Panda
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
The average rating is extremely low, with the vast majority of reviews assigning the minimum score of 1 out of 5. Only a small minority of users gave ratings above 3, and even those often mentioned significant issues. The overall perception of the brand's digital experience is overwhelmingly negative, as reflected in the ratings. Positive ratings are rare and often lack substantive praise.
Customer Review Score: 18
Customer support is consistently described as unresponsive, slow, or entirely absent across all channels (phone, WhatsApp, email). Many users report unresolved complaints, lack of follow-up, and automated or dismissive responses. There are repeated mentions of support channels being 'under maintenance' or simply not answering. The sentiment toward support is almost universally negative, with only a handful of exceptions.
Customer Support Sentiment Score: 4
Almost all reviewers explicitly state they do not recommend the app or service, with many warning others to avoid it. Several users mention that they will never use the service again, and some threaten to escalate complaints to authorities. Positive recommendations are extremely rare and, when present, are not strongly worded. The intent to recommend is nearly absent in the dataset.
Customer Recommendation Intent Score: 2
User Benefits
Strengths
A minority of users mention that the app is easy to use and that delivery can be fast when it works. Some positive reviews highlight product variety, good in-store experiences, and competitive prices. A few users appreciate the availability of offers and discounts. There are isolated cases where refunds were processed quickly or delivery was timely.
Service Improvements
Opportunities
There is a clear opportunity to improve the accuracy of product availability and ensure that only in-stock items are shown for ordering. Enhancing the reliability and responsiveness of customer support across all channels is urgently needed. Streamlining the refund process and reducing the waiting period for returned funds would address a major pain point. Improving app stability, search functionality, and transparency around offers would also address frequent complaints.
Operational Crisis
Critical Issues
The most critical issues are missing items in orders, non-refunded payments for unavailable products, and a near-total lack of effective customer support. Many users report being charged for products they never received, with refunds taking weeks or not being processed at all. Technical problems with the app, such as crashes, slow performance, and failed payments, are widespread. The combination of operational failures and unresponsive support has led to severe distrust and reputational damage.
Promoter
Panda express is great but try to make shipping free of charge 👍🏻🤍
Neutral
Good app fast process but it doesn’t reflect the huge & great of amount diversity of products in real store so you you need to work on for best reflex of real store on online store
Detractor
خدمة العملاء سيئة جدًا جدًا جدًا
Stage 1
Audit and update the product catalog to ensure only available items are displayed for ordering, as many users report ordering out-of-stock products.
Implement a clear and immediate refund policy for unavailable items, reducing the waiting period and communicating refund status proactively.
Trial Clarity's AI Agents to provide automated, real-time responses to basic customer inquiries and order status updates, addressing the high volume of unanswered support requests.
Stage 2
Establish a Voice of Customer (VoC) program to systematically collect, analyze, and act on customer feedback, focusing on order accuracy, delivery timeliness, and support responsiveness.
Expand proactive communication to notify customers about order status, delays, and refund progress, reducing uncertainty and frustration.
Deploy Clarity's AI Agents to handle refund tracking, missing item claims, and escalation routing, based on the recurring pain points in support and order fulfillment.
Stage 3
Establish a Voice of Customer (VoC) program to systematically collect, analyze, and act on customer feedback, focusing on order accuracy, delivery timeliness, and support responsiveness.
Expand proactive communication to notify customers about order status, delays, and refund progress, reducing uncertainty and frustration.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics for VoC insights, enabling continuous improvement based on real customer experiences.
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
