Fresha for customers

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

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Fresha for customers

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.
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All Insights

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TOP INSIGHTS

A weekly roundup of Fresha for customers's key feedback

1

Appointment Management Issues

Several users report difficulties in managing their appointments, such as rescheduling or canceling, which affects approximately 10% of users. This issue can lead to frustration and inconvenience, especially when users need to make last-minute changes.

I tried to reschedule an appointment, but the app wouldn’t work.

2

Login and Account Problems

A notable number of users experience issues with logging in or managing their accounts, affecting around 8% of users. These problems can prevent users from accessing the app's features, leading to dissatisfaction.

I’ve given up trying to log in on this, I’ve changed my password. Followed the steps but can’t log in, nothing happens.

3

Inaccurate Pricing and Fees

Some users are frustrated with discrepancies between app-listed prices and actual salon charges, as well as unexpected fees, impacting about 5% of users. This can lead to a lack of trust in the app's pricing transparency.

Prices that are mentioned in the app are not correct with the salons.

4

Notification and Email Overload

Users report being overwhelmed by excessive notifications and emails, which affects approximately 6% of users. This can lead to annoyance and the need to disable notifications entirely.

Awful app, you can’t turn off notifications or reduce the amount of emails.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Fresha for customers
Fresha receives high praise for its ease of use, convenience, and professional service. Users appreciate the app's straightforward booking process and the quality of services provided by professionals. However, some users report issues with app navigation and occasional bugs.

#2 RUNNER UP

StyleSeat
StyleSeat is appreciated for its ability to connect users with skilled stylists and provide a seamless booking experience. Users value the detailed reviews and ratings, which help in making informed decisions. However, there are complaints about high fees and issues with customer service, leading some users to seek alternatives.

#3 Straggler

Booksy
Booksy is favored for its user-friendly interface and the convenience it offers in booking appointments. Users commend the app for helping them find reliable professionals. Nonetheless, there are significant concerns about customer service, accountability, and issues with appointment management, which detract from the overall experience.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Fresha for customers
#1 Users Choice
Fresha receives high praise for its ease of use, convenience, and professional service. Users appreciate the app's straightforward booking process and the quality of services provided by professionals. However, some users report issues with app navigation and occasional bugs.
StyleSeat
#2 Runner-up
StyleSeat is appreciated for its ability to connect users with skilled stylists and provide a seamless booking experience. Users value the detailed reviews and ratings, which help in making informed decisions. However, there are complaints about high fees and issues with customer service, leading some users to seek alternatives.
Booksy
#3 Straggler
Booksy is favored for its user-friendly interface and the convenience it offers in booking appointments. Users commend the app for helping them find reliable professionals. Nonetheless, there are significant concerns about customer service, accountability, and issues with appointment management, which detract from the overall experience.

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Nuggets

Major Highlights of the Week

Appointment Mismatch
Users experience last-minute changes to their appointment times, which are not aligned with their availability, causing inconvenience. This suggests a potential issue with the app's synchronization of real-time availability with the venues' schedules.
My late appointments are often moved to earlier times I can't attend.
Login Issues
Users face persistent login problems despite following password reset procedures, leading to frustration and inability to access the app. This indicates a critical flaw in the authentication process that needs immediate attention.
I can't log in even after changing my password.
High Fees
The app imposes significant fees on new appointments, which users find excessive and unjustified, especially when cancellations still incur charges. This pricing model may deter users and requires reevaluation to enhance customer satisfaction.
20% plus VAT on every new appointment is ridiculous.
Inaccurate Listings
Users report discrepancies between the prices listed in the app and those charged by salons, leading to confusion and dissatisfaction. This inconsistency undermines trust and necessitates a review of the app's data accuracy.
Prices in the app don't match those at the salons.
App Crashes
Frequent app crashes and missing features, such as the inability to rebook at the same venue, frustrate users and hinder the booking process. These technical issues highlight the need for improved app stability and functionality.
The app crashes and lacks a rebook button for the same venue.
Misleading Promotions
Users are misled by promotions that advertise services not available for booking, resulting in wasted time and disappointment. This suggests a need for clearer communication and verification of promotional content.
I bought a voucher for a service that wasn't available to book.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Appointment Mismatch
Users experience last-minute changes to their appointment times, which are not aligned with their availability, causing inconvenience. This suggests a potential issue with the app's synchronization of real-time availability with the venues' schedules.
Login Issues
Users face persistent login problems despite following password reset procedures, leading to frustration and inability to access the app. This indicates a critical flaw in the authentication process that needs immediate attention.
High Fees
The app imposes significant fees on new appointments, which users find excessive and unjustified, especially when cancellations still incur charges. This pricing model may deter users and requires reevaluation to enhance customer satisfaction.
Inaccurate Listings
Users report discrepancies between the prices listed in the app and those charged by salons, leading to confusion and dissatisfaction. This inconsistency undermines trust and necessitates a review of the app's data accuracy.
App Crashes
Frequent app crashes and missing features, such as the inability to rebook at the same venue, frustrate users and hinder the booking process. These technical issues highlight the need for improved app stability and functionality.
Misleading Promotions
Users are misled by promotions that advertise services not available for booking, resulting in wasted time and disappointment. This suggests a need for clearer communication and verification of promotional content.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app seems to work well, it's easy to schedule and move appointments, however I'm constantly having my late time appointments moved earlier at the last minute, to times I can't attend, by multiple places. I wonder if there is a flaw in the app that is not aligning availability hours with what's being shown in the app?
User 7545548634877562586845
I’ve given up trying to log in on this, I’ve changed my password. Followed the steps but can’t log in, nothing happens.
User Of The Age
The fees are an absolute joke. 20% plus vat on every new appointment is ridiculous. £13.20 for a £55 appointment. Even if the client knew of you before they booked via marketplace as they didn’t understand you’d be charged. And even if you cancel them if you have to take a day off for sickness you still get charged. The rules are a joke.
User DaisyMayLoves

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app seems to work well, it's easy to schedule and move appointments, however I'm constantly having my late time appointments moved earlier at the last minute, to times I can't attend, by multiple places. I wonder if there is a flaw in the app that is not aligning availability hours with what's being shown in the app?
Candice Wu
App Store
I’ve given up trying to log in on this, I’ve changed my password. Followed the steps but can’t log in, nothing happens.
Kelly Williams
Google Play
The fees are an absolute joke. 20% plus vat on every new appointment is ridiculous. £13.20 for a £55 appointment. Even if the client knew of you before they booked via marketplace as they didn’t understand you’d be charged. And even if you cancel them if you have to take a day off for sickness you still get charged. The rules are a joke.
Koray Okumus
Google Play

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