SmartThings

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 SmartThings's key feedback

Connectivity Issues

Many users report persistent connectivity problems with their Samsung devices, such as TVs and refrigerators, often showing as offline or failing to connect despite being on. Approximately 30% of users seem to be affected by this issue, leading to significant frustration and reduced app usage.

My Samsung Smart TV is often shown as offline even when it's on, making the app unreliable.

Login and Authentication Problems

A significant number of users experience issues with the app's login process, including being repeatedly signed out or stuck in login loops, which prevents them from using the app effectively. This issue affects around 20% of users, causing inconvenience and dissatisfaction.

The app keeps signing me out, and I have to log in multiple times a day.

User Interface Complexity

Users find the app's interface to be non-intuitive and overly complicated, making it difficult to perform simple tasks like connecting devices or navigating features. This complexity affects about 15% of users, leading to a negative user experience.

They took something simple and made it hard and complicated.

Privacy Concerns

Some users express concerns about the app's privacy practices, particularly regarding the permissions required for location and personal data, which they find intrusive. Approximately 10% of users are wary of these privacy issues, impacting their trust in the app.

The app requires my precise location to set up a soundbar, which feels invasive.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Apple HomeKit

Apple HomeKit receives praise for its ease of use and innovative features, particularly the AR capabilities. However, some users experience issues with device connectivity and app crashes.

#2 RUNNER UP

SmartThings

SmartThings receives mixed feedback, with users appreciating its centralized control and compatibility with various devices, but many report issues with connectivity, app crashes, and unintuitive design.

#3 Straggler

Google Home

Google Home faces criticism for connectivity issues, especially with Nest devices, and lack of support. Users express frustration over the app's unreliability and Google's slow response to known issues.

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Nuggets

Major Highlights of the Week

Connectivity Issues

Users experience frequent connectivity problems with Samsung TVs and other devices, often showing as offline despite being powered on. This inconsistency in device recognition undermines the app's reliability and user trust.

My Samsung TV is always shown as offline even when it's on, making the app unreliable.

The app frequently forces users into a login loop, preventing them from accessing their devices. This persistent authentication issue frustrates users and hinders the app's usability.

Every time I open the app, it takes me to a Samsung website to log in, but it never works.

Privacy Concerns

Users are concerned about the app's extensive permission requests, including location and personal data, which they perceive as invasive. This perception of privacy invasion deters users from fully engaging with the app.

The app demands my precise location and personal data, which feels like a privacy invasion.

Device Setup Frustrations

Setting up new devices, especially Samsung appliances, is often cumbersome and fails frequently, leading to user dissatisfaction. The complexity and failure of initial device setup processes are major pain points.

My new Samsung refrigerator won't connect to WiFi despite multiple attempts.

App Crashes

The app is prone to crashing, especially after updates, which disrupts its functionality and frustrates users. These crashes render the app unreliable for managing smart devices.

Since the last update, the app crashes constantly, making it unusable for my smart tags.

Intrusive Ads

Users are annoyed by intrusive ads and pop-ups within the app, which disrupt the user experience. These ads detract from the app's primary function and frustrate users seeking a seamless experience.

The app is filled with ads that make it hard to quickly select a scene.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Connectivity Issues

The app frequently forces users into a login loop, preventing them from accessing their devices. This persistent authentication issue frustrates users and hinders the app's usability.

Privacy Concerns

Device Setup Frustrations

App Crashes

The app is prone to crashing, especially after updates, which disrupts its functionality and frustrates users. These crashes render the app unreliable for managing smart devices.

Intrusive Ads

Users are annoyed by intrusive ads and pop-ups within the app, which disrupt the user experience. These ads detract from the app's primary function and frustrate users seeking a seamless experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

The SmartThings iOS app signs me out multiple times a day for no reason, forcing me to log in repeatedly just to control my appliances. Every single login triggers a maddening wait for 'device controllers' to download, with a vague 'downloading' message that drags on for minutes. This isn’t a smart home, it’s a nightmare.

Crae123

More often than not the app indicates my Samsung Smart TV is offline when it is clearly on and working. When it connects it works great but the frustration with the consistency makes me generally avoid the app.

kbhr47

I have the stove fridge and microwave and neither ever connects. Non intuitive, nothing is syncing. Says my product is not online, constant updates and restarts required.

Punkinnnnnnnnnnnn

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

I have the stove fridge and microwave and neither ever connects. Non intuitive, nothing is syncing. Says my product is not online, constant updates and restarts required.

Koray Okumus

Google Play

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User Experience Report

Report Date

SmartThings

Top Insights This Week

Connectivity Issues

Login and Authentication Problems

User Interface Complexity

Privacy Concerns

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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

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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

Stay on top of your feedback with alerts