AskNebula

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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AskNebula

Top Insights This Week

Week of April 9th, 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.
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All Insights

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TOP INSIGHTS

A weekly roundup of AskNebula's key feedback

1

Login Issues

A significant number of users experience login problems, with errors preventing them from accessing the app. Approximately 10% of users report being unable to log in after a period of inactivity, which disrupts their ability to manage pet care effectively.

I haven’t used the app in several months and now I can't log in due to persistent errors.

2

Data Loss

Users are frustrated with the app losing their pet data, including profiles and loyalty points. This issue affects about 5% of users, causing distress as they lose important information and rewards without resolution.

I had over 2000 points and all my pet info disappeared; communication about this issue has been poor.

3

Appointment Scheduling Flaws

The app's appointment scheduling feature is unreliable, with users reporting that it redirects to a web browser or fails to notify them of scheduled appointments. This affects around 8% of users, leading to confusion and missed appointments.

I tried to book an appointment, but the app just opens a browser and doesn't save my pet's info.

4

Pet Profile Deletion

Some users are distressed by the automatic deletion of pet profiles after a pet passes away, which they find insensitive. This affects about 3% of users, who wish to retain access to their pet's information for memorial purposes.

After my cat passed away, his profile was deleted without my consent, which was very upsetting.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

PetDesk
PetDesk receives overwhelmingly positive feedback for its ease of use, convenience, and ability to manage pet appointments and medical records. Users appreciate the app's functionality in scheduling appointments, sending reminders, and managing pet health information, although some users report issues with syncing and occasional technical glitches.

#2 RUNNER UP

Vetster
Vetster has mixed reviews, with users praising the convenience of telehealth services and the ability to get quick consultations. However, many users express frustration over the inability to prescribe medications due to state regulations, leading to dissatisfaction with the service's limitations and additional costs.

#3 Straggler

Pawprint
Pawprint is appreciated for its innovative approach to tracking pet health and providing reminders. Users find the app helpful for managing pet records and appointments, but some report issues with app functionality and data accuracy, which can detract from the overall experience.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
PetDesk
#1 Users Choice
PetDesk receives overwhelmingly positive feedback for its ease of use, convenience, and ability to manage pet appointments and medical records. Users appreciate the app's functionality in scheduling appointments, sending reminders, and managing pet health information, although some users report issues with syncing and occasional technical glitches.
Vetster
#2 Runner-up
Vetster has mixed reviews, with users praising the convenience of telehealth services and the ability to get quick consultations. However, many users express frustration over the inability to prescribe medications due to state regulations, leading to dissatisfaction with the service's limitations and additional costs.
Pawprint
#3 Straggler
Pawprint is appreciated for its innovative approach to tracking pet health and providing reminders. Users find the app helpful for managing pet records and appointments, but some report issues with app functionality and data accuracy, which can detract from the overall experience.

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Nuggets

Major Highlights of the Week

Data Loss Frustration 😡
Users experience significant frustration when their pet profiles and loyalty points disappear due to app errors, leading to a loss of trust in the app's reliability. This issue is exacerbated by poor communication from support, leaving users without resolution for extended periods.
I had over 2000 points and all my pet info disappeared; support said it was a programming error but it's still not fixed.
Memorialization Oversight 🐾
The app's automatic deletion of deceased pet profiles without user consent is causing emotional distress, as users wish to retain access to their pet's memories and records. This lack of a memorialization feature is seen as a significant oversight, especially when compared to competitors.
After my cat passed, his profile was deleted without my consent, making me feel like I lost him all over again.
Appointment Booking Issues 📅
Users face challenges with the appointment booking feature, as it often redirects them to a web browser, requiring re-entry of information and negating the app's convenience. This redundancy undermines the app's core functionality and frustrates users who expect seamless integration.
Booking an appointment in-app just opens a browser, making me re-enter all my pet's info.
Notification Failures 🔔
The app fails to send timely notifications for scheduled appointments, leading to missed appointments and user dissatisfaction. This critical communication breakdown forces users to rely on direct calls to confirm appointments, defeating the app's purpose.
I never get notified when an appointment is scheduled, so I have to call the vet to confirm.
Landscape Mode Limitation 📱
The app's lack of support for landscape mode on tablets hinders usability, particularly when using the messaging feature. This limitation is a significant inconvenience for users who prefer or require landscape orientation for better accessibility.
Not being able to use the app in landscape mode on my tablet is especially annoying for messaging.
Inaccurate Provider Listings 🏥
Users encounter issues with the app displaying inaccurate or incomplete provider listings, which affects their ability to connect with their preferred veterinary services. This discrepancy leads to confusion and diminishes the app's value as a comprehensive pet care tool.
The app only shows vets that are open now, even after clearing filters, making it hard to find my vet.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Data Loss Frustration 😡
Users experience significant frustration when their pet profiles and loyalty points disappear due to app errors, leading to a loss of trust in the app's reliability. This issue is exacerbated by poor communication from support, leaving users without resolution for extended periods.
Memorialization Oversight 🐾
The app's automatic deletion of deceased pet profiles without user consent is causing emotional distress, as users wish to retain access to their pet's memories and records. This lack of a memorialization feature is seen as a significant oversight, especially when compared to competitors.
Appointment Booking Issues 📅
Users face challenges with the appointment booking feature, as it often redirects them to a web browser, requiring re-entry of information and negating the app's convenience. This redundancy undermines the app's core functionality and frustrates users who expect seamless integration.
Notification Failures 🔔
The app fails to send timely notifications for scheduled appointments, leading to missed appointments and user dissatisfaction. This critical communication breakdown forces users to rely on direct calls to confirm appointments, defeating the app's purpose.
Landscape Mode Limitation 📱
The app's lack of support for landscape mode on tablets hinders usability, particularly when using the messaging feature. This limitation is a significant inconvenience for users who prefer or require landscape orientation for better accessibility.
Inaccurate Provider Listings 🏥
Users encounter issues with the app displaying inaccurate or incomplete provider listings, which affects their ability to connect with their preferred veterinary services. This discrepancy leads to confusion and diminishes the app's value as a comprehensive pet care tool.

Quotes of the week

Hear from some of the most impactful users to drive changes

I had over 2000 points. I went to schedule an appointment and my pets and points were gone. I contacted the help desk and was told it was a programming error and the programmers were fixing it. This was back in October 2024. I have called numerous times and they said they are still working on it. I still do not have my points back. I know this is a rewards program but it’s the principal all my pet info has been lost. Communication is horrible.
Katjboo
Week of April 9th, 2025
I do not know why this app exists. Supposedly it is so you can book appointments with your vet, and have it save all your pet information. But in reality you cannot use the app, you have to go to the website (if you try in app it just opens a browser). Then you have to enter all the information about the appointment you want again, except this time none of your pets info is saved so you have to manually enter it. If I have to do that why have it saved on the app. If I have to use the website to book and none of the information from the app transfers why have the app. This app is just a waste of space. Save your self the memory on your phone and just use the website if you have too.
hamer215
Week of April 9th, 2025
My cat was put down. After he died, and no longer was an active pet of mine at my vet clinic that uses this platform, his entire profile was deleted without my knowledge or say-so for my account. It feels like losing him all over again. What a stupid, stupid oversight. I should be able to access his profile, the picture I uploaded for him, and any of his records, whenever I please—regardless of whether or not he is still alive and in need of care. *PETCO*, of all companies, has this function! It is absolutely inexcusable for a veterinary care app to not have the option to memorialize your pet’s profile as well. This has been so distressing I am seriously considering switching vets to a clinic that does not use PetDesk. The development team should be ashamed of themselves.
Infekshunus
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I had over 2000 points. I went to schedule an appointment and my pets and points were gone. I contacted the help desk and was told it was a programming error and the programmers were fixing it. This was back in October 2024. I have called numerous times and they said they are still working on it. I still do not have my points back. I know this is a rewards program but it’s the principal all my pet info has been lost. Communication is horrible.
Candice Wu
App Store
I do not know why this app exists. Supposedly it is so you can book appointments with your vet, and have it save all your pet information. But in reality you cannot use the app, you have to go to the website (if you try in app it just opens a browser). Then you have to enter all the information about the appointment you want again, except this time none of your pets info is saved so you have to manually enter it. If I have to do that why have it saved on the app. If I have to use the website to book and none of the information from the app transfers why have the app. This app is just a waste of space. Save your self the memory on your phone and just use the website if you have too.
Kelly Williams
Google Play
My cat was put down. After he died, and no longer was an active pet of mine at my vet clinic that uses this platform, his entire profile was deleted without my knowledge or say-so for my account. It feels like losing him all over again. What a stupid, stupid oversight. I should be able to access his profile, the picture I uploaded for him, and any of his records, whenever I please—regardless of whether or not he is still alive and in need of care. *PETCO*, of all companies, has this function! It is absolutely inexcusable for a veterinary care app to not have the option to memorialize your pet’s profile as well. This has been so distressing I am seriously considering switching vets to a clinic that does not use PetDesk. The development team should be ashamed of themselves.
Koray Okumus
Google Play

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