MasterClass

User Experience Report

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MasterClass

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 MasterClass's key feedback

1

App Performance Issues

Many users report that the app frequently crashes, freezes, or buffers, especially when casting to a TV or using Chromecast. This affects approximately 30% of users, making it difficult to enjoy the content seamlessly.

The app constantly crashes when I try to cast to my TV, making it impossible to watch anything.

2

Subscription and Billing Concerns

Users are frustrated with the auto-renewal process and lack of clear communication regarding subscription renewals. About 25% of users feel misled by the billing practices, especially when they are charged without prior notice.

I was shocked to find my membership auto-renewed without any warning, and I couldn't get a refund.

3

Login and Access Problems

A significant number of users experience issues logging in, particularly when using social media accounts like Facebook or Google. This affects around 15% of users, who find themselves unable to access the content they paid for.

I can't log in with my Google account, and the app keeps redirecting me to the payment page despite having a subscription.

4

Content Depth and Value

Some users feel that the content lacks depth and is more about celebrity anecdotes than educational value. Approximately 20% of users believe they can find similar or better content for free on platforms like YouTube.

The classes are mostly fluff with famous people talking about themselves, not offering real educational value.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

MasterClass
MasterClass receives high praise for its diverse and high-quality content, featuring world-renowned instructors. Users appreciate the inspirational and educational value, though some express frustration with app functionality and subscription management.

#2 RUNNER UP

Skillshare
Skillshare is appreciated for its wide range of creative and practical courses, with users enjoying the platform's simplicity and variety. However, there are significant complaints about customer service and billing issues, particularly around free trials and auto-renewals.

#3 Straggler

Coursera
Coursera is valued for its comprehensive and professional courses, often seen as a stepping stone for career advancement. Users report technical issues with the app and express a desire for better mobile functionality, but overall, the educational content is well-regarded.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
MasterClass
#1 Users Choice
MasterClass receives high praise for its diverse and high-quality content, featuring world-renowned instructors. Users appreciate the inspirational and educational value, though some express frustration with app functionality and subscription management.
Skillshare
#2 Runner-up
Skillshare is appreciated for its wide range of creative and practical courses, with users enjoying the platform's simplicity and variety. However, there are significant complaints about customer service and billing issues, particularly around free trials and auto-renewals.
Coursera
#3 Straggler
Coursera is valued for its comprehensive and professional courses, often seen as a stepping stone for career advancement. Users report technical issues with the app and express a desire for better mobile functionality, but overall, the educational content is well-regarded.

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Nuggets

Major Highlights of the Week

Login Issues
Users experience persistent login issues, particularly when using social media accounts like Facebook or Google, leading to app inaccessibility. This problem is exacerbated by the app's inability to reset passwords for social media logins.
I can't log in with my Google account, and the app won't let me reset my password.
Casting Problems
The app frequently fails when casting to devices like Chromecast, causing interruptions and making it difficult to watch content on larger screens. This issue significantly diminishes the user experience, especially for those who prefer viewing on TVs.
Casting to my TV always freezes after a few minutes, making it unusable.
Auto-Renewal Complaints
Users are frustrated with the auto-renewal process, which lacks clear notifications and makes cancellation difficult, leading to unexpected charges. The absence of a straightforward refund policy further aggravates the situation.
I was auto-renewed without notice and can't get a refund for the unwanted charge.
Offline Access Issues
The app's offline mode is unreliable, with users unable to access downloaded content during travel or in areas with poor connectivity. This limitation undermines the app's promise of on-the-go learning.
Downloaded videos won't play offline, which is frustrating when traveling.
Customer Support Frustrations
Users report inadequate customer support, with slow response times and unhelpful AI-driven assistance, leaving issues unresolved. This lack of effective support is a major pain point for users seeking help.
Customer service is unresponsive and doesn't address my specific issues.
App Performance Glitches
The app suffers from frequent crashes and glitches, such as freezing and buffering, which disrupt the learning experience. These technical issues are particularly problematic during video playback and audio streaming.
The app crashes every few minutes, making it impossible to watch a full class.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Login Issues
Users experience persistent login issues, particularly when using social media accounts like Facebook or Google, leading to app inaccessibility. This problem is exacerbated by the app's inability to reset passwords for social media logins.
Casting Problems
The app frequently fails when casting to devices like Chromecast, causing interruptions and making it difficult to watch content on larger screens. This issue significantly diminishes the user experience, especially for those who prefer viewing on TVs.
Auto-Renewal Complaints
Users are frustrated with the auto-renewal process, which lacks clear notifications and makes cancellation difficult, leading to unexpected charges. The absence of a straightforward refund policy further aggravates the situation.
Offline Access Issues
The app's offline mode is unreliable, with users unable to access downloaded content during travel or in areas with poor connectivity. This limitation undermines the app's promise of on-the-go learning.
Customer Support Frustrations
Users report inadequate customer support, with slow response times and unhelpful AI-driven assistance, leaving issues unresolved. This lack of effective support is a major pain point for users seeking help.
App Performance Glitches
The app suffers from frequent crashes and glitches, such as freezing and buffering, which disrupt the learning experience. These technical issues are particularly problematic during video playback and audio streaming.

Quotes of the week

Hear from some of the most impactful users to drive changes

The content is great but the app really needs some improvements. Audio playback needs to be continuous vs hitting the ‘play’ button every time a new episode should start. We also don’t need constant reminding that 'not all elements are available in audio mode'. These are small changes that would have a big impact.
jhoneys
I like the content. I love that someone compiled knowledge from leading experts and put it all in one place with a high production value. I have some frustrations with the iPhone app performance. The user interface leaves something to be desired, and the app freezes a lot. Could use an overhaul.
1manwolfpak
Sadly, very little of the content can be cached for offline viewing, which greatly limits the usefulness of the app, especially for travelers. There’s also no easy way to identify which of the few offerings can be downloaded, so hunting those down is frustrating and time consuming.
gordonross

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The quotes of the week

Hear from some of the most impactful users to drive changes
The content is great but the app really needs some improvements. Audio playback needs to be continuous vs hitting the ‘play’ button every time a new episode should start. We also don’t need constant reminding that 'not all elements are available in audio mode'. These are small changes that would have a big impact.
Candice Wu
App Store
I like the content. I love that someone compiled knowledge from leading experts and put it all in one place with a high production value. I have some frustrations with the iPhone app performance. The user interface leaves something to be desired, and the app freezes a lot. Could use an overhaul.
Kelly Williams
Google Play
Sadly, very little of the content can be cached for offline viewing, which greatly limits the usefulness of the app, especially for travelers. There’s also no easy way to identify which of the few offerings can be downloaded, so hunting those down is frustrating and time consuming.
Koray Okumus
Google Play

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