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

Subscription Cancellation Issues

A significant number of users find it difficult to cancel their subscriptions, with some describing the process as a scam. Approximately 15% of users report issues with subscription management, including unexpected charges and auto-renewals. This creates frustration and distrust among users.

I couldn't find where to cancel my subscription, and they charged me unexpectedly.

Connection Instability

Many users experience frequent disconnections and unstable connections, which disrupts their internet usage. Around 20% of users report that the VPN connection drops often, requiring constant reconnections and causing inconvenience.

The VPN keeps disconnecting, making it hard to use the internet smoothly.

Auto-Connect Failures

Users have reported that the auto-connect feature does not work reliably, leaving them unprotected. Approximately 10% of users mention that the app fails to automatically connect, even when the setting is enabled, leading to security concerns.

The app stops automatically connecting, even with auto-connect on.

False Free Trial Claims

Several users feel misled by the app's free trial offers, which result in immediate charges instead of a trial period. About 12% of users express dissatisfaction with being charged upfront despite expecting a free trial, leading to feelings of being scammed.

I signed up for a free trial but was charged for a full year immediately.

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.

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Nuggets

Major Highlights of the Week

Subscription Issues

Users face difficulties in canceling subscriptions and are unexpectedly charged for auto-renewals, leading to frustration and accusations of deceptive practices. This issue highlights a need for clearer subscription management and communication to prevent negative user experiences.

I tried to cancel my subscription but was charged for another month without notice.

Connection Instability

Frequent disconnections and slow connection speeds are causing significant user dissatisfaction, impacting the app's reliability and usability. Addressing these connectivity issues is crucial to maintaining user trust and ensuring a seamless VPN experience.

The VPN keeps disconnecting, making it impossible to use the internet reliably.

Geoblocking Failures

Users are unable to access geographically restricted content despite expectations set by the app's marketing, leading to disappointment and unmet user needs. Enhancing the app's ability to bypass geoblocks is essential to fulfill user expectations.

I can't access streaming services abroad, which was my main reason for using NordVPN.

Customer Support Gaps

Users report inadequate customer support, with slow response times and unhelpful interactions, which undermines trust and satisfaction. Improving support responsiveness and effectiveness is vital to enhance the overall customer experience.

Support was unhelpful and took too long to respond to my issue.

Compatibility Problems

The app faces compatibility issues with certain devices and operating systems, leading to functionality problems and user frustration. Ensuring broader compatibility and smoother operation across all platforms is necessary to improve user satisfaction.

The app doesn't work on my TV, and support couldn't resolve the issue.

Misleading Free Trials

Users feel misled by the free trial offers, which result in unexpected charges, damaging trust and brand reputation. Clearer communication and transparent trial terms are needed to prevent user dissatisfaction and potential reputational harm.

I signed up for a free trial but was charged immediately for a full year.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Subscription Issues

Connection Instability

Geoblocking Failures

Customer Support Gaps

Compatibility Problems

Misleading Free Trials

Quotes of the week

Hear from some of the most impactful users to drive changes

I've been a user for years and NordVPN has consistently been the fastest and most reliable service I've used. Even with heavy traffic, my speed remains top-notch, and the multi-year price is a great deal.

Subtleaf

Week of May 26th, 2025

The app often disconnects and doesn't reconnect automatically, leaving my phone without internet access. It's frustrating to have to manually reconnect, and I'm considering switching providers once my subscription ends.

A Google user

Week of May 26th, 2025

I was charged for a full year immediately after signing up for a free trial, which was misleading. The lack of transparency in billing practices is concerning and has eroded my trust in the service.

A Google user

Week of May 26th, 2025

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The quotes of the week

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Candice Wu

App Store

Kelly Williams

Google Play

I was charged for a full year immediately after signing up for a free trial, which was misleading. The lack of transparency in billing practices is concerning and has eroded my trust in the service.

Koray Okumus

Google Play

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User Experience Report

Report Date

NordVPN: VPN Fast & Secure

Top Insights This Week

Subscription Cancellation Issues

Connection Instability

Auto-Connect Failures

False Free Trial Claims

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

Start your 14-day free trial

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