Checkatrade

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

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All Insights

TOP INSIGHTS

A weekly roundup of Checkatrade's key feedback

Overcharging Issues

A significant number of users, approximately 10%, report being overcharged by tradespeople, with unexpected price increases and difficulty obtaining refunds. This issue undermines trust in the platform's pricing transparency.

The quoted price was £1650, but it was increased to £2020 without notice, and no refund was provided.

Unresponsive Tradespeople

Around 15% of users experience frustration with tradespeople who either ignore messages or fail to respond after initial contact, leading to delays and uncertainty in project planning.

Tradesmen read messages but ignore them, leaving users without responses to their urgent queries.

App Functionality Problems

Approximately 12% of users face technical issues with the app, such as difficulties uploading photos, account creation errors, and frequent crashes, which hinder their ability to use the service effectively.

The app won't let me create an account, and it crashes during login attempts.

Questionable Review Authenticity

About 8% of users express concerns over the authenticity of reviews, suspecting fake reviews and misleading ratings, which affects their confidence in choosing reliable tradespeople.

After being scammed by a trader, I discovered that their 10/10 rating was misleading and not reflective of their service.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

TrustATrader

TrustATrader receives high praise for its user-friendly platform and effective lead generation, with many users reporting a steady flow of quality leads and excellent customer service. However, some users express dissatisfaction with the lack of responses from tradespeople and the high cost of membership.

#2 RUNNER UP

Checkatrade

Checkatrade garners mixed feedback, with users appreciating its ease of connecting with tradespeople and the assurance of vetted professionals. However, there are significant complaints about unresponsive tradespeople, issues with app functionality, and concerns over the reliability of reviews.

#3 Straggler

MyBuilder

MyBuilder is criticized heavily for its business model, where tradespeople are charged for leads regardless of job acquisition, leading to financial losses. Users report issues with fake leads, poor customer service, and a lack of job opportunities, making it a frustrating experience for many.

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Nuggets

Major Highlights of the Week

Overcharging Issues

Users experience unexpected price increases after initial quotes, leading to dissatisfaction and distrust in the service's pricing transparency.

The cost was supposed to be £1650 but was increased to £2020 without notice, and no refund was provided.

Non-Responsive Trades

Tradespeople often ignore messages or fail to respond after initial contact, causing frustration and inefficiency in job completion.

Tradesmen read and ignore messages, asking questions but then ghosting replies.

App Functionality Problems

The app has significant technical issues, including failure to upload photos and videos, and problems with account creation, hindering user experience.

The app won’t let me create an account and fails to upload photos for jobs.

Fake Reviews Concern

There is a perception that reviews on the platform are not genuine, leading to skepticism about the reliability of tradespeople.

After reading reviews, I realized they’re all fake and there’s no truth to them.

Guarantee Misunderstanding

Users are confused about the guarantee policy, particularly regarding non-completion of work, which is not covered as expected.

I was told the £1000 guarantee only applies if work is done improperly, not if the tradesperson doesn't show up.

Notification Annoyance

Users receive irrelevant notifications even when they have no active jobs, leading to annoyance and disruption.

I get notifications several times a week despite having no open jobs, and clicking them leads to nothing.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Overcharging Issues

Users experience unexpected price increases after initial quotes, leading to dissatisfaction and distrust in the service's pricing transparency.

Non-Responsive Trades

Tradespeople often ignore messages or fail to respond after initial contact, causing frustration and inefficiency in job completion.

App Functionality Problems

The app has significant technical issues, including failure to upload photos and videos, and problems with account creation, hindering user experience.

Fake Reviews Concern

There is a perception that reviews on the platform are not genuine, leading to skepticism about the reliability of tradespeople.

Guarantee Misunderstanding

Users are confused about the guarantee policy, particularly regarding non-completion of work, which is not covered as expected.

Notification Annoyance

Users receive irrelevant notifications even when they have no active jobs, leading to annoyance and disruption.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is overall good, but it really needs the ability to delete messages from the inbox as it gets confusing. It would also be nice to pin important chats to the top and consider adding 2FA/Passkey support.

iammbuk

I hired a few builders with great reviews, but all their work was terrible quality. I lost time and money, and my house was trashed. From now on, I’ll only hire through referrals.

Dean Wrn

The app shortcuts finding trades, but it's still a struggle to get trades to respond and provide quotes. Trades should be forced to provide some context, as it leaves users unsure of where they stand.

GoddardMDG

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

I hired a few builders with great reviews, but all their work was terrible quality. I lost time and money, and my house was trashed. From now on, I’ll only hire through referrals.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Checkatrade

Top Insights This Week

Overcharging Issues

Unresponsive Tradespeople

App Functionality Problems

Questionable Review Authenticity

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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

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

Stay on top of your feedback with alerts