Norton 360 Security & VPN

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

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Norton 360 Security & VPN

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
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All Insights

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TOP INSIGHTS

A weekly roundup of Norton 360 Security & VPN's key feedback

1

Feature Removal Frustration

Users are frustrated with the removal of features like Privacy Monitoring, which now requires an additional subscription. Approximately 15% of users have expressed dissatisfaction with unexpected feature removals. Example: 'Features have been removed with no warning, requiring extra subscriptions.'

Features have been removed with no warning, requiring extra subscriptions.

2

VPN Connection Issues

Many users experience difficulties with VPN connections, including verification code problems and disconnections, affecting around 20% of users. Example: 'Verification codes for VPN are not accepted, causing lockouts and frustration.'

Verification codes for VPN are not accepted, causing lockouts and frustration.

3

Misleading Free Trial

Users feel misled by the 'free trial' that requires upfront payment, with no clear refund process, impacting about 10% of users. Example: 'Paid for a year to start a free trial, but was charged with no refund option.'

Paid for a year to start a free trial, but was charged with no refund option.

4

Safe Web Connectivity Problems

The Safe Web feature causes connectivity issues, particularly with Wi-Fi, affecting approximately 12% of users. Example: 'Safe Web feature disrupts Wi-Fi connectivity, making it unusable.'

Safe Web feature disrupts Wi-Fi connectivity, making it unusable.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Bitdefender Mobile Security
Bitdefender receives high praise for its comprehensive protection and ease of use. Users appreciate its seamless operation across devices and effective security features, though some mention issues with notifications and subscription management.

#2 RUNNER UP

McAfee Mobile Security
McAfee is well-regarded for its reliable protection and user-friendly interface. Many users express satisfaction with its performance, though some report issues with battery drain and subscription management.

#3 Straggler

Norton 360 Security & VPN
Norton 360 receives mixed feedback, with users appreciating its security features but criticizing its customer service and issues with app functionality. Some users report problems with connectivity and subscription management, leading to frustration.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Bitdefender Mobile Security
#1 Users Choice
Bitdefender receives high praise for its comprehensive protection and ease of use. Users appreciate its seamless operation across devices and effective security features, though some mention issues with notifications and subscription management.
McAfee Mobile Security
#2 Runner-up
McAfee is well-regarded for its reliable protection and user-friendly interface. Many users express satisfaction with its performance, though some report issues with battery drain and subscription management.
Norton 360 Security & VPN
#3 Straggler
Norton 360 receives mixed feedback, with users appreciating its security features but criticizing its customer service and issues with app functionality. Some users report problems with connectivity and subscription management, leading to frustration.

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Nuggets

Major Highlights of the Week

Feature Removal
Users are frustrated with the removal of features like Privacy Monitoring without prior notice, which now requires an additional subscription. This unexpected change has led to dissatisfaction among long-time users who feel misled by the product's evolving offerings.
Features have been removed with no warning, requiring an extra subscription.
VPN Verification Issues
The VPN feature has a problematic verification process, especially on iPads, where users face difficulties with the verification code and CAPTCHA, leading to lockouts and a poor user experience. This cumbersome process is causing users to consider alternative VPN solutions.
The verification code for VPN is never accepted, leading to a 24-hour lockout.
Safe Web Connectivity
The Safe Web feature is causing network connectivity issues, particularly on iOS devices, where enabling it disrupts Wi-Fi connections. This malfunction is a significant inconvenience for users who rely on both Safe Web and VPN for security.
My iPhone won’t connect to WiFi when Safe Web is enabled.
Subscription Confusion
The app's subscription model is misleading, with users being charged for a 'free trial' and finding it difficult to cancel or obtain refunds. This has led to a perception of deceptive practices and dissatisfaction with the customer support process.
I was charged the yearly fee despite being on a 'free trial' and couldn't get a refund.
Spam Call Blocking
The app's ability to block spam calls is ineffective, leaving users unprotected from unwanted communications. This failure undermines the app's promise of comprehensive security and frustrates users seeking reliable spam call protection.
This app is absolutely useless for blocking unwanted spam calls.
Identity Service Unavailability
The Identity Service feature is frequently unavailable, preventing users from accessing important security reports. This persistent issue, coupled with unhelpful customer support, diminishes user trust and satisfaction with the service.
Identity Service is unavailable despite being active, and customer support is unhelpful.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Feature Removal
Users are frustrated with the removal of features like Privacy Monitoring without prior notice, which now requires an additional subscription. This unexpected change has led to dissatisfaction among long-time users who feel misled by the product's evolving offerings.
VPN Verification Issues
The VPN feature has a problematic verification process, especially on iPads, where users face difficulties with the verification code and CAPTCHA, leading to lockouts and a poor user experience. This cumbersome process is causing users to consider alternative VPN solutions.
Safe Web Connectivity
The Safe Web feature is causing network connectivity issues, particularly on iOS devices, where enabling it disrupts Wi-Fi connections. This malfunction is a significant inconvenience for users who rely on both Safe Web and VPN for security.
Subscription Confusion
The app's subscription model is misleading, with users being charged for a 'free trial' and finding it difficult to cancel or obtain refunds. This has led to a perception of deceptive practices and dissatisfaction with the customer support process.
Spam Call Blocking
The app's ability to block spam calls is ineffective, leaving users unprotected from unwanted communications. This failure undermines the app's promise of comprehensive security and frustrates users seeking reliable spam call protection.
Identity Service Unavailability
The Identity Service feature is frequently unavailable, preventing users from accessing important security reports. This persistent issue, coupled with unhelpful customer support, diminishes user trust and satisfaction with the service.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app frequently freezes, especially during startup, making it difficult to use most of the time. I hope future updates will address these issues.
Guehdhdbdudhsjx
Week of April 21st, 2025
The Safe Web feature causes my iPhone to lose WiFi connectivity, which is a problem since I rely on it regularly. This needs to be fixed for the app to be fully functional.
FriterNuggets
Week of April 21st, 2025
I signed up for a year, but after two months, the app was removed from my phone without explanation. This raises concerns about the security and reliability of the service.
PhilipReedWallace
Week of April 21st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app frequently freezes, especially during startup, making it difficult to use most of the time. I hope future updates will address these issues.
Candice Wu
App Store
The Safe Web feature causes my iPhone to lose WiFi connectivity, which is a problem since I rely on it regularly. This needs to be fixed for the app to be fully functional.
Kelly Williams
Google Play
I signed up for a year, but after two months, the app was removed from my phone without explanation. This raises concerns about the security and reliability of the service.
Koray Okumus
Google Play

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