PayByPhone Parking

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.

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All Insights

TOP INSIGHTS

A weekly roundup of PayByPhone Parking's key feedback

Payment Verification Issues

A significant number of users, approximately 30%, report issues with payment verification. Users often experience failed transactions after verifying payments through their banking apps, leading to frustration and sometimes double charges.

I verified my payment in the banking app, but the PayByPhone app still said it failed, causing me to pay twice.

Update-Related Functionality Loss

Around 25% of users express dissatisfaction with recent updates that have removed or broken key features, such as the ability to find nearby parking or use certain payment methods, making the app less user-friendly.

The new update removed the nearby parking feature and now I can't pay with Apple Pay.

Account and Session Management Problems

Approximately 20% of users face issues with account management, such as being logged out unexpectedly, losing saved information, or being unable to associate parking sessions with their accounts, leading to confusion and potential double charges.

After creating an account, my active parking session disappeared, and I was charged twice.

High Fees and Hidden Charges

About 15% of users are frustrated by the app's additional fees and hidden charges, which make parking more expensive than using traditional meters, and feel these charges are not clearly communicated.

The app charged me extra fees that weren't clear upfront, making it more expensive than paying at the meter.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

SpotHero

SpotHero receives high praise for its convenience, ease of use, and ability to find affordable parking options. Users appreciate the app's ability to plan in advance and the helpful customer service, although some have experienced issues with overbooking and unexpected charges.

#2 RUNNER UP

PayByPhone Parking

PayByPhone Parking is appreciated for its convenience and ease of use, with many users finding it reliable for managing parking without needing change. However, some users report issues with app crashes, slow performance, and occasional payment verification problems.

#3 Straggler

ParkMobile

ParkMobile is generally well-received for its functionality and ease of use, but recent updates have led to user dissatisfaction. Many users report issues with the app's interface, errors in parking time selection, and a lack of intuitive features, leading to frustration and parking tickets.

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Nuggets

Major Highlights of the Week

Payment Verification Loop

The app frequently fails to process payments after users verify transactions with their bank, leading to repeated attempts and potential double charges. This issue disrupts the payment flow and causes user frustration, indicating a critical flaw in the payment verification process.

After verifying payment with my bank, the app still says payment failed, but my bank shows the charge.

Update-Induced Issues

Recent updates have introduced significant usability issues, such as the inability to find parking codes and process payments, rendering the app unusable for many. These updates have degraded the user experience, highlighting a need for more rigorous testing before release.

Since the update, the app doesn't recognize parking codes and won't let me pay.

Account and Login Problems

Users face difficulties with account management, including being unable to reset passwords or log in, which prevents them from using the app effectively. This indicates a need for improved account recovery and login processes to enhance user accessibility.

I can't reset my password or log in, making the app unusable.

Hidden Fees and Charges

The app imposes unexpected fees, such as SMS charges and higher parking rates than advertised, which users find deceptive and frustrating. This practice undermines trust and suggests a need for clearer communication of costs.

The app charged me more than the meter price and added a fee for SMS notifications.

Location and Mapping Errors

The app's location services and mapping features are unreliable, often failing to find nearby parking or displaying incorrect locations. This hampers the app's core functionality and suggests a need for improved geolocation accuracy.

The app can't find the parking lot I'm standing in, making it useless.

Inability to Modify Sessions

Users cannot easily modify or cancel parking sessions once started, leading to double payments and fines. This limitation indicates a need for more flexible session management to accommodate user errors and changes.

I paid for the wrong vehicle and couldn't change it, so I had to pay twice.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Payment Verification Loop

Update-Induced Issues

Account and Login Problems

Hidden Fees and Charges

Location and Mapping Errors

Inability to Modify Sessions

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's recent update has made it unusable. It doesn't recognize location codes, and payment methods fail consistently. I had to resort to using coins, which defeats the purpose of the app.

A Google user

The app often fails to process payments, even after bank verification. This has led to multiple parking tickets, as the app shows payment failed despite bank approval.

A Google user

The app's interface is confusing, and it often logs me out, deleting all my saved information. It desperately needs a refreshed design and better user experience.

iMatt4k

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app's recent update has made it unusable. It doesn't recognize location codes, and payment methods fail consistently. I had to resort to using coins, which defeats the purpose of the app.

Candice Wu

App Store

The app often fails to process payments, even after bank verification. This has led to multiple parking tickets, as the app shows payment failed despite bank approval.

Kelly Williams

Google Play

The app's interface is confusing, and it often logs me out, deleting all my saved information. It desperately needs a refreshed design and better user experience.

Koray Okumus

Google Play

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User Experience Report

Report Date

PayByPhone Parking

Top Insights This Week

Payment Verification Issues

Update-Related Functionality Loss

Account and Session Management Problems

High Fees and Hidden Charges

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