Express VPN, fast VPN – but hard to cancel the subscription

Caption of a computer with a picture of a lock on the screen.

Insight nr. Ⅰ
“Speed” has an average grade of 3,40 / 5 and has an occurrence of 17%. While sentiment increases a bit occasionally, there is a clear decreasing trend from 2015 to the present day. Related topics are “internet connection” and “connect”.

Insight nr. Ⅱ
“Easy-to-use” has an average grade of 3,77 / 5 and an occurrence of 11%. Apart from an increase in sentiment in 2019, there has been a consistent decrease since 2017. Related topics are “circumventing firewalls” and “speed”.

Insight nr. Ⅲ
The topic “subscription” has an occurrence of 6% and an average grade of 2,35 / 5. Sentiment has been at about the same level since 2018. Related topics are “year” and “cancel”.

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

Conclusion and suggestion

The fastest way for a customer to decide if they want to keep using a VPN is to test it and see if the VPN reaches their demands. Therefore it is a great thing for ExpressVPN that the app is simple to use, as well as fast. The speed usually tells a lot about a VPN, and as such, the positive rating for “speed” is a great sign. Great work!

However, one thing users are dissatisfied with is “subscription”. From the related topics a conclusion can be drawn. That conclusion tells us that some users experience issues with canceling the subscription. From “year” we can also conclude that subscriptions are usually done in segments of years, encouraging customers to stay with this VPN for longer times.

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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