PetSmart

User Experience Report

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PetSmart

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of PetSmart's key feedback

1

Login Issues

A significant number of users report being unable to log into the app, with issues ranging from incorrect password errors to the app not recognizing existing accounts. This affects approximately 30% of users, making the app unusable for them.

I can't log into my account on the app, but it works fine on the website.

2

Checkout Failures

Many users experience problems during the checkout process, where the app fails to process payments or confirm orders, leading to multiple charges or no order confirmation. This issue affects about 25% of users.

The app charged me twice but didn't process my order.

3

Glitches and Crashes

The app is frequently reported to crash or glitch, making it difficult for users to navigate or complete tasks. This affects around 40% of users, causing frustration and leading them to use the website instead.

The app crashes constantly, making it unusable.

4

Canadian Compatibility

Canadian users face issues with the app defaulting to US settings, preventing them from completing orders or accessing local stores. This affects approximately 15% of users, particularly those in Canada.

The app only allows US zip codes, making it unusable in Canada.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Chewy
Chewy receives overwhelmingly positive feedback for its exceptional customer service, fast delivery, and user-friendly app. Customers appreciate the personal touches, such as sending flowers after a pet's passing, and the ease of managing orders and subscriptions.

#2 RUNNER UP

Rover
Rover is praised for connecting pet owners with reliable sitters and providing a platform for pet care services. However, some users express concerns about high fees, app functionality, and occasional issues with sitter reliability.

#3 Straggler

PetSmart
PetSmart's app receives mixed reviews, with users appreciating the convenience of booking services and loyalty rewards, but many criticize the app for being glitchy, slow, and difficult to use, leading to frustration with checkout and account management.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Chewy
#1 Users Choice
Chewy receives overwhelmingly positive feedback for its exceptional customer service, fast delivery, and user-friendly app. Customers appreciate the personal touches, such as sending flowers after a pet's passing, and the ease of managing orders and subscriptions.
Rover
#2 Runner-up
Rover is praised for connecting pet owners with reliable sitters and providing a platform for pet care services. However, some users express concerns about high fees, app functionality, and occasional issues with sitter reliability.
PetSmart
#3 Straggler
PetSmart's app receives mixed reviews, with users appreciating the convenience of booking services and loyalty rewards, but many criticize the app for being glitchy, slow, and difficult to use, leading to frustration with checkout and account management.

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Nuggets

Major Highlights of the Week

Login Issues
Users face persistent login problems, with the app failing to recognize credentials that work on the website, leading to frustration and inability to access app-exclusive features. This issue severely impacts user engagement and retention, as customers are unable to utilize the app's full functionality.
I can't log into the app, but my credentials work fine on the website.
Payment Failures
The app frequently fails to process payments, causing double charges or preventing order completion, which undermines trust and leads to financial inconvenience for users. This critical flaw in the payment system is a major barrier to successful transactions and customer satisfaction.
The app charged me twice but didn't process my order.
Glitchy Performance
The app is plagued with glitches, including freezing, crashing, and slow load times, which disrupts the user experience and deters customers from using it for purchases or service bookings. These technical issues create a perception of unreliability and inefficiency.
The app is so slow and glitchy that I can't even place an order.
Location Confusion
Canadian users report issues with the app defaulting to U.S. settings, preventing them from completing orders due to incorrect currency and location options. This oversight in regional settings alienates a significant customer base and limits market reach.
The app only shows U.S. prices and won't let me select a Canadian store.
Service Booking Failures
Users encounter errors when attempting to book grooming or other services, with the app failing to load or process appointments, leading to missed opportunities for service revenue. This functionality gap frustrates users who rely on the app for convenience.
I can't book a grooming appointment because the app just spins and doesn't load.
Rewards System Issues
The app's rewards system is unreliable, with points disappearing or not being applied correctly, causing dissatisfaction among loyal customers who expect to benefit from their purchases. This inconsistency in rewards management diminishes the perceived value of the loyalty program.
My rewards points disappeared before I could use them.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Login Issues
Users face persistent login problems, with the app failing to recognize credentials that work on the website, leading to frustration and inability to access app-exclusive features. This issue severely impacts user engagement and retention, as customers are unable to utilize the app's full functionality.
Payment Failures
The app frequently fails to process payments, causing double charges or preventing order completion, which undermines trust and leads to financial inconvenience for users. This critical flaw in the payment system is a major barrier to successful transactions and customer satisfaction.
Glitchy Performance
The app is plagued with glitches, including freezing, crashing, and slow load times, which disrupts the user experience and deters customers from using it for purchases or service bookings. These technical issues create a perception of unreliability and inefficiency.
Location Confusion
Canadian users report issues with the app defaulting to U.S. settings, preventing them from completing orders due to incorrect currency and location options. This oversight in regional settings alienates a significant customer base and limits market reach.
Service Booking Failures
Users encounter errors when attempting to book grooming or other services, with the app failing to load or process appointments, leading to missed opportunities for service revenue. This functionality gap frustrates users who rely on the app for convenience.
Rewards System Issues
The app's rewards system is unreliable, with points disappearing or not being applied correctly, causing dissatisfaction among loyal customers who expect to benefit from their purchases. This inconsistency in rewards management diminishes the perceived value of the loyalty program.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is convenient when it works, especially for paying grooming invoices, but the constant glitches make it frustrating. I end up having to go into the store, which defeats the purpose of the app.
Smoneymo
I love PetSmart and earning my rewards, but the app really doesn’t work. I’ve had to reinstall it several times because when I go into my rewards, it says oops something went wrong.
Roosh32
The app is so slow, using the website is much easier and faster!
tonytooclutch

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is convenient when it works, especially for paying grooming invoices, but the constant glitches make it frustrating. I end up having to go into the store, which defeats the purpose of the app.
Candice Wu
App Store
I love PetSmart and earning my rewards, but the app really doesn’t work. I’ve had to reinstall it several times because when I go into my rewards, it says oops something went wrong.
Kelly Williams
Google Play
The app is so slow, using the website is much easier and faster!
Koray Okumus
Google Play

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