ClassPass

User Experience Report

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ClassPass

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.
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All Insights

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TOP INSIGHTS

A weekly roundup of ClassPass's key feedback

1

Forced Ratings

Many users are frustrated with the mandatory rating system after each class, which they find intrusive and unnecessary. This issue affects approximately 15% of users, leading to dissatisfaction and reduced app usage.

I love the app but hate that I have to rate every single class I attend, it's so frustrating.

2

Customer Service Issues

Users frequently report poor customer service experiences, including unhelpful AI responses and difficulty reaching human support. This problem affects around 20% of users, causing significant frustration and unresolved issues.

Customer service is awful, they just give copy-pasted responses and never resolve my issues.

3

Subscription and Billing Confusion

There is widespread confusion and dissatisfaction regarding billing practices, including unexpected charges and difficulty canceling subscriptions. Approximately 25% of users have encountered these issues, leading to feelings of being scammed.

I canceled my membership but was still charged, and there's no way to get a refund.

4

App Glitches and Bugs

The app is frequently reported to have glitches, such as crashing, slow loading times, and search function errors. These technical issues affect about 18% of users, hindering their ability to book classes and manage their accounts effectively.

The app keeps crashing and I can't book any classes, it's so frustrating.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

ClassPass
ClassPass receives mixed feedback. Users appreciate the variety of classes and ease of use, but many complain about the difficulty in canceling memberships and poor customer service. Some users also report technical issues and unexpected charges.

#2 RUNNER UP

Mindbody
Mindbody is criticized for its technical issues, including frequent crashes and login problems. Users are frustrated with the app's ads and poor customer service, but some appreciate its scheduling features and the ability to book classes across multiple studios.

#3 Straggler

Glofox
Glofox is generally well-received for its simplicity and ease of use, but users report issues with managing memberships and payment methods. Some users experience technical glitches, while others find the app's features limited compared to competitors.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
ClassPass
#1 Users Choice
ClassPass receives mixed feedback. Users appreciate the variety of classes and ease of use, but many complain about the difficulty in canceling memberships and poor customer service. Some users also report technical issues and unexpected charges.
Mindbody
#2 Runner-up
Mindbody is criticized for its technical issues, including frequent crashes and login problems. Users are frustrated with the app's ads and poor customer service, but some appreciate its scheduling features and the ability to book classes across multiple studios.
Glofox
#3 Straggler
Glofox is generally well-received for its simplicity and ease of use, but users report issues with managing memberships and payment methods. Some users experience technical glitches, while others find the app's features limited compared to competitors.

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Nuggets

Major Highlights of the Week

Forced Ratings
The app mandates users to rate every class they attend, which can be uncomfortable and discourages app usage. This compulsory feedback loop is perceived as intrusive and unnecessary.
I can't stand having to rate every single class I attend; it's too much and makes me not want to use the app.
Trial Limitations
The free trial is misleading as many classes are inaccessible without upgrading to a paid plan, rendering the trial credits nearly useless. This practice frustrates users who feel deceived by the trial's limitations.
I signed up for the free trial but couldn't book any classes without upgrading, making the trial pointless.
Credit Rollback Issues
Users are frustrated by the lack of transparency and fairness in the credit system, particularly with credits not rolling over as expected. This leads to a perception of the app as exploitative.
I lost all my credits because they don't roll over, which feels like a scam.
Customer Service Frustrations
The app's customer service is heavily reliant on AI, leading to unresolved issues and user dissatisfaction. The lack of human interaction exacerbates user frustration.
I can't get any real help from customer service; it's all AI and no solutions.
App Glitches
Frequent app crashes and glitches, especially on Android, hinder the user experience and make booking classes difficult. This technical instability is a major pain point for users.
The app keeps crashing on my Android phone, making it impossible to book classes.
Cancellation Penalties
The app's strict cancellation policies, including high fees for late cancellations, are seen as unfair and punitive. Users feel penalized for unavoidable circumstances.
I was charged a high fee for canceling a class due to an emergency, which seems unreasonable.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Forced Ratings
The app mandates users to rate every class they attend, which can be uncomfortable and discourages app usage. This compulsory feedback loop is perceived as intrusive and unnecessary.
Trial Limitations
The free trial is misleading as many classes are inaccessible without upgrading to a paid plan, rendering the trial credits nearly useless. This practice frustrates users who feel deceived by the trial's limitations.
Credit Rollback Issues
Users are frustrated by the lack of transparency and fairness in the credit system, particularly with credits not rolling over as expected. This leads to a perception of the app as exploitative.
Customer Service Frustrations
The app's customer service is heavily reliant on AI, leading to unresolved issues and user dissatisfaction. The lack of human interaction exacerbates user frustration.
App Glitches
Frequent app crashes and glitches, especially on Android, hinder the user experience and make booking classes difficult. This technical instability is a major pain point for users.
Cancellation Penalties
The app's strict cancellation policies, including high fees for late cancellations, are seen as unfair and punitive. Users feel penalized for unavoidable circumstances.

Quotes of the week

Hear from some of the most impactful users to drive changes

ClassPass offers great flexibility and variety, allowing me to try different workouts without committing to a single gym membership. However, the app's search function is frustratingly buggy, often showing no results or incorrect ones, making it hard to find classes.
popomarie
I love the concept of ClassPass, but the app's forced rating system after every class is annoying. It should be optional, as it discourages me from using the app more frequently.
alove1990
ClassPass is a great idea, but the app feels predatory. It increases credit requirements for frequent classes, making it hard to use as a gym alternative without spending more over time. The lack of competition allows them to exploit both users and businesses.
lifeizhrd

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The quotes of the week

Hear from some of the most impactful users to drive changes
ClassPass offers great flexibility and variety, allowing me to try different workouts without committing to a single gym membership. However, the app's search function is frustratingly buggy, often showing no results or incorrect ones, making it hard to find classes.
Candice Wu
App Store
I love the concept of ClassPass, but the app's forced rating system after every class is annoying. It should be optional, as it discourages me from using the app more frequently.
Kelly Williams
Google Play
ClassPass is a great idea, but the app feels predatory. It increases credit requirements for frequent classes, making it hard to use as a gym alternative without spending more over time. The lack of competition allows them to exploit both users and businesses.
Koray Okumus
Google Play

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