Angi – Home Services

User Experience Report

Week of February 24th, 2025

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Angi – Home Services

Top Insights This Week

Week of February 24th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of Angi – Home Services's key feedback

1

Customer Service Issues

A significant number of users report frustration with offshore customer service, citing scripted responses and lack of effective problem resolution. Addressing this could potentially improve customer satisfaction by 30%.

2

Contractor Vetting

A significant number of users report frustration with offshore customer service, citing scripted responses and lack of effective problem resolution. Addressing this could potentially improve customer satisfaction by 30%.

3

Lead Exclusivity

There are multiple complaints about unprofessional or unqualified contractors, including instances of inappropriate behavior and lack of proper licensing. Strengthening the vetting process could reduce these incidents and improve user confidence.

4

Scheduling System

Several users report being charged for incomplete or unscheduled services, with difficulties in obtaining refunds. Streamlining the billing and refund process could prevent financial disputes and improve user trust.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Thumbtack
Thumbtack receives mixed feedback, with users appreciating its ability to connect them with professionals quickly, but expressing frustration over high lead costs and a lack of transparency in pricing. Many contractors feel the platform is unfair, as they often pay for leads that do not convert into jobs, leading to dissatisfaction with the return on investment.

#2 RUNNER UP

HomeAdvisor
HomeAdvisor, similar to Angi, faces criticism for its lead generation practices and customer service. Users often complain about non-exclusive leads and high costs, which do not always result in job acquisition, leading to dissatisfaction among contractors and homeowners alike.

#3 Straggler

TaskRabbit
TaskRabbit is praised for its convenience and the quality of professionals available, but it faces criticism for its customer service and account management issues. Users report difficulties with account access and dissatisfaction with the platform's handling of disputes, leading to a perception of poor support for taskers.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Thumbtack
#1 Users Choice
Thumbtack receives mixed feedback, with users appreciating its ability to connect them with professionals quickly, but expressing frustration over high lead costs and a lack of transparency in pricing. Many contractors feel the platform is unfair, as they often pay for leads that do not convert into jobs, leading to dissatisfaction with the return on investment.
HomeAdvisor
#2 Runner-up
HomeAdvisor, similar to Angi, faces criticism for its lead generation practices and customer service. Users often complain about non-exclusive leads and high costs, which do not always result in job acquisition, leading to dissatisfaction among contractors and homeowners alike.
TaskRabbit
#3 Straggler
TaskRabbit is praised for its convenience and the quality of professionals available, but it faces criticism for its customer service and account management issues. Users report difficulties with account access and dissatisfaction with the platform's handling of disputes, leading to a perception of poor support for taskers.

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Nuggets

Major Highlights of the Week

Customer Service
Improve the customer service experience by training offshore teams to handle escalations effectively and provide real solutions. Implement a feedback loop to ensure customer issues are resolved promptly and supervisors are accessible when needed. This will enhance customer satisfaction and reduce frustration.
Contractor Vetting
Enhance the vetting process for contractors to ensure they are qualified and professional. Implement a more rigorous background check and review system to prevent incidents of unprofessional behavior. This will build trust with users and improve the overall service quality.
Lead Exclusivity
Revise the lead distribution model to ensure exclusivity for paying subscribers. Implement a system where leads are only sold to one contractor at a time, enhancing the value of the subscription and increasing contractor satisfaction.
Scheduling System
Overhaul the scheduling system to prevent unauthorized rescheduling and ensure transparency. Develop a user-friendly interface that allows customers to easily manage appointments and receive real-time updates. This will reduce customer frustration and improve service reliability.
Fraud Prevention
Implement stricter security measures to prevent identity theft and unauthorized charges. Introduce a verification process for transactions and enhance monitoring to detect fraudulent activities early. This will protect customer data and maintain trust in the platform.
Cancellation Process
Simplify the account cancellation process to make it more accessible and transparent. Provide clear instructions and support for users wishing to cancel their accounts, ensuring a seamless experience. This will improve customer satisfaction and reduce negative feedback.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Customer Service
Improve the customer service experience by training offshore teams to handle escalations effectively and provide real solutions. Implement a feedback loop to ensure customer issues are resolved promptly and supervisors are accessible when needed. This will enhance customer satisfaction and reduce frustration.
Contractor Vetting
Enhance the vetting process for contractors to ensure they are qualified and professional. Implement a more rigorous background check and review system to prevent incidents of unprofessional behavior. This will build trust with users and improve the overall service quality.
Lead Exclusivity
Revise the lead distribution model to ensure exclusivity for paying subscribers. Implement a system where leads are only sold to one contractor at a time, enhancing the value of the subscription and increasing contractor satisfaction.
Scheduling System
Overhaul the scheduling system to prevent unauthorized rescheduling and ensure transparency. Develop a user-friendly interface that allows customers to easily manage appointments and receive real-time updates. This will reduce customer frustration and improve service reliability.
Fraud Prevention
Implement stricter security measures to prevent identity theft and unauthorized charges. Introduce a verification process for transactions and enhance monitoring to detect fraudulent activities early. This will protect customer data and maintain trust in the platform.
Cancellation Process
Simplify the account cancellation process to make it more accessible and transparent. Provide clear instructions and support for users wishing to cancel their accounts, ensuring a seamless experience. This will improve customer satisfaction and reduce negative feedback.

Quotes of the week

Hear from some of the most impactful users to drive changes

I ordered a desk assembly through Angi, but multiple professionals canceled, and customer service was unhelpful and outsourced. After several attempts to resolve the issue, I gave up and canceled the booking. Overall, a terrible experience.
App Store
I booked a service to fix a chandelier, but no one showed up, and I was charged twice. Despite promises of a refund, I received nothing, and the service was rescheduled without my consent. This company is not trustworthy.
Google Play
I tried to get HVAC professionals through Angi, but the 'experts' sent were unlicensed and couldn't even install a basic thermostat. This service is unreliable and not worth the hassle.
Google Play

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The quotes of the week

Hear from some of the most impactful users to drive changes
I ordered a desk assembly through Angi, but multiple professionals canceled, and customer service was unhelpful and outsourced. After several attempts to resolve the issue, I gave up and canceled the booking. Overall, a terrible experience.
Candice Wu
App Store
I booked a service to fix a chandelier, but no one showed up, and I was charged twice. Despite promises of a refund, I received nothing, and the service was rescheduled without my consent. This company is not trustworthy.
Kelly Williams
Google Play
I tried to get HVAC professionals through Angi, but the 'experts' sent were unlicensed and couldn't even install a basic thermostat. This service is unreliable and not worth the hassle.
Koray Okumus
Google Play

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