised products and offers are available online are also frequently requested improvements. Addressing these areas could significantly improve user experience and sentiment.
App Enhancement
Opportunities
There is a clear opportunity to improve app stability, speed, and usability, as many users complain about crashes, lag, and difficulty finding products. Enhancing customer support responsiveness and providing real-time assistance would address a major source of dissatisfaction. Expanding language support, especially for Arabic, and ensuring all advertised products and offers are available online are also frequently requested improvements. Addressing these areas could significantly improve user experience and sentiment.
App Enhancement
Opportunities
There is a clear opportunity to improve app stability, speed, and usability, as many users complain about crashes, lag, and difficulty finding products. Enhancing customer support responsiveness and providing real-time assistance would address a major source of dissatisfaction. Expanding language support, especially for Arabic, and ensuring all advertised products and offers are available online are also frequently requested improvements. Addressing these areas could significantly improve user experience and sentiment.
System Failure
Critical Issues
Critical issues include the app frequently not working at all, inability to log in or register, and persistent technical bugs that prevent basic usage. Many users report missing or delayed deliveries, unprocessed refunds, and a complete lack of customer support. The absence of Arabic language support in an Arabic-speaking market is a recurring and highly frustrating problem. These issues have led to widespread loss of trust and strong negative word-of-mouth.
System Failure
Critical Issues
Critical issues include the app frequently not working at all, inability to log in or register, and persistent technical bugs that prevent basic usage. Many users report missing or delayed deliveries, unprocessed refunds, and a complete lack of customer support. The absence of Arabic language support in an Arabic-speaking market is a recurring and highly frustrating problem. These issues have led to widespread loss of trust and strong negative word-of-mouth.
System Failure
Critical Issues
Critical issues include the app frequently not working at all, inability to log in or register, and persistent technical bugs that prevent basic usage. Many users report missing or delayed deliveries, unprocessed refunds, and a complete lack of customer support. The absence of Arabic language support in an Arabic-speaking market is a recurring and highly frustrating problem. These issues have led to widespread loss of trust and strong negative word-of-mouth.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
They always pick the freshest products and professional delivery service
Neutral
New app not showing cart total before checkout.
Detractor
Very bad delivery service very bad support service
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Conduct urgent bug fixes to address app crashes, login failures, and slow performance, as these are the most frequent complaints.
Add or improve Arabic language support throughout the app interface, as many users report frustration with missing or partial localization.
Trial Clarity's AI Agents to provide instant responses to common support queries, addressing the widespread issue of unresponsive customer service.
Stage 2
Establish a multilingual, human-backed support channel to handle complex issues unresolved by automation, as users demand real agent access.
Regularly collect and publish Voice of Customer (VoC) insights on app improvements and resolved issues to rebuild trust.
Deploy Clarity's AI Agents for proactive outreach to users experiencing failed orders or technical issues, based on detected error patterns in reviews.
Stage 3
Establish a multilingual, human-backed support channel to handle complex issues unresolved by automation, as users demand real agent access.
Regularly collect and publish Voice of Customer (VoC) insights on app improvements and resolved issues to rebuild trust.
Scale Clarity's AI Agents to analyze VoC data and surface emerging pain points, enabling continuous CX improvement.
Stage 1
Conduct urgent bug fixes to address app crashes, login failures, and slow performance, as these are the most frequent complaints.
Add or improve Arabic language support throughout the app interface, as many users report frustration with missing or partial localization.
Trial Clarity's AI Agents to provide instant responses to common support queries, addressing the widespread issue of unresponsive customer service.
Stage 2
Establish a multilingual, human-backed support channel to handle complex issues unresolved by automation, as users demand real agent access.
Regularly collect and publish Voice of Customer (VoC) insights on app improvements and resolved issues to rebuild trust.
Deploy Clarity's AI Agents for proactive outreach to users experiencing failed orders or technical issues, based on detected error patterns in reviews.
Stage 3
Establish a multilingual, human-backed support channel to handle complex issues unresolved by automation, as users demand real agent access.
Regularly collect and publish Voice of Customer (VoC) insights on app improvements and resolved issues to rebuild trust.
Scale Clarity's AI Agents to analyze VoC data and surface emerging pain points, enabling continuous CX improvement.
Stage 1
Conduct urgent bug fixes to address app crashes, login failures, and slow performance, as these are the most frequent complaints.
Add or improve Arabic language support throughout the app interface, as many users report frustration with missing or partial localization.
Trial Clarity's AI Agents to provide instant responses to common support queries, addressing the widespread issue of unresponsive customer service.
Stage 2
Establish a multilingual, human-backed support channel to handle complex issues unresolved by automation, as users demand real agent access.
Regularly collect and publish Voice of Customer (VoC) insights on app improvements and resolved issues to rebuild trust.
Deploy Clarity's AI Agents for proactive outreach to users experiencing failed orders or technical issues, based on detected error patterns in reviews.
Stage 3
Establish a multilingual, human-backed support channel to handle complex issues unresolved by automation, as users demand real agent access.
Regularly collect and publish Voice of Customer (VoC) insights on app improvements and resolved issues to rebuild trust.
Scale Clarity's AI Agents to analyze VoC data and surface emerging pain points, enabling continuous CX improvement.
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