VOC Analytics

Voice of Customer — Theme Report

9,989 tickets analyzed · 23 actionable themes · 2026-04-23 – 2026-05-01

Baseline (all tickets)

Avg CSAT
4.10
Avg Resolution Time
12.8h
Repeat Contact Rate
29.4%
Churn Rate
10.0%

Key Findings

"Subscription cancellation requests" is the most severe theme, running 22.7 percentage points above baseline churn. "Wrong meal delivered inside correct packaging" is climbing fastest, up 98% in daily volume from the start to the end of the window. "Discount and promotion not applied correctly" is the largest theme by volume, with 988 tickets.

Discount and promotion not applied correctly

🟠

Climbing, but outcomes near typical

988 tickets

Subscription cancellation requests

🔴

Urgent — worse than usual AND climbing

757 tickets

Delivery address and location issues

🟠

Climbing, but outcomes near typical

475 tickets

Login, account access, and app/website malfunctions

🟠

Climbing, but outcomes near typical

423 tickets

Missing or delayed deliveries

🟢

Better than usual, steady

423 tickets

Unauthorized orders and charges despite cancellation

🔴

Worse than usual

422 tickets

Pause, skip, or cancel deliveries due to travel/absence

⚫

Roughly typical

399 tickets

Unexpected or duplicate billing charges

🟢

Better than usual, steady

346 tickets

Meal selection, customization, and dietary preference issues

🟢

Better than usual, steady

337 tickets

Meals arrived damaged, unsealed, or spilled

🟠

Climbing, but outcomes near typical

302 tickets

Missing meals from delivery order

🟠

Climbing, but outcomes near typical

220 tickets

Delivery bags and ice packs not collected

🟠

Climbing, but outcomes near typical

214 tickets

Requests to reschedule or confirm delivery dates

⚫

Roughly typical

206 tickets

Failed or declined payment processing

⚫

Roughly typical

194 tickets

Wrong meal delivered inside correct packaging

🟠

Climbing, but outcomes near typical

137 tickets

Melted ice packs causing warm or spoiled food

🟠

Climbing, but outcomes near typical

129 tickets

Spoiled or rotten food quality complaints

🟠

Climbing, but outcomes near typical

126 tickets

Food quality and cooking issues

⚫

Roughly typical

116 tickets

Meal plan quantity mismatch and change issues

🟠

Climbing, but outcomes near typical

84 tickets

Order confirmation replies and auto-selection cancellations

🟠

Climbing, but outcomes near typical

78 tickets

Foreign objects and contaminants found in meals

🟠

Climbing, but outcomes near typical

77 tickets

Meal delivery expiration dates too short

🔴

Worse than usual

61 tickets

Missing delivery notifications and tracking alerts

🟢

Better than usual, steady

51 tickets

Excluded from analysis