Skillshare

User Experience Report

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

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All Insights

TOP INSIGHTS

A weekly roundup of Skillshare's key feedback

Login Issues

Many users report persistent login problems, with the app signing them out or not allowing them to log in at all. This issue affects approximately 15% of users, making the app unusable for them. Example: 'I can't even sign in or register because it gets stuck on the auth page.'

I can't even sign in or register because it gets stuck on the auth page.

Subscription and Billing Problems

A significant number of users are frustrated with unexpected charges after free trials, with complaints about being charged for a full year without clear notification. This affects about 20% of users, leading to dissatisfaction with billing practices. Example: 'I was charged $165 for a year's subscription without any warning after my free trial.'

I was charged $165 for a year's subscription without any warning after my free trial.

Customer Support Unresponsiveness

Users frequently mention the lack of effective customer support, with many unable to resolve issues or receive timely responses. This affects around 10% of users, contributing to negative experiences. Example: 'Support was not helpful and offered no resolution to my billing issue.'

Support was not helpful and offered no resolution to my billing issue.

App Functionality and Bugs

The app is reported to be buggy, with issues like video playback problems and offline viewing not working as expected. Approximately 12% of users experience these technical difficulties, impacting their learning experience. Example: 'The video player is terrible, constantly pausing and not working properly.'

The video player is terrible, constantly pausing and not working properly.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Coursera

Coursera receives high praise for its comprehensive and up-to-date courses, particularly appreciated by beginners and those seeking professional certificates. However, some users report technical issues with the app, such as video playback problems and difficulties with peer reviews.

#2 RUNNER UP

Skillshare

Skillshare is lauded for its wide range of creative courses and user-friendly app, with many users finding it a valuable resource for learning new skills. However, there are complaints about subscription issues, unexpected charges, and limited access to content without a premium membership.

#3 Straggler

Udemy

Udemy is appreciated for its vast selection of courses and the ability to learn at one's own pace. Despite this, users frequently encounter app performance issues, such as login difficulties and problems with course downloads, which detract from the overall experience.

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Nuggets

Major Highlights of the Week

Users experience persistent login problems, including being logged out without the ability to sign back in, rendering the app unusable. This issue persists across multiple devices and browsers, with no effective resolution from tech support.

I can't even log into the app; it keeps saying 'Sorry, we're unable to fulfill that request'.

Subscription Confusion

Many users are unexpectedly charged for annual subscriptions after free trials, with unclear cancellation processes and no prior notification. This has led to frustration and financial strain, as users feel misled by the trial-to-subscription transition.

I was charged $165 for a year's subscription without any warning after my free trial ended.

Customer Support Gaps

Users report inadequate customer support, with slow or no responses to issues, particularly regarding billing and account access. The lack of a direct customer service line exacerbates user frustration.

I submitted a ticket and have heard nothing back for days, leaving my issue unresolved.

App Functionality

The app frequently crashes or fails to load content, with issues like videos not playing or downloaded content not being accessible offline. These technical problems significantly hinder the learning experience.

Downloaded classes won't play offline, defeating the purpose of downloading them.

Billing Discrepancies

Users encounter unexpected charges, such as being billed for a full year instead of a monthly rate, and face difficulties in obtaining refunds. This has led to accusations of predatory billing practices.

I was charged for a full year when I expected a monthly charge, and they refused to refund me.

Content Availability

Some users find that courses they previously accessed are no longer available, and there is no way to revisit past projects or feedback. This inconsistency in content availability affects user satisfaction.

I can't go back to classes I've taken before; they just disappeared.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Subscription Confusion

Customer Support Gaps

App Functionality

Billing Discrepancies

Content Availability

Quotes of the week

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I love Skillshare for its vast array of creative courses, but the app's login issues and lack of customer support make it frustrating to use. I hope they improve these aspects because the content is excellent.

Flora Knitingale

Skillshare's free trial is misleading. I was charged for a full year without proper notification, and their customer service was unhelpful. It's disappointing because the classes are good, but the business practices are not.

Heath_4granted

The app is great for learning new skills, but the video player is buggy and often doesn't work offline. It's a shame because the content is valuable, but the technical issues need fixing.

A Google user

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The quotes of the week

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Candice Wu

App Store

Kelly Williams

Google Play

The app is great for learning new skills, but the video player is buggy and often doesn't work offline. It's a shame because the content is valuable, but the technical issues need fixing.

Koray Okumus

Google Play

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User Experience Report

Report Date

Skillshare

Top Insights This Week

Login Issues

Subscription and Billing Problems

Customer Support Unresponsiveness

App Functionality and Bugs

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

Start your 14-day free trial

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

Discover Anecdote’s all-in-one customer experience platform

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

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