Chess.com

User Experience Report

Report Date

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

Highlights trends and insights

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TOP INSIGHTS

A weekly roundup of Chess.com's key feedback

Cheating Concerns

A significant number of users are frustrated with the prevalence of cheating on the platform, with many feeling that Chess.com does not adequately address the issue. Approximately 20% of users express dissatisfaction with the handling of cheaters, impacting their overall experience.

The amount of cheating on this platform is disappointing, and Chess.com does nothing about it.

Subscription Frustrations

Many users are unhappy with the number of features locked behind a paywall, feeling that the app is too focused on monetization. Around 15% of users express dissatisfaction with the cost of subscriptions and the limited access to features for free users.

Virtually all the features are hidden behind a subscription, which feels greedy.

Account Bans

A notable portion of users report being unfairly banned or having their accounts disabled without clear reasons, leading to frustration and loss of progress. Approximately 10% of users mention issues with account suspensions, affecting their trust in the platform.

My account got banned for no reason, and I can't create a new one.

Ad Intrusiveness

Users are annoyed by the presence of ads, especially those who have paid for premium memberships expecting an ad-free experience. About 5% of users complain about ads disrupting their gameplay, even after subscribing.

As a premium user, I'm getting ads for some AI product, which is incredibly annoying.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Lichess

Lichess is highly praised for its free and ad-free platform, offering a comprehensive chess experience with puzzles, unlimited games, and powerful analysis tools. Users appreciate its open-source nature and the absence of paywalls, although some report issues with lag and matchmaking.

#2 RUNNER UP

Chess.com

Chess.com receives mixed feedback, with users appreciating its comprehensive features, including lessons, puzzles, and a large community. However, there are complaints about frequent paywalls, issues with cheating, and technical glitches, which detract from the overall experience.

#3 Straggler

Chessable

Chessable is valued for its structured learning approach and high-quality courses, but users express frustration over frequent app crashes and the shift of previously free content behind a paywall. The offline mode's unreliability and lack of updates further contribute to user dissatisfaction.

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Nuggets

Major Highlights of the Week

Cheating Concerns

Users are frustrated with the prevalence of cheating, particularly in 10-minute games, and feel that Chess.com is not effectively addressing the issue. This perception of inadequate anti-cheat measures is leading to dissatisfaction and subscription cancellations.

The amount of cheating on this platform is disappointing, and I won’t be continuing my paid subscription.

Account Bans

There are numerous complaints about accounts being banned for alleged cheating without clear justification or communication from Chess.com. This has led to user frustration and a sense of unfair treatment, impacting user trust and retention.

I got banned when I didn't even cheat or do anything like cheating, and I have no idea why.

Subscription Frustrations

Users express dissatisfaction with the high cost of subscriptions and the perception that too many features are locked behind paywalls. This is seen as a barrier to enjoying the full app experience, especially for casual players.

Virtually all the features are hidden behind a subscription, which goes beyond greed.

Ad Intrusion

Despite having paid subscriptions, users are still encountering ads, which they find intrusive and contrary to the premium experience they expect. This has led to negative perceptions of Chess.com's value proposition.

As a premium user, I'm getting ads for some AI product, which is incredibly annoying.

Matchmaking Issues

Users report dissatisfaction with the matchmaking system, citing non-random pairings and suspicions of bot usage to manipulate game outcomes. This has led to a perception of unfair play and reduced enjoyment.

The matchmaking on Chess.com is not random or genuine, and it feels manipulated.

Feature Removal

Recent updates have removed or altered features like the rematch button and game review options, leading to user frustration. These changes are perceived as unnecessary and detrimental to the user experience.

Removing the rematch button and adding an advertisement to the end game screen is diabolical.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Cheating Concerns

Account Bans

Subscription Frustrations

Ad Intrusion

Matchmaking Issues

Feature Removal

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great but the level of cheating has definitely increased. Either the rankings of the system are now off or more people are manipulating the system. It’s extremely frustrating.

Nitt99

Chess.com is very good but I prefer playing chess in real life.

Alex slimes 67

This chess app is honestly amazing. The only downside is how much stuff you have to pay for. I feel like it’s the opposite of what it should be. But either way, this is probably the best chess app.

Bryton summers 😁

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app is great but the level of cheating has definitely increased. Either the rankings of the system are now off or more people are manipulating the system. It’s extremely frustrating.

Candice Wu

App Store

Chess.com is very good but I prefer playing chess in real life.

Kelly Williams

Google Play

This chess app is honestly amazing. The only downside is how much stuff you have to pay for. I feel like it’s the opposite of what it should be. But either way, this is probably the best chess app.

Koray Okumus

Google Play

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User Experience Report

Report Date

Chess.com

Top Insights This Week

Cheating Concerns

Subscription Frustrations

Account Bans

Ad Intrusiveness

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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

Start your 14-day free trial today

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

Stay on top of your feedback with alerts