Insight nr. Ⅰ
The topic “membership” occurred in 8% of the reviews and has an average grade of 3,22 / 5. Sentiment decreases in 2020. Some claimed that it had been difficult to end their membership. In some cases, when calling customer service to do so, they had been rude and made the customer feel bad for wanting to cancel their subscription.
Insight nr. Ⅱ
The topic “free trial” occurred in 2% of the reviews and has an average grade of 2,49 / 5. It’s related to the topic “membership”. As mentioned previously, it seems to be a hassle to cancel the trial membership. Some complained that their card was charged even though they only signed up for a free trial.
Insight nr. Ⅲ
The topic “app functionality” occurred in 3% of the reviews and has an average grade of 4,13 / 5. Sentiment decreases in 2020. The cancellation button, in the app, doesn’t work. It was also mentioned that the app in general, has a bad UX design.
- If you found this analysis interesting, you might also be interested in our analysis of Safeway!
Conclusion and suggestion
We suggest Thrive Market improve how they work with membership cancellations. Canceling a membership shouldn’t have to be that challenging as it is today.
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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 the App Store.
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