Udemy

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

Helps you understand what matters most

Unlock all insightsSign in

Join our next webinar, no camera needed

Udemy

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.
Unlock All Insights
Sign In
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Udemy's key feedback

1

Login Issues

Many users face difficulties logging into the app, often due to the passwordless login system that requires an email code, which is unreliable. Approximately 15% of users report this issue, leading to frustration and inability to access purchased courses.

I can't log in with my Google account; it just spins and does nothing.

2

Video Playback Problems

Users frequently encounter issues with video playback, including videos not loading, stopping unexpectedly, or only playing audio. This affects around 20% of users, disrupting their learning experience.

Videos don't play anymore on my phone, even when downloaded.

3

Customer Support Frustrations

A significant number of users express dissatisfaction with Udemy's customer support, citing unhelpful chatbots and lack of human assistance. This affects about 10% of users, who feel their issues remain unresolved.

Support is useless; I can't get a refund or talk to a real person.

4

Course Access and Sync Issues

Users report problems with courses not appearing in the app after purchase or disappearing from their accounts. This affects approximately 12% of users, causing confusion and dissatisfaction.

Purchased courses on the website aren't showing up on the app.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Coursera
Coursera receives mixed feedback, with users praising its wide range of courses and the quality of education, but criticizing technical issues and customer support. Many users appreciate the platform's accessibility and the opportunity to learn from prestigious institutions, while others express frustration with app glitches and the lack of human support.

#2 RUNNER UP

Udemy
Udemy is praised for its affordability and the variety of courses available, making it a popular choice for learners. However, users frequently report technical issues with the app, such as login problems, video playback issues, and download failures, which detract from the overall experience.

#3 Straggler

Skillshare
Skillshare is appreciated for its diverse range of creative courses and the quality of its instructors. However, users express dissatisfaction with the customer service, particularly regarding billing issues and difficulties in canceling subscriptions, which leads to frustration despite the platform's educational offerings.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Coursera
#1 Users Choice
Coursera receives mixed feedback, with users praising its wide range of courses and the quality of education, but criticizing technical issues and customer support. Many users appreciate the platform's accessibility and the opportunity to learn from prestigious institutions, while others express frustration with app glitches and the lack of human support.
Udemy
#2 Runner-up
Udemy is praised for its affordability and the variety of courses available, making it a popular choice for learners. However, users frequently report technical issues with the app, such as login problems, video playback issues, and download failures, which detract from the overall experience.
Skillshare
#3 Straggler
Skillshare is appreciated for its diverse range of creative courses and the quality of its instructors. However, users express dissatisfaction with the customer service, particularly regarding billing issues and difficulties in canceling subscriptions, which leads to frustration despite the platform's educational offerings.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

Login Issues
Users face significant challenges with the login process, including frequent session expirations and the inability to use traditional password methods, leading to frustration and disrupted learning experiences. This issue is exacerbated by the app's reliance on email-based OTPs, which are often delayed or not received.
I can't log in with my Google account; it just spins and does nothing.
Video Playback Problems
The app frequently fails to load or play videos, even when downloaded, causing interruptions in course progress and user dissatisfaction. This issue is compounded by the app's inability to maintain video playback without crashing or requiring a restart.
Videos don't play anymore on my phone, even when downloaded.
Refund Policy Concerns
The refund policy is perceived as misleading, with users unable to obtain refunds despite being within the 30-day window, especially if they have watched a small portion of the course. This has led to accusations of unfair practices and a lack of transparency.
I barely watched 1 hour of a course, and my refund was denied for watching 'too much'.
Customer Support Frustrations
Users express dissatisfaction with the lack of effective customer support, often encountering unhelpful chatbots and no direct human assistance, which exacerbates their issues with the app. This lack of support is particularly problematic when dealing with billing and technical issues.
It's impossible to get real help; the support is just a bot going in loops.
Casting and Offline Access
Casting to TV is unreliable, and offline access is limited to mobile devices, frustrating users who wish to use larger screens or laptops for learning. The app's inability to maintain stable casting or provide offline access on non-mobile devices limits its usability.
Casting to TV doesn't work; it just shows waiting for the lecture.
Course Access Discrepancies
Users report purchased courses disappearing from their accounts or not syncing across devices, leading to lost progress and access issues. This inconsistency in course availability undermines trust in the platform's reliability.
Purchased courses aren't showing up on the app, only on the website.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Login Issues
Users face significant challenges with the login process, including frequent session expirations and the inability to use traditional password methods, leading to frustration and disrupted learning experiences. This issue is exacerbated by the app's reliance on email-based OTPs, which are often delayed or not received.
Video Playback Problems
The app frequently fails to load or play videos, even when downloaded, causing interruptions in course progress and user dissatisfaction. This issue is compounded by the app's inability to maintain video playback without crashing or requiring a restart.
Refund Policy Concerns
The refund policy is perceived as misleading, with users unable to obtain refunds despite being within the 30-day window, especially if they have watched a small portion of the course. This has led to accusations of unfair practices and a lack of transparency.
Customer Support Frustrations
Users express dissatisfaction with the lack of effective customer support, often encountering unhelpful chatbots and no direct human assistance, which exacerbates their issues with the app. This lack of support is particularly problematic when dealing with billing and technical issues.
Casting and Offline Access
Casting to TV is unreliable, and offline access is limited to mobile devices, frustrating users who wish to use larger screens or laptops for learning. The app's inability to maintain stable casting or provide offline access on non-mobile devices limits its usability.
Course Access Discrepancies
Users report purchased courses disappearing from their accounts or not syncing across devices, leading to lost progress and access issues. This inconsistency in course availability undermines trust in the platform's reliability.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is barely functional, but the website is good. The app constantly crashes and loses track of my downloaded content, making offline mode useless.
Brunocantu22
I purchased courses on the website and they’re not showing up on the app. Might be a bug that needs to be addressed.
currentlyCameron
The app does not work as well as the website, and for either one you need 2-step verification that expires too quickly every time you log on.
MelissaArnott

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.
Chat to sales
Get started

The quotes of the week

Hear from some of the most impactful users to drive changes
The app is barely functional, but the website is good. The app constantly crashes and loses track of my downloaded content, making offline mode useless.
Candice Wu
App Store
I purchased courses on the website and they’re not showing up on the app. Might be a bug that needs to be addressed.
Kelly Williams
Google Play
The app does not work as well as the website, and for either one you need 2-step verification that expires too quickly every time you log on.
Koray Okumus
Google Play

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

Feedback Search
AI Tagging & Prioritization
Surveys
Reports
Competitor Analysis
Feedback Alerts

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore
Anecdote logo
US flag
Palo Alto, California, USA
System normal
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
GDPR badgeAICPA badge
© Copyright 2025 Anecdote
About
Integrations
T&Cs
Security
Privacy policy