Analysis of 20 000 TikTok reviews indicates user dissatisfaction with accounts

Photo: Osvaldo Gago

TikTok is an iOS and Android social media video app for creating and sharing short lip-sync comedy and talent videos. The app was launched in 2017 by Chinese developer ByteDance, for markets outside of China. When we analyzed the app reviews, we noticed that users were having problems primarily related to either their account or the updates.

What do we base our findings on?

The topic “account” is mentioned in 8% of the reviews and has a grade of 2,79 / 5. Words commonly mentioned with this topic are “videos”, “log”, “deleted”, “delete” and “banned”. The net sentiment around this topic has been declining in the past few months.
The topic “update” occurs in 5% of the texts. The topic is commonly mentioned with the topic “fix” and the word “problem”. It has had a decreasing sentiment in the past couple of months and its average grade is 2,77 / 5.

When studying both topics “updated” and “account” we see that the overall positivity dropped significantly in august 2019. This indicates that the negative drivers for both topics were most talked about during August. 

In this analysis of 20 000 reviews, a lot of people mentioned “account” as an issue. It seems that there are recurring problems of people’s videos and logs being deleted or their account being banned.

Regarding the “update”, users seem to want certain things to be fixed as soon as possible. The most correlated topic is “videos”, hinting that there might be some issue with the videos that the users want to be fixed.

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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