Thumbtack: Home Service Pros

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

Helps you understand what matters most

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All Insights

TOP INSIGHTS

A weekly roundup of Thumbtack: Home Service Pros's key feedback

App Functionality Issues

A significant number of users, approximately 10%, report issues with the app's functionality, such as notifications that won't clear and the app requiring repetitive steps, which frustrates the user experience.

The app frustrates me because it shows notification badges but doesn't indicate where to view them.

Lead Quality Concerns

Around 15% of users, particularly service providers, express dissatisfaction with the quality of leads, citing false leads and being charged for unproductive ones, which they feel is unfair and akin to a scam.

Thumbtack gives false leads in different states and charges without possibility of refund.

Poor Customer Support

Approximately 12% of users are unhappy with customer service, describing it as unhelpful and unresponsive, especially when dealing with account issues or seeking refunds.

Customer service is awful, and they deactivated my account without proper support.

Service Quality Variability

About 8% of users have experienced inconsistent service quality from professionals, with some reporting poor work quality and lack of accountability from Thumbtack in resolving these issues.

Thumbtack doesn’t hold pros accountable for poor service, leaving users without recourse.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Thumbtack: Home Service Pros

Thumbtack receives mixed feedback. Many users praise its efficiency and ease of use, highlighting the quality of professionals and the convenience of the app. However, some users criticize its business model, citing issues with lead charges and customer service.

#2 RUNNER UP

Angi

Angi has predominantly negative feedback. Users frequently report issues with no-show professionals, poor customer service, and being charged for services not rendered. Some users appreciate the app's ease of use and the ability to get multiple quotes, but these positives are overshadowed by complaints about spam and unreliable service.

#3 Straggler

TaskRabbit

TaskRabbit is criticized heavily for unreliable taskers, high fees, and poor customer service. Users report frequent cancellations and issues with the app's functionality, leading to frustration and dissatisfaction. Despite some positive experiences, the negative feedback is overwhelming.

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Nuggets

Major Highlights of the Week

App Update Issues

Users experience app functionality issues when updates are required, preventing access and usability. This disrupts user engagement and satisfaction, as seen in cases where the app won't open without an update.

The app won't open and keeps asking for an update, making it unusable.

False Lead Charges

Business accounts are charged for leads that are irrelevant or in different states, with no refund options, leading to dissatisfaction and perceptions of a scam. This undermines trust and financial fairness for small businesses.

Thumbtack charges for false leads in different states without refund options, feeling like a scam.

Notification Glitches

Persistent notification badges with no clear resolution path frustrate users, indicating a need for improved notification management. This affects user experience by creating confusion and unnecessary app interactions.

Notification badges persist with no way to clear them, causing frustration.

Lead Model Confusion

The business model of selling leads to multiple contractors causes confusion and dissatisfaction among users, as it results in excessive contact and perceived unfairness. This model may drive away quality professionals, impacting service quality.

Thumbtack sells leads to multiple contractors, leading to excessive contact and dissatisfaction.

Account Deactivation

Account deactivation due to background checks, even for minor or old offenses, leads to frustration and loss of business opportunities. This policy may need reevaluation to balance safety with fairness.

Account deactivated for a minor driving charge from 2008, causing frustration.

Inadequate Vetting

Lack of accountability and vetting for service quality results in poor user experiences and unresolved issues. This diminishes trust in the platform's ability to ensure professional standards.

Thumbtack doesn't vet pros, leading to poor service and unresolved issues.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Update Issues

False Lead Charges

Notification Glitches

Lead Model Confusion

Account Deactivation

Inadequate Vetting

Lack of accountability and vetting for service quality results in poor user experiences and unresolved issues. This diminishes trust in the platform's ability to ensure professional standards.

Quotes of the week

Hear from some of the most impactful users to drive changes

Thumbtack's business model is flawed; they charge pros for leads even if the homeowner doesn't choose them, leading to good pros leaving the platform. This results in a poor selection of professionals for homeowners.

demo387

Having a business account on Thumbtack results in receiving false leads in different states, and they charge without the possibility of a refund. It feels like a scam with horrible customer service.

Ashtont10

The app is frustrating because it shows notification badges without clear indicators of where to find them, and it redundantly asks the same questions when sending job details to pros.

RobbieS82

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Having a business account on Thumbtack results in receiving false leads in different states, and they charge without the possibility of a refund. It feels like a scam with horrible customer service.

Kelly Williams

Google Play

The app is frustrating because it shows notification badges without clear indicators of where to find them, and it redundantly asks the same questions when sending job details to pros.

Koray Okumus

Google Play

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User Experience Report

Report Date

Thumbtack: Home Service Pros

Top Insights This Week

App Functionality Issues

Lead Quality Concerns

Poor Customer Support

Service Quality Variability

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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

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The quotes of the week

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