NordVPN: VPN Fast & Secure

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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All Insights

TOP INSIGHTS

A weekly roundup of NordVPN: VPN Fast & Secure's key feedback

Connection Issues

Many users report frequent disconnections and poor connection stability, affecting their ability to use the VPN effectively. Approximately 20% of users seem to experience this issue, leading to frustration and dissatisfaction with the service.

The app works good when it’s actually working, but it is always disconnecting.

Subscription Problems

Users are frustrated with unexpected charges and difficulties in managing subscriptions, including issues with auto-renewals and refunds. This affects around 15% of users, causing distrust and dissatisfaction with the billing practices.

I signed up for a 3 day trial and got billed $99 at the time I signed.

Customer Support Challenges

A significant number of users find the customer support unhelpful and difficult to reach, which exacerbates their issues with the app. About 10% of users express dissatisfaction with the support experience.

Nord VPN suddenly quit working and I was only allowed to communicate through a chat that was unhelpful.

Performance in Restricted Regions

Users in countries with internet restrictions, like China, report that NordVPN does not work as advertised, leading to disappointment. This issue affects approximately 5% of users who rely on the VPN for access in such regions.

NordVPN does NOT work in China, making it a complete waste of money.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

ExpressVPN

ExpressVPN receives overwhelmingly positive feedback for its reliability, speed, and ease of use across multiple devices. Users appreciate its consistent performance and the security it provides, making it a top choice for many.

#2 RUNNER UP

NordVPN: VPN Fast & Secure

NordVPN garners mixed reviews, with many users praising its speed, security features, and ease of use. However, some users report issues with connectivity, subscription management, and customer service, leading to a varied user experience.

#3 Straggler

CyberGhost VPN

CyberGhost VPN is generally well-received for its user-friendly interface and effective security features. However, some users experience connectivity issues and challenges with customer support, which can detract from the overall experience.

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Nuggets

Major Highlights of the Week

Subscription Confusion

Users are charged unexpectedly despite being promised a free trial, leading to frustration and distrust. The app's trial offer is misleading, resulting in immediate charges without clear communication.

I signed up for a 3-day trial and was charged $99 immediately.

Connection Instability

Frequent disconnections and poor connection stability are causing significant user dissatisfaction. Users experience constant interruptions, making the VPN unreliable for continuous use.

The VPN disconnects every 10-15 minutes, which is very annoying.

Customer Support Issues

The lack of effective customer support channels frustrates users who cannot resolve issues through the app. Users find the support system unhelpful and difficult to navigate, leading to unresolved problems.

I couldn't find any way to contact support for a refund.

Device Compatibility Problems

The app fails to work properly on certain devices, particularly tablets and TVs, limiting its usability. Users report that the VPN does not function on their devices despite working on others.

NordVPN works on my phone but not on my tablet.

Misleading Advertising

The app's advertising claims do not match user experiences, particularly regarding speed and geographic access. Users feel misled by promises of fast connections and access to blocked content.

NordVPN is slow and doesn't work for accessing content abroad as advertised.

UX Design Flaws

The app's user interface and experience are cumbersome, with unnecessary steps and unclear navigation. Users are frustrated by the app's design, which complicates simple tasks like disconnecting.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Subscription Confusion

Connection Instability

Frequent disconnections and poor connection stability are causing significant user dissatisfaction. Users experience constant interruptions, making the VPN unreliable for continuous use.

Customer Support Issues

Device Compatibility Problems

The app fails to work properly on certain devices, particularly tablets and TVs, limiting its usability. Users report that the VPN does not function on their devices despite working on others.

Misleading Advertising

The app's advertising claims do not match user experiences, particularly regarding speed and geographic access. Users feel misled by promises of fast connections and access to blocked content.

UX Design Flaws

The app's user interface and experience are cumbersome, with unnecessary steps and unclear navigation. Users are frustrated by the app's design, which complicates simple tasks like disconnecting.

Quotes of the week

Hear from some of the most impactful users to drive changes

I downloaded this VPN this week and it’s made my phone unusable. From having login issues to apps I use every day, sending my map location to other places etc, they don’t know how to have their app to focus on browser traffic and it just ruins all your workflows.

JeromeHardaway

Nord locks out Amazon EVERY TIME I try to log into Amazon. It’s extremely frustrating and I’ll likely go to another provider when my contract is up. I’ve reported it multiple times but no improvement.

jack West

I have used computers and writing some apps since 1988 or so. VPN is rather new to me, especially with some capabilities I do not understand. And while experienced with computers, I lack the built-in knowledge which the product appears to assume I have. AFAICT our home network is not even connected to NordVPN. And there is no clear way to even make use of the app or to know when it is doing something in our favor. I cannot tell from the various screens what is going on, or if we are even benefitted by this purchase. There needs to be a 'Help' function clearly labeled and available.

WestofLeft

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

NordVPN: VPN Fast & Secure

Top Insights This Week

Connection Issues

Subscription Problems

Customer Support Challenges

Performance in Restricted Regions

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

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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