Analysis of 9 000 reviews show that Noom may need to gain back their users’ trust

active, adults, aerobics, club, coaching, exercise, exercise equipment, fit, fitness, girls, gym, happy, health, healthy, indoors, leisure, lifestyle, people, reflection, sport, strength, studio, trainer, training, wear, weight, weightlifting, woman, workout, young

Noom wants to help people lose weight and maintain a healthy lifestyle. This app offers personalized meal plans and your own coach. However, it seems that users may also lose their money.

Why do we say this?

The topic “trial” occurred in 10% of the reviews and has an average grade of 1,99 / 5. This indicates that it’s mentioned in a negative way. Some users claimed that it’s difficult to unsubscribe after the trial period. It seems that some were charged directly after the trial ended, even though they had tried to cancel.

This leads us to the next topic “charged” that has an average grade of 1,75 / 5 and occurred in 11% of the reviews. As mentioned before about the previous topic, some complained about getting charged right after their trial ended, without being notified first.

“Subscription” is a topic that occurred in 5% of the reviews and has an average grade of 1,56 / 5. It was mentioned that some users experienced it to be inconvenient to cancel their subscription. They claimed that they had to answer questions and on top of that, ask their coach before being able to end their membership.

It could be that Noom needs to be more transparent regarding their trial period and the charges that come with it. They may also need to clarify how to cancel a subscription, this to avoid getting charged when you’re not interested in renewing your membership.

Overall, it seems as though it could benefit all if it was easier to find information about cancelations and fees. It could also be that they need to look into how to stop charging users, directly after their trial period ends.

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 Google Play Store.

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