myCricket App

User Experience Report

Week of April 1st, 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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All Insights

TOP INSIGHTS

A weekly roundup of myCricket App's key feedback

Login Issues

A significant number of users experience problems with the app repeatedly logging them out or looping back to the login screen, affecting approximately 15% of users. This issue prevents them from accessing their accounts smoothly.

The app keeps looping to log in, making it impossible to access my account.

Payment Problems

Users report issues with making payments through the app, including unexpected charges and app crashes during transactions, impacting around 10% of users. This leads to frustration and additional costs when they have to call customer service.

Every time I try to pay my bill, the app crashes, forcing me to call and incur extra charges.

Hotspot Plan Confusion

Some users are confused by the app's presentation of hotspot data plans, which no longer show the correct options for their devices, affecting about 5% of users. This results in users being unable to manage their data plans effectively.

The app no longer shows the correct hotspot data plans, making it impossible to manage my device.

Customer Support Frustrations

A portion of users express dissatisfaction with customer support, citing long wait times and unhelpful responses, affecting approximately 8% of users. This leads to unresolved issues and a negative perception of the service.

Calling customer support is pointless due to long wait times and unhelpful responses.

Nuggets

Major Highlights of the Week

Payment Issues

Users experience service disruptions despite making payments, leading to frustration and accusations of poor service. This issue is exacerbated by the app's failure to update payment status promptly.

I paid my bill, but my service was cut off because the app didn't register my payment.

The app frequently forces users into a login loop, preventing access to their accounts. This issue persists even after reinstalling the app, causing significant inconvenience.

Hotspot Plan Confusion

The app fails to display compatible hotspot data plans, leading to user confusion and incorrect plan applications. This results in users being unable to manage their hotspot data effectively.

I can't find the correct hotspot data plans in the app, only incompatible phone data plans are shown.

Apple Watch Miscommunication

There is a lack of clarity regarding Apple Watch support, leading to user frustration when they cannot activate their devices as expected. The app and website do not provide adequate information on plan requirements.

I was misled about Apple Watch support and now I'm stuck with a plan that doesn't work for my needs.

App Crashes

Frequent app crashes during critical tasks like bill payments cause users to incur additional charges. This technical instability leads to dissatisfaction and demands for reimbursement.

The app crashes every time I try to pay my bill, forcing me to pay extra fees by phone.

Customer Support Failures

Users report long wait times and unhelpful interactions with customer support, both in-store and via phone. This lack of effective support exacerbates existing app issues.

Calling support is pointless due to long hold times and unhelpful responses.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Payment Issues

Users experience service disruptions despite making payments, leading to frustration and accusations of poor service. This issue is exacerbated by the app's failure to update payment status promptly.

The app frequently forces users into a login loop, preventing access to their accounts. This issue persists even after reinstalling the app, causing significant inconvenience.

Hotspot Plan Confusion

The app fails to display compatible hotspot data plans, leading to user confusion and incorrect plan applications. This results in users being unable to manage their hotspot data effectively.

Apple Watch Miscommunication

App Crashes

Frequent app crashes during critical tasks like bill payments cause users to incur additional charges. This technical instability leads to dissatisfaction and demands for reimbursement.

Customer Support Failures

Users report long wait times and unhelpful interactions with customer support, both in-store and via phone. This lack of effective support exacerbates existing app issues.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app keeps crashing every time I try to pay my bill, forcing me to call customer service and incur extra charges. This has been happening for months, and it's frustrating.

BLACK BOWTIE

Week of April 1st, 2025

I can't log in to the app; it keeps looping back to the login screen. I can log in fine through the website, but only in incognito mode.

txmensch

Week of April 1st, 2025

The app used to be easy to navigate, but now I can't find the hotspot data plans I need. The options available aren't compatible with my device.

BethBPrice

Week of April 1st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app keeps crashing every time I try to pay my bill, forcing me to call customer service and incur extra charges. This has been happening for months, and it's frustrating.

Candice Wu

App Store

I can't log in to the app; it keeps looping back to the login screen. I can log in fine through the website, but only in incognito mode.

Kelly Williams

Google Play

The app used to be easy to navigate, but now I can't find the hotspot data plans I need. The options available aren't compatible with my device.

Koray Okumus

Google Play

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User Experience Report

myCricket App

Top Insights This Week

Login Issues

Payment Problems

Hotspot Plan Confusion

Customer Support Frustrations

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts