Analysis of Disney+ reviews shows that customers are charged during the trial period

Caption of Cinderella’s castle.
Photo: Sam Howzit

Insight nr. Ⅰ
The topic “subscription” occurred in 5% of the reviews and has an average grade of 2,22 / 5. Some had experienced problems trying to cancel their subscription. Similarly, it seems that some found it difficult to know which content is associated with their subscription. It was also mentioned that some had streaming issues, not making it worthwhile being subscribed.



Insight nr. Ⅱ
The topic “iPad” occurred in 6% of the reviews and has an average grade of 2,30 / 5. It seems that Disney+ does not work on all iPad models. Some claimed that it only works on ios11 or higher. Because of this, some users felt like they had been ripped off.

Insight nr. Ⅲ
The topic “trial” has an average grade of 2,49 / 5 and occurred in 4% of the reviews. Some users had reportedly been asked to pay, during their free trial period.

Caption of the topic “trial” from the dashboard of this analysis.

Conclusion

According to data in our analysis, Disney+ needs to give more accurate information about what people are signing up for. Some misunderstand what’s included in a subscription while others struggle to get the streaming service to work on their device. These problems also relate to the issue of people being charged during their trial period. When is it a trial? What content is accessible? In short, Disney+, sort it out!

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 App Store.

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