DPD

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

UNLOCK ALL INSIGHTS

All Insights

TOP INSIGHTS

A weekly roundup of DPD's key feedback

Customer Service Access

A significant number of users, approximately 30%, express frustration with the inability to contact a human representative for complaints or inquiries. The app's chatbot is often unhelpful, and users find it difficult to reach a real person for assistance.

The app doesn't connect you to real people, and the chatbot is unhelpful.

Delivery Accuracy Issues

Around 25% of users report problems with delivery accuracy, including parcels being delivered to wrong addresses or not at all. This leads to significant inconvenience, especially when items are time-sensitive or valuable.

Parcels are repeatedly delivered to the wrong addresses and arrive late.

App Functionality Problems

Approximately 20% of users experience issues with app functionality, such as errors when updating delivery options or viewing delivery photos. These technical glitches hinder the user experience and cause delays.

Unable to update delivery options due to system errors, causing unnecessary delays.

Driver Conduct Concerns

About 15% of users are dissatisfied with driver behavior, citing instances of rudeness, failure to follow delivery instructions, and unprofessional conduct. This negatively impacts the overall delivery experience.

Drivers don't follow delivery instructions and are often rude.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Onfleet

Onfleet receives overwhelmingly positive feedback for its user-friendly interface and efficient delivery tracking features. Users appreciate the app's seamless integration with GPS and its ability to provide real-time updates, making it a reliable tool for delivery drivers and customers alike.

#2 RUNNER UP

AfterShip

AfterShip is praised for its comprehensive tracking capabilities, allowing users to track multiple packages from different carriers in one app. Users commend its clean design, real-time updates, and the convenience it offers in managing deliveries, although some suggest improvements for handling cancellations and merging duplicate notifications.

#3 Straggler

DPD

DPD receives mixed feedback, with users appreciating the app's delivery alerts and driver tracking features. However, many users express frustration with customer service, reporting issues with delivery accuracy and difficulty in contacting support, which detracts from the overall user experience.

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Nuggets

Major Highlights of the Week

Complaint Handling

Users face significant challenges in lodging complaints due to unresponsive chatbots and lack of human interaction, leading to unresolved issues and frustration. The app's current design does not facilitate effective communication for complaint resolution.

Impossible to make a complaint as the chatbot is unhelpful and no human support is available.

Delivery Accuracy

There are frequent issues with parcels being delivered to incorrect addresses or not delivered at all, despite users providing accurate information. This results in users having to retrieve parcels themselves or facing delays.

Parcels are repeatedly delivered to wrong addresses, causing inconvenience and delays.

Driver Conduct

Instances of unprofessional driver behavior, such as leaving parcels in unsafe locations or failing to attempt delivery, are reported, undermining trust in the service. The app lacks a mechanism for users to report such conduct effectively.

Driver threw sensitive medical equipment over a gate without taking a photo, risking damage.

In-App Functionality

Users experience technical issues with the app, such as errors when updating delivery options or viewing delivery photos, which hinders their ability to manage deliveries effectively. These glitches lead to unnecessary delays and user dissatisfaction.

Unable to update delivery options due to 'system error', causing avoidable delays.

Customer Service Access

The app fails to provide direct access to customer service representatives, leaving users unable to resolve urgent issues. This lack of support exacerbates user frustration and diminishes the perceived reliability of the service.

No way to contact a human for urgent delivery issues, only unhelpful bots.

Notification Timing

Delivery notifications are often sent too close to the delivery time, preventing users from making necessary arrangements. This results in missed deliveries and additional inconvenience for users.

Received delivery slot notification just an hour before, unable to organize myself in time.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Complaint Handling

Delivery Accuracy

Driver Conduct

In-App Functionality

Customer Service Access

Notification Timing

Delivery notifications are often sent too close to the delivery time, preventing users from making necessary arrangements. This results in missed deliveries and additional inconvenience for users.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's idea is great, but DPD doesn't use the information to improve service. Uploaded pictures for parcel drop-off are ignored, and parcels are left anywhere.

Ex subscriber1

Twice recently, I couldn't update delivery options once the parcel was in transit due to 'system error', causing avoidable delays and extra emails to angry customers.

Mercian Benji

The app won't let me move the pin to the correct location, which is 500 meters away, making it impossible to ensure accurate delivery.

Honesty55555

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app's idea is great, but DPD doesn't use the information to improve service. Uploaded pictures for parcel drop-off are ignored, and parcels are left anywhere.

Candice Wu

App Store

Twice recently, I couldn't update delivery options once the parcel was in transit due to 'system error', causing avoidable delays and extra emails to angry customers.

Kelly Williams

Google Play

The app won't let me move the pin to the correct location, which is 500 meters away, making it impossible to ensure accurate delivery.

Koray Okumus

Google Play

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User Experience Report

Report Date

DPD

Top Insights This Week

Customer Service Access

Delivery Accuracy Issues

App Functionality Problems

Driver Conduct Concerns

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts