NordVPN: VPN Fast & Secure

User Experience Report

Week of April 21st, 2025

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

NordVPN: VPN Fast & Secure

Top Insights This Week

Week of April 21st, 2025
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 NordVPN: VPN Fast & Secure's key feedback

1

Connection Issues

Many users experience frequent disconnections and difficulty maintaining a stable VPN connection, affecting approximately 20% of users. This issue often requires users to manually reconnect, disrupting their internet usage.

I often find my VPN disconnected without any notification, which is frustrating.

2

Speed Reduction

A significant number of users report that the VPN slows down their internet speed, making browsing and streaming difficult, affecting around 15% of users. This issue leads to users turning off the VPN to regain normal speeds.

The VPN slows down my internet so much that I end up turning it off more than using it.

3

Subscription and Billing Confusion

Users express confusion and frustration over subscription charges and difficulties in canceling, affecting about 10% of users. This often results in unexpected charges and challenges in managing subscriptions.

I have been trying to cancel my subscription for weeks, but they keep charging me.

4

Customer Support Challenges

Some users find the customer support unhelpful or difficult to reach, impacting approximately 8% of users. This leads to unresolved technical issues and dissatisfaction with the service.

I received the worst technical support email ever and couldn't get a refund.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

ExpressVPN
ExpressVPN is highly praised for its reliability, speed, and ease of use. Users appreciate its ability to maintain fast connections and its effectiveness in providing online privacy. However, some users have reported issues with connectivity in certain regions and difficulties with customer service.

#2 RUNNER UP

NordVPN: VPN Fast & Secure
NordVPN receives mixed feedback, with users appreciating its strong security features and fast server connections. However, some users report connectivity issues, especially with certain apps and services, and express frustration with customer support and subscription management.

#3 Straggler

Surfshark
Surfshark is valued for its affordability and ease of use, with users enjoying its unlimited device connections and additional features like ad-blocking. Nonetheless, some users experience frequent disconnections and issues with certain streaming services, leading to dissatisfaction.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
ExpressVPN
#1 Users Choice
ExpressVPN is highly praised for its reliability, speed, and ease of use. Users appreciate its ability to maintain fast connections and its effectiveness in providing online privacy. However, some users have reported issues with connectivity in certain regions and difficulties with customer service.
NordVPN: VPN Fast & Secure
#2 Runner-up
NordVPN receives mixed feedback, with users appreciating its strong security features and fast server connections. However, some users report connectivity issues, especially with certain apps and services, and express frustration with customer support and subscription management.
Surfshark
#3 Straggler
Surfshark is valued for its affordability and ease of use, with users enjoying its unlimited device connections and additional features like ad-blocking. Nonetheless, some users experience frequent disconnections and issues with certain streaming services, leading to dissatisfaction.

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

Connection Instability
Users experience frequent disconnections and connectivity issues, particularly when transitioning between Wi-Fi and cellular networks, leading to frustration and vulnerability. This issue requires users to manually intervene to restore connectivity, undermining the app's promise of seamless protection.
Every time I leave and return to a Wi-Fi signal, my device's connection is severed, forcing me to disconnect and reconnect the VPN.
False Advertising
There are complaints about the VPN not functioning as advertised, with users unable to access certain services and feeling misled by the product's capabilities. This discrepancy between expectations and reality damages trust and leads to refund requests.
The VPN did not work as advertised, and I had to request a refund due to false claims.
Subscription Confusion
Users face challenges with subscription management, including unexpected charges and difficulty canceling, which creates frustration and a sense of being trapped. This issue highlights the need for clearer subscription terms and easier cancellation processes.
The subscription does not show in my Apple account, but they keep charging me, making it extremely hard to cancel.
Device Performance Issues
The app reportedly causes performance issues on devices, such as slowing down internet speeds and interfering with app functionality, which detracts from the user experience. These technical glitches lead users to disable the VPN, defeating its purpose.
The VPN slows websites and audio streaming so much that I end up turning it off more than I use it.
Customer Support Frustrations
Users express dissatisfaction with customer support, citing unhelpful responses and difficulty obtaining refunds or technical assistance. This lack of effective support exacerbates user frustration and diminishes brand loyalty.
I received the worst technical support email ever and couldn't get a refund despite multiple attempts.
Trial and Pricing Concerns
Potential users are deterred by the lack of a free trial and high initial costs, which prevent them from testing the service before committing financially. Offering a short trial period could alleviate these concerns and attract more users.
I have to pay $50 just to test the VPN; a 30-minute free trial would be appreciated.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Connection Instability
Users experience frequent disconnections and connectivity issues, particularly when transitioning between Wi-Fi and cellular networks, leading to frustration and vulnerability. This issue requires users to manually intervene to restore connectivity, undermining the app's promise of seamless protection.
False Advertising
There are complaints about the VPN not functioning as advertised, with users unable to access certain services and feeling misled by the product's capabilities. This discrepancy between expectations and reality damages trust and leads to refund requests.
Subscription Confusion
Users face challenges with subscription management, including unexpected charges and difficulty canceling, which creates frustration and a sense of being trapped. This issue highlights the need for clearer subscription terms and easier cancellation processes.
Device Performance Issues
The app reportedly causes performance issues on devices, such as slowing down internet speeds and interfering with app functionality, which detracts from the user experience. These technical glitches lead users to disable the VPN, defeating its purpose.
Customer Support Frustrations
Users express dissatisfaction with customer support, citing unhelpful responses and difficulty obtaining refunds or technical assistance. This lack of effective support exacerbates user frustration and diminishes brand loyalty.
Trial and Pricing Concerns
Potential users are deterred by the lack of a free trial and high initial costs, which prevent them from testing the service before committing financially. Offering a short trial period could alleviate these concerns and attract more users.

Quotes of the week

Hear from some of the most impactful users to drive changes

I've used Nord for a year and never had a single issue with the app or any of their servers. Servers run very fast and if the one you’re on becomes congested you can simply hit a button to switch and be on another server in 5 seconds. Cannot stress the value of this app.
Rustidd
Week of April 21st, 2025
I end up turning it off more than I use it because it slows websites and audio streaming down so much. Love the idea, though.
KitMcQueen
Week of April 21st, 2025
Every time I leave a Wi-fi signal and return, my device’s connection is completely severed. Nord prevents me from connecting to the wi-fi and cell service until I disconnect and reconnect the VPN. This happens every time and is incredibly frustrating.
theoddguy
Week of April 21st, 2025

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
I've used Nord for a year and never had a single issue with the app or any of their servers. Servers run very fast and if the one you’re on becomes congested you can simply hit a button to switch and be on another server in 5 seconds. Cannot stress the value of this app.
Candice Wu
App Store
I end up turning it off more than I use it because it slows websites and audio streaming down so much. Love the idea, though.
Kelly Williams
Google Play
Every time I leave a Wi-fi signal and return, my device’s connection is completely severed. Nord prevents me from connecting to the wi-fi and cell service until I disconnect and reconnect the VPN. This happens every time and is incredibly frustrating.
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

14 day free trial of paid features

⁠Migrate your feedback in one-click