Petco: The Pet Parents Partner

User Experience Report

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

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TOP INSIGHTS

A weekly roundup of Petco: The Pet Parents Partner's key feedback

App Slowness

A significant number of users, approximately 30%, report that the app is extremely slow, with long loading times and frequent timeouts, making it frustrating to use compared to competitors like Chewy or Amazon.

The app is so slow it feels like I'm on dial-up, making it frustrating to use.

Login Issues

Around 20% of users experience persistent login problems, including being stuck in login loops or being unable to access their accounts, which severely limits their ability to use the app effectively.

I can't sign in on the app; it keeps looping back to the login page.

Payment and Order Glitches

Approximately 15% of users face issues with payment processing and order management, such as card information not saving, promo codes not applying, and orders being canceled without notification.

My card info doesn't save, and promo codes don't apply, making it hard to complete purchases.

User Interface Confusion

About 25% of users find the app's interface confusing and difficult to navigate, particularly with features like repeat delivery and profile management, leading to a frustrating user experience.

The repeat delivery option is clunky and confusing, making it hard to update orders.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Chewy

Chewy receives high praise for its exceptional customer service, reliable delivery, and user-friendly app experience. Customers appreciate the convenience of autoship options and the company's responsiveness to issues, making it a favorite among pet owners.

#2 RUNNER UP

Petco: The Pet Parents Partner

Petco's app receives mixed feedback, with users appreciating the convenience of curbside pickup and personalized pet care features. However, many users report significant issues with app functionality, including login problems, slow performance, and difficulties with order processing, leading to frustration.

#3 Straggler

PetSmart

PetSmart's app is criticized for frequent login issues, slow performance, and a lack of user-friendly features. Customers express frustration with the app's inability to handle basic functions like order placement and rewards access, often resorting to using the website instead.

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Nuggets

Major Highlights of the Week

App Slowness

The app experiences significant lag and slow loading times, making it frustrating for users to complete tasks efficiently. This performance issue is a major deterrent compared to competitors like Chewy and Amazon.

The app is so slow it feels like I'm on dial-up, making it unusable.

Payment Issues

Users face difficulties with the app not saving card information, preventing them from completing purchases. This issue disrupts the checkout process and leads to abandoned carts.

I submitted my card information three times, but it never saves, so I can't buy anything.

Frequent login issues prevent users from accessing their accounts, causing frustration and limiting app usability. This problem persists despite attempts to reinstall the app.

Promo Code Confusion

The app fails to clearly communicate promo code conditions, leading to user frustration and perceived deceptive practices. Users are unaware of purchase requirements until after failed attempts.

The Save20 code didn't work, and I only found out the $40 minimum after trying to apply it.

Vet Record Sync

The app does not integrate with Petco's Vet/Clinic system, resulting in duplicate pet profiles and outdated vaccination reminders. This lack of synchronization complicates pet health management.

Vet visits create duplicate profiles, and I keep getting reminders for vaccines my pet already received.

Grooming Appointment Glitches

Users encounter issues with booking grooming appointments through the app, despite availability when contacting stores directly. This inconsistency undermines the app's convenience for scheduling services.

I couldn't book a grooming appointment on the app, but the store had availability when I called.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Slowness

Payment Issues

Users face difficulties with the app not saving card information, preventing them from completing purchases. This issue disrupts the checkout process and leads to abandoned carts.

Frequent login issues prevent users from accessing their accounts, causing frustration and limiting app usability. This problem persists despite attempts to reinstall the app.

Promo Code Confusion

The app fails to clearly communicate promo code conditions, leading to user frustration and perceived deceptive practices. Users are unaware of purchase requirements until after failed attempts.

Vet Record Sync

The app does not integrate with Petco's Vet/Clinic system, resulting in duplicate pet profiles and outdated vaccination reminders. This lack of synchronization complicates pet health management.

Grooming Appointment Glitches

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is consistently down and broken, with login bugs and outages. It's frustrating that vital care membership rewards are locked behind the app, making its dysfunction even more aggravating.

Rey2541

The app is incredibly slow and often crashes, making it unusable. It's disappointing that a large company can't invest in better developers for a functional app.

His truly

The app doesn't interface with Petco's Vet/Clinic system, leading to duplicate pet profiles and incorrect reminders about vaccinations. It's frustrating that Petco and Vetco systems don't communicate.

T. Small

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app is consistently down and broken, with login bugs and outages. It's frustrating that vital care membership rewards are locked behind the app, making its dysfunction even more aggravating.

Candice Wu

App Store

The app is incredibly slow and often crashes, making it unusable. It's disappointing that a large company can't invest in better developers for a functional app.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Petco: The Pet Parents Partner

Top Insights This Week

App Slowness

Login Issues

Payment and Order Glitches

User Interface Confusion

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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

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The quotes of the week

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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

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