Analysis of 10 000 Netflix app reviews shows that users find subtitles frustrating

With the Netflix app, you can stream movies, series and TV shows from your mobile device. We analyzed 10 000 reviews about the Netflix app and found that users are having issues opening the app. Users also seem to find the subtitles frustrating.

Why do we say this?

The topic “subtitles” is a negative driver for the overall grade. Over 20% of all mentions of “subtitles” are discussed together with the topic “turn”. In this case, it’s about turning on and off subtitles. The topic “subtitles” has an average grade of 2,37 / 5 and the overall average grade is 2,66 / 5.
The most significant negative driver for the overall grade is the topic “open”. It has an average grade of 1,66 / 5 which is low compared to the overall average grade of 2,66 / 5. Topics that are discussed in relation to “open” are “unable”, “error” and “update”.

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Some people complain about having to turn off the subtitles every time they start or pause a show. Getting subtitles without asking for it is something that seems to irritate people.

The poor grade for the topic “open”, and the fact that it is related to the topics “unable”, “error” and “update” suggests that people have problems with opening the app. Some say they can’t open the app after an update.

The research team at Gavagai had run this analysis using our text analysis tool. Data in this article are collected from public data that is published on Google Play.

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