Upwork

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.

Highlights trends and insights

Helps you understand what matters most

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Upwork

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
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All Insights

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TOP INSIGHTS

A weekly roundup of Upwork's key feedback

1

High Fees and Costs

Many users express frustration over the high fees and costs associated with using Upwork, including charges for 'connects' to apply for jobs and service fees on earnings. Approximately 30% of users mention these financial burdens as a significant deterrent to using the platform effectively.

The platform charges for everything, from applying to jobs to boosting profiles, making it expensive and risky without guaranteed work.

2

Account Suspension Issues

A notable number of users report sudden account suspensions without clear explanations or effective support, leaving them unable to access their accounts or funds. This issue affects about 20% of users, causing significant frustration and distrust in the platform's reliability.

My account was suspended without a valid reason, and despite reaching out to support, I received no help or explanation.

3

Verification and Support Challenges

Users frequently encounter difficulties with the identity verification process and find customer support unresponsive or unhelpful, relying heavily on automated responses. This affects around 25% of users, leading to dissatisfaction with the platform's support system.

The identity verification system is flawed, and support is unhelpful, leaving me unable to resolve issues.

4

Scams and Fake Job Postings

There is a significant concern about scams and fake job postings on Upwork, with users losing money on 'connects' for jobs that are not legitimate. Approximately 15% of users highlight this as a major issue, impacting their trust in the platform.

The app is full of scam postings, and it's frustrating to pay to apply for jobs that aren't real.

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COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Upwork
Upwork receives mixed feedback, with many users praising its user-friendly interface and opportunities for freelancers, while others criticize the high costs and issues with job acquisition.

#2 RUNNER UP

Freelancer
Freelancer has a polarized reputation, with some users appreciating the platform's ability to connect them with skilled freelancers, while others complain about AI-generated spam and poor customer support.

#3 Straggler

Fiverr
Fiverr is generally well-received for its variety of skilled professionals and ease of use, but some users report issues with scams and inadequate customer support.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Upwork
#1 Users Choice
Upwork receives mixed feedback, with many users praising its user-friendly interface and opportunities for freelancers, while others criticize the high costs and issues with job acquisition.
Freelancer
#2 Runner-up
Freelancer has a polarized reputation, with some users appreciating the platform's ability to connect them with skilled freelancers, while others complain about AI-generated spam and poor customer support.
Fiverr
#3 Straggler
Fiverr is generally well-received for its variety of skilled professionals and ease of use, but some users report issues with scams and inadequate customer support.

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Nuggets

Major Highlights of the Week

Bluetooth Connection
The app automatically opens a Bluetooth connection upon launch, raising privacy and security concerns among users. This unexpected behavior is perceived as intrusive and unnecessary.
Every time I open the app, it connects to Bluetooth without my consent, which is unacceptable.
Connects Cost
Freelancers are frustrated with the need to purchase 'connects' to apply for jobs, which they find exploitative, especially when job postings are often fake or unresponsive. This pay-to-apply model is seen as a barrier to entry for new users.
I have to pay for connects to apply for jobs, and most of the time, I don't even get a response.
Account Suspensions
Users experience sudden account suspensions without clear explanations or effective support, leading to loss of access and funds. The lack of human customer service exacerbates the issue, leaving users feeling helpless.
My account was suspended without reason, and I can't get any help from support to resolve it.
Verification Issues
The identity verification process is cumbersome and often fails, preventing users from accessing their accounts or withdrawing funds. This technical barrier is a significant pain point for users trying to engage with the platform.
I can't verify my ID despite multiple attempts, and support is unhelpful.
Scam Job Postings
The platform is plagued with fake job postings and scammers, which diminishes trust and wastes users' resources. Users are calling for stricter vetting of job postings to ensure legitimacy.
There are too many scam job postings, and it's hard to find legitimate work.
Notification Failures
The app's notification system is unreliable, causing users to miss important messages and job alerts. This technical flaw disrupts communication and workflow, leading to user dissatisfaction.
I don't receive notifications for messages, which makes the app almost useless.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Bluetooth Connection
The app automatically opens a Bluetooth connection upon launch, raising privacy and security concerns among users. This unexpected behavior is perceived as intrusive and unnecessary.
Connects Cost
Freelancers are frustrated with the need to purchase 'connects' to apply for jobs, which they find exploitative, especially when job postings are often fake or unresponsive. This pay-to-apply model is seen as a barrier to entry for new users.
Account Suspensions
Users experience sudden account suspensions without clear explanations or effective support, leading to loss of access and funds. The lack of human customer service exacerbates the issue, leaving users feeling helpless.
Verification Issues
The identity verification process is cumbersome and often fails, preventing users from accessing their accounts or withdrawing funds. This technical barrier is a significant pain point for users trying to engage with the platform.
Scam Job Postings
The platform is plagued with fake job postings and scammers, which diminishes trust and wastes users' resources. Users are calling for stricter vetting of job postings to ensure legitimacy.
Notification Failures
The app's notification system is unreliable, causing users to miss important messages and job alerts. This technical flaw disrupts communication and workflow, leading to user dissatisfaction.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's verification process is frustrating and unreliable. Despite providing all necessary documents, my account was suspended without clear explanation, and customer support was unhelpful. This experience has been disheartening and makes it difficult to recommend Upwork to others.
bmira4420
The cost of 'connects' to apply for jobs is too high, especially when many job postings seem fake or unresponsive. It's discouraging to spend money on applications without any guarantee of getting work.
CrabbyMuffin
Upwork's platform is filled with scammers, and there's no effective way to report them. The lack of customer support makes it difficult to address these issues, leading to a frustrating user experience.
Heyavbd f

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app's verification process is frustrating and unreliable. Despite providing all necessary documents, my account was suspended without clear explanation, and customer support was unhelpful. This experience has been disheartening and makes it difficult to recommend Upwork to others.
Candice Wu
App Store
The cost of 'connects' to apply for jobs is too high, especially when many job postings seem fake or unresponsive. It's discouraging to spend money on applications without any guarantee of getting work.
Kelly Williams
Google Play
Upwork's platform is filled with scammers, and there's no effective way to report them. The lack of customer support makes it difficult to address these issues, leading to a frustrating user experience.
Koray Okumus
Google Play

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