ClassPass

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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ClassPass

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 ClassPass's key feedback

1

Customer Service Issues

A significant number of users, approximately 30%, report dissatisfaction with ClassPass's customer service, citing unhelpful AI responses and difficulty reaching human representatives. This has led to unresolved issues and frustration among users.

I was stuck in an endless loop with the chatbot and couldn't get through to a human for my billing issue.

2

App Technical Problems

Around 25% of users experience technical issues with the app, such as freezing, crashing, and difficulty in booking classes. These problems hinder the user experience and make it challenging to utilize the service effectively.

The app constantly freezes, especially when switching between apps, making it unusable at times.

3

Trial and Subscription Confusion

Approximately 20% of users are confused by the trial and subscription process, with many feeling misled by the limitations of the free trial and unexpected charges. This has led to dissatisfaction and a perception of deceptive practices.

I signed up for a free trial but was unable to book most classes without upgrading, which was not clearly communicated.

4

Cancellation and Credit Issues

About 15% of users report issues with the cancellation process and credit policies, including difficulty canceling memberships and losing credits upon cancellation. This has resulted in frustration and a sense of unfairness among users.

I had to click through multiple screens to cancel my membership, and I lost all my credits despite having paid for them.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

ClassPass
ClassPass receives mixed feedback. Users appreciate the variety and flexibility of accessing multiple fitness studios and classes, but many express frustration with the app's technical issues, customer service, and unexpected charges. The concept is praised, but execution and cost are common concerns.

#2 RUNNER UP

Mindbody
Mindbody is generally well-received for its ease of use and convenience in booking fitness classes. However, users report issues with app stability, frequent crashes, and difficulties with account management. Despite these technical challenges, the app is appreciated for its functionality when it works.

#3 Straggler

Glofox
Glofox faces significant criticism for its app performance, with users frequently experiencing crashes and login issues. While some appreciate its potential for managing gym memberships, the app's unreliability and poor user experience overshadow its benefits.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
ClassPass
#1 Users Choice
ClassPass receives mixed feedback. Users appreciate the variety and flexibility of accessing multiple fitness studios and classes, but many express frustration with the app's technical issues, customer service, and unexpected charges. The concept is praised, but execution and cost are common concerns.
Mindbody
#2 Runner-up
Mindbody is generally well-received for its ease of use and convenience in booking fitness classes. However, users report issues with app stability, frequent crashes, and difficulties with account management. Despite these technical challenges, the app is appreciated for its functionality when it works.
Glofox
#3 Straggler
Glofox faces significant criticism for its app performance, with users frequently experiencing crashes and login issues. While some appreciate its potential for managing gym memberships, the app's unreliability and poor user experience overshadow its benefits.

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Nuggets

Major Highlights of the Week

Trial Limitations 🚫
The free trial is misleading as many users find they cannot book most classes without upgrading to a paid membership, rendering the trial credits useless. This creates a negative initial experience and diminishes trust in the service.
I signed up for the free trial but couldn't book any classes without upgrading, making the trial pointless.
Customer Service Frustrations 😡
Users frequently encounter unhelpful customer service, often dealing with AI bots that fail to resolve issues, leading to dissatisfaction and a perception of poor support. This lack of effective human interaction is a significant pain point.
I was stuck with a chatbot that couldn't help, and I never got to speak to a real person to resolve my issue.
Cancellation Hassles 🔄
The cancellation process is cumbersome, requiring multiple confirmations and often resulting in users losing credits they have paid for, which feels manipulative and frustrating. This process can deter users from re-engaging with the service.
App Performance Issues 🐞
The app frequently crashes or fails to load, particularly on Android devices, which disrupts the user experience and hinders the ability to book classes efficiently. This technical instability is a major barrier to user satisfaction.
The app keeps crashing on my Android phone, making it impossible to book classes.
Unclear Pricing and Charges 💸
Users are often surprised by unexpected charges, such as automatic renewals or high cancellation fees, without clear prior notification. This lack of transparency in pricing and billing practices leads to distrust and frustration.
I was charged $89 without any notification after my trial ended, which felt like a trap.
Limited Class Availability 📅
Many users find that classes are often fully booked or unavailable, especially during the trial period, which limits their ability to utilize the service effectively. This scarcity of options can lead to dissatisfaction and perceived lack of value.
I couldn't book any classes during my trial because they were all unavailable, making the trial useless.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Trial Limitations 🚫
The free trial is misleading as many users find they cannot book most classes without upgrading to a paid membership, rendering the trial credits useless. This creates a negative initial experience and diminishes trust in the service.
Customer Service Frustrations 😡
Users frequently encounter unhelpful customer service, often dealing with AI bots that fail to resolve issues, leading to dissatisfaction and a perception of poor support. This lack of effective human interaction is a significant pain point.
Cancellation Hassles 🔄
The cancellation process is cumbersome, requiring multiple confirmations and often resulting in users losing credits they have paid for, which feels manipulative and frustrating. This process can deter users from re-engaging with the service.
App Performance Issues 🐞
The app frequently crashes or fails to load, particularly on Android devices, which disrupts the user experience and hinders the ability to book classes efficiently. This technical instability is a major barrier to user satisfaction.
Unclear Pricing and Charges 💸
Users are often surprised by unexpected charges, such as automatic renewals or high cancellation fees, without clear prior notification. This lack of transparency in pricing and billing practices leads to distrust and frustration.
Limited Class Availability 📅
Many users find that classes are often fully booked or unavailable, especially during the trial period, which limits their ability to utilize the service effectively. This scarcity of options can lead to dissatisfaction and perceived lack of value.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great for trying different fitness classes, but the customer service is terrible. I had an issue with my account and it took forever to get a response, and when I did, it was just a generic answer that didn't help at all.
Jocelyn T
Week of April 9th, 2025
I love the variety of classes available, but the app is so buggy. It often crashes or freezes, making it difficult to book classes. It's frustrating because the concept is great, but the execution is lacking.
Mia_nastasi
Week of April 9th, 2025
ClassPass is a great way to try different gyms and studios, but the cancellation policy is too strict. Charging a high fee for canceling a class even 12 hours in advance is unreasonable, especially when plans can change unexpectedly.
julian jam
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
The app is great for trying different fitness classes, but the customer service is terrible. I had an issue with my account and it took forever to get a response, and when I did, it was just a generic answer that didn't help at all.
Candice Wu
App Store
I love the variety of classes available, but the app is so buggy. It often crashes or freezes, making it difficult to book classes. It's frustrating because the concept is great, but the execution is lacking.
Kelly Williams
Google Play
ClassPass is a great way to try different gyms and studios, but the cancellation policy is too strict. Charging a high fee for canceling a class even 12 hours in advance is unreasonable, especially when plans can change unexpectedly.
Koray Okumus
Google Play

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