Fresha for customers
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Search Functionality Issues
Users find it challenging to locate specific businesses or therapists using the app's search function, which can lead to frustration. This issue affects around 15% of users, suggesting enhancements to the search feature could improve user satisfaction.
I struggled to find the therapist I was looking for using the search function.
Booking Process Frustrations
The app's booking process is not intuitive for some users, who prefer to select a date first and then see available treatments. This affects about 8% of users, indicating a need for a more flexible booking system.
I want to select a date first, then see available treatments, but the app doesn't allow this.
App Performance Issues
Several users report app crashes and compatibility issues, particularly on older devices or specific platforms like Apple. Approximately 12% of users are affected, highlighting the need for better app optimization.
The app crashes on my Apple phone and doesn't work well.
Users' choice
Fresha receives mixed feedback. Users appreciate its ease of booking and user-friendly interface, but some report issues with app crashes, booking errors, and misleading advertisements.
Runner up
Booksy is praised for its convenience and ease of use, with users highlighting the app's reliability and helpful reminder features. However, some users experience issues with appointment availability and app functionality.
Straggler
Mindbody receives significant criticism for its buggy and unreliable app, with users frustrated by frequent crashes, poor customer service, and intrusive ads. Despite this, some users find it useful for booking fitness classes and appreciate its variety of options.
Delayed Support
Customer service response times are excessively long, with some users experiencing delays of over three weeks for simple queries. This indicates a significant gap in customer support efficiency and responsiveness.
Search Functionality
The app's search feature lacks the ability to find specific therapists or businesses by name, leading to user frustration and inefficiency in locating desired services. Enhancing search capabilities could improve user satisfaction and ease of use.
Booking Process
The current booking process requires users to select treatments before checking date availability, which is counterintuitive for those prioritizing specific dates. This process design flaw results in a frustrating user experience.
Platform Compatibility
The app faces compatibility issues with older phones and Apple devices, limiting accessibility and functionality for a segment of users. Addressing these technical constraints could broaden the app's usability.
Misleading Promotions
Users report misleading promotions where vouchers cannot be redeemed at advertised locations, causing disappointment and trust issues. Ensuring accurate promotional information is crucial for maintaining customer trust.
Inaccurate Pricing
There is a discrepancy between prices listed in the app and those charged by salons, leading to confusion and dissatisfaction. Ensuring price accuracy is essential for transparency and customer trust.
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
