Analysis of 3 454 reviews reveals that MyHeritage needs to be more present

MyHeritage is an online genealogy platform founded in 2003. You can create family trees and find out more about your roots by getting your DNA analyzed. The question is if you will find out something new, or if the results will not match your previous knowledge about your heritage.

Why do we say this?

The topic “results” occurred in 12% of the reviews. It has an average grade of 3,02 / 5, which is below average. It was mentioned that some customers experienced the results from their DNA analysis to be too generic. Some customers claimed that the results were inconsistent and didn’t match what they know about their own family and heritage.

The topic “refund” has an average grade of 3,05 / 5 and occurred in 7% of the reviews. Even though some customers had tried to cancel their orders, their credit cards were still charged. It seems that they had to contact customer service several times to inform them that their attempt to cancel their orders were not successful.

MyHeritage may need to change the way they are analyzing the DNA results. They could look into what their competitors are focusing on, do they offer more specific details about people’s heritage, like for example minority groups? They could also try to improve the way their refund system is working. If customer service says that a refund is processing, it would be good if this is also shown in their system.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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