We use apps every single day. They help us order food, listen to music, workout, read, socialize, find places and even help us fall asleep. I bet the Apple App store created reviews for apps because we use them so often. When you use something every day, you want to make sure it is doing its job efficiently, right?
Customer reviews help us uncover problems or issues that users are having while using a product or service, and in this exercise, I looked at three app’s customer reviews on the Apple App Store. The reviews ranged from positive to negative and also suggestive. Many people like to leave positive remarks about their favorite apps, which helps give other new users a reason to download an app. Negative reviews can also sway new users away from downloading an app. Suggestive reviews have some positive and some negative remarks, but overall, these types of comments give feedback about parts of the app.
I analyze these three types of reviews for three different apps – the Starbucks, Pandora and Aaptiv apps. All three apps have solid overall ratings. Starbucks has a 4.8, Pandora has a 4.8 and Aaptiv has a 4.7. In addition, I created Point of View statements for each app, which combine a user’s needs and insights, after reviewing all of the comments.
Find my presentation of the findings below.
The Starbucks app is used to order ahead of time at a Starbucks store. You can pick any menu item and pay through the app. Then, your order is ready when you arrive at one of the stores that you select on the app.
Pandora is an online music streaming service. The biggest competitor to Pandora is Spotify. There are two versions – free and premium – that offer different music services.
Aaptiv is one of the most popular fitness app apps on the market where users have access to thousands of online fitness classes. Coaches train you through different types of online classes like strength training, running, cycling, yoga and more.
Starbucks Reviews
Positive:
With over 3 million reviews, the Starbucks app has overwhelmingly positive remarks from the customers. Customers love the ease of mobile payment, the ability to “skip the lines” and the stars reward program. The reviews also remarked on the app’s ability to remember your order and the option to add a tip for the barista. Users like the app because of the convenience and incentives.
Suggestive:
Many users suggested that the Starbucks app have more up-to-date information about drive-thru changes and store closings. Other users wished there were options to customize your order more. Reviewers mentioned changing the name of the order or having a place to type in a request. Users also mentioned bringing back the time stamp that was placed on each mobile order so that if the order was lost, you could show the barista your receipt. In addition, users asked for the Apple watch version to be cleaned up from a usability standpoint.
Negative
Users with negative remarks about the Starbucks complained about not being able to receive rewards when you pay with a normal debit or credit card on the app. On the app, you have to add money to a Starbucks card to be able to receive awards. Other users have had trouble with glitches and the app logging the user out. Some users have had trouble trying to tip baristas on the app. In addition, users wish the app would update as frequently as the menu in the store does.
Starbucks POV Statements
1) Users who are in a rush and want a convenient way to order coffee/food need to have an app that is reliable and easy-to-use because other apps are cluttered with glitches and other stores are too crowded to go inside.
2) Users who want the same experience they receive ordering inside of a Starbucks need an app that gives them up-to-date menu items and a rewards program that allows them to pay with their own debit/credit card from the app because the Starbucks app seems to cause some users more trouble than satisfaction.
Pandora Reviews
Positive:
Like Starbucks, Pandora has many positive reviews on their review page of the Apple App store. Users who love the app mention Pandora’s ability to target the users’ favorite songs and continue to play songs in that genre. The users like that the app quickly discovers what songs the users like and continuously play those songs. Other users like that the app takes the songs you like and adds other artists to your library that are similar for you to listen to. Users are complimentary towards the app’s usability and uniqueness.
Suggestive:
Some users wish the lyrics section of the app would play automatically, rather than the user having to look for them. Many of the suggestive reviews are about the ads. Users wish the ads weren’t as long and didn’t pop up during the middle of songs. Users also mentioned that if they create a 10-or-more song playlist, the ads pop up during the playlist. The users wish the ad portion of the free-version of the app would not apply to playlists. In addition, users mentioned that if you leave your phone for a few minutes, the Pandora app shuts down and must reload when you open the app again. This causes users to lose the song they were listening to. Other users have remarked on the online and offline aspects of the app in relation to how much service a user has.
Negative:
Users with negative reviews and low-star ratings complained about Pandora’s ads quite frequently. This, however, is part of Pandora’s setup. There are two versions of the app, one with ads and one without. The free version has many ads, and the paid version does not. Other users have usability and glitch problems. There are many issues mentioned about buffering and skipping songs. Many users with the premium app said that their downloaded songs will randomly get deleted, as well.
Pandora POV Statements
- Users who want to listen to their favorite songs without any streaming issues need to have better usability options with less bugs because the Spotify app offers a seamless streaming experience with few usability issues, if any.
- Users who like to find new artists need to have an app with few glitches and ads because Pandora offers unique features that do that, but the competition has less usability issues.
Aaptiv Reviews
Positive
Like the two apps before, Aaptiv is an app most users love with numerous positive reviews. Users love the easy-to-use menus, the inspirational coaches and the unique class options. People like the options of picking the duration, coach and type of workout class. Many users have credited Aaptiv to their weight loss while using the app. Users also praise the app’s music, layout, usability and price.
Suggestive:
Users have remarked on classes being removed from the app unannounced. A user mentioned that they left comments on the classes (positive comments), but the Aaptiv team took the classes off anyway. So, if the app could have a notification sent out when a class may be taken off, many users would appreciate that. Many users also commented on customer service issues and the timeliness of the Aaptiv team’s responses.
Negative:
Users who had negative comments about Aaptiv complained about the subscription cancellation process. A user had difficulty canceling their subscription. In addition, a user made negative remarks about the quality of the workout session, the programming and the music. Users also had complaints about the customer service, as there does not seem to be a responsive customer service communication line. Reviewers also wished there were more new classes added on a regular basis.
Aaptiv POV Statements
- Users who want a unique workout session/plan need an app that is not only simple, but also has plenty of options because users want to get a great workout in without the hassle.
- Users who have never worked out before need an app that allows them to learn as they go and ask questions when needed because the app currently does not support a back-and-forth communication with users.
MAGGIE PRUITT 