You Make Cooking Fun
What analysis of Trustpilot reviews tells us about Gousto
Happiness
You make cooking fun with your easy to follow recipes and choice of meals.
What Hello Fresh does better
Some customers of Hello Fresh who have tried you out believe that your rival does delivery better.
Room for improvement
Delivery and customer services are pain points for your customers and are a red flag for churn.
What's emerging
Sustainable packaging is emerging as an important issue.
Happiness
Reviewers who mention the ease of making Gousto meals and how it makes cooking enjoyable, give higher ratings than other reviewers.
These reviewers appreciate the opportunity to break away from repetitive meals and are excited to try new recipes and techniques. The simple, easy-to-follow instructions have made cooking accessible, even for those with little previous experience. Many families are getting involved in the cooking process, turning it into a fun and engaging activity.
For these reviewers, Gousto has transformed cooking from a mundane task into an enjoyable experience, with many stating they no longer dread mealtimes and are excited to explore diverse flavours and dishes.
The challenge for Gousto is to spread the message about fun cooking to more potential users. Only about 1 in 10 reviews mention this theme so increasing this figure could be beneficial to attracting new customers and retaining existing ones.
We looked at reviews from customers of Hello Fresh who are trying out Gousto. We were particularly interested in the more negative comments (one or two stars) because this will give an indication of the things that some reviewers think Hello Fresh does better.
Customer Service: Frequently mentioned as a significant area of dissatisfaction, with multiple complaints about lack of help and unresponsiveness.
Delivery: A notable source of frustration, particularly around delays or issues with the delivery process.
Quality: Concerns about the quality of meals or ingredients were also mentioned, suggesting a comparison with Hello Fresh's higher perceived standard.
Ingredients: Some customers felt that the ingredients provided by Gousto were not as fresh or generous as Hello Fresh's offerings (e.g., providing single cloves of garlic versus full bulbs).
Menu: Although fewer reviews mentioned it, some customers noted dissatisfaction with Gousto's menu variety or selection compared to Hello Fresh.
Room for Improvement
Problems with deliveries drag your score down
Delivery experiences with Gousto are highly variable according to customer reviews. While some customers express satisfaction with timely deliveries and well-packed boxes, others report significant issues, including parcels not arriving at all, late deliveries and items delivered to the wrong addresses. There is also feedback on poor communication when problems arise, with some customers feeling their concerns were not adequately addressed.
There are notable mentions of poor customer service and unresolved issues, with some customers feeling frustrated due to unresponsive support or difficulties in getting refunds. Overall, while the majority of reviews commend the effectiveness of customer service in resolving problems, there are also significant concerns about inconsistency and inefficiency in certain cases.
Dissatisfied customers will take their business elsewhere and therefore delivery and customer service problems increase the chances of churn in your customer base.
At the moment these two themes have a smallish impact on your overall score but it's important to address them before they become more problematic. And in an age where reviews are so important to purchase decisions, small wins can lead to higher sales.
Emerging theme : Packaging
Over the last few months packaging has become more prominent issue among reviewers. The reviews highlight a mix of opinions. Many customers commend the attention to detail in how the products are packaged, noting that items consistently arrive well-packed and in good condition. The recyclable and eco-friendly aspects of the packaging are particularly praised, with some reviewers appreciating the effort to minimise waste. However, there is also criticism regarding excessive use of plastic and single-use materials, which concern some customers about environmental sustainability. Overall, while the quality of the packaging is generally acknowledged as robust and thoughtful, there is a call for further reduction in plastic usage to align with eco-conscious values.