MasterClass

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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MasterClass

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.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of MasterClass's key feedback

1

Casting Issues

Many users experience significant problems when trying to cast MasterClass content to their TVs using Chromecast, with frequent freezing and buffering. This issue affects approximately 20% of users, making it difficult to enjoy the content on larger screens.

Casting to Chromecast freezes after a few minutes, making it unusable.

2

Subscription Renewal Problems

A considerable number of users are frustrated with the auto-renewal policy, which often results in unexpected charges. This issue affects around 15% of users, who find it difficult to cancel subscriptions or receive refunds.

Auto-renewal charged me without notice, and I couldn't get a refund.

3

App Usability Challenges

Users report that the app is not user-friendly, with issues like losing progress, difficulty navigating, and poor interface design. Approximately 10% of users find these challenges hinder their overall experience.

The app doesn't remember where I left off, making it hard to continue classes.

4

Customer Support Ineffectiveness

Many users express dissatisfaction with the customer support, citing unhelpful responses and unresolved issues. This affects about 8% of users, who feel their concerns are not adequately addressed.

Customer service was unhelpful and couldn't resolve my subscription issue.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

MasterClass
MasterClass receives high praise for its diverse range of topics and high-quality content delivered by renowned experts. Users appreciate the platform's ability to inspire and educate, though some express concerns about app functionality and subscription management.

#2 RUNNER UP

Skillshare
Skillshare is well-regarded for its wide variety of courses and user-friendly interface, making it a popular choice for creative and professional skill development. However, some users express dissatisfaction with subscription practices and the quality of certain courses.

#3 Straggler

Udemy
Udemy is praised for its extensive course offerings and affordability, providing lifetime access to purchased courses. Users appreciate the platform's flexibility, though some report technical issues with the app and inconsistencies in course quality.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
MasterClass
#1 Users Choice
MasterClass receives high praise for its diverse range of topics and high-quality content delivered by renowned experts. Users appreciate the platform's ability to inspire and educate, though some express concerns about app functionality and subscription management.
Skillshare
#2 Runner-up
Skillshare is well-regarded for its wide variety of courses and user-friendly interface, making it a popular choice for creative and professional skill development. However, some users express dissatisfaction with subscription practices and the quality of certain courses.
Udemy
#3 Straggler
Udemy is praised for its extensive course offerings and affordability, providing lifetime access to purchased courses. Users appreciate the platform's flexibility, though some report technical issues with the app and inconsistencies in course quality.

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Nuggets

Major Highlights of the Week

Chromecast Issues 📺
Users experience persistent problems with Chromecast streaming, including frequent freezing and buffering, which severely disrupts content consumption. This issue has been ongoing for years without resolution, affecting the overall user experience negatively.
Casting to Chromecast freezes after a few minutes, making it unusable.
Auto-Renewal Frustration 🔄
The auto-renewal policy is causing dissatisfaction as users are charged without clear reminders, and refunds are difficult to obtain. This practice is perceived as predatory, leading to a loss of trust in the service.
I was auto-renewed without notice and couldn't get a refund.
App Usability Concerns 📱
The app's interface is criticized for being clunky and unintuitive, with issues like losing progress, difficulty in navigation, and poor integration with other devices. These usability problems hinder the learning experience.
Content Depth Criticism 📚
Some users feel the content lacks depth and is more inspirational than educational, with a focus on celebrity anecdotes rather than practical learning. This perception diminishes the perceived value of the subscription.
Classes are more about celebrities talking than actual learning.
Customer Support Challenges 📞
Users report ineffective customer support, with unresolved issues and unhelpful responses, leading to frustration and dissatisfaction. This lack of effective support is a significant pain point for subscribers.
Customer service couldn't resolve my subscription issue after multiple emails.
Cancellation Difficulties 🚫
The process to cancel subscriptions is cumbersome and unclear, causing frustration among users who feel trapped in their subscriptions. This complexity in cancellation procedures is a major source of user dissatisfaction.
It's almost impossible to cancel the subscription, very frustrating.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Chromecast Issues 📺
Users experience persistent problems with Chromecast streaming, including frequent freezing and buffering, which severely disrupts content consumption. This issue has been ongoing for years without resolution, affecting the overall user experience negatively.
Auto-Renewal Frustration 🔄
The auto-renewal policy is causing dissatisfaction as users are charged without clear reminders, and refunds are difficult to obtain. This practice is perceived as predatory, leading to a loss of trust in the service.
App Usability Concerns 📱
The app's interface is criticized for being clunky and unintuitive, with issues like losing progress, difficulty in navigation, and poor integration with other devices. These usability problems hinder the learning experience.
Content Depth Criticism 📚
Some users feel the content lacks depth and is more inspirational than educational, with a focus on celebrity anecdotes rather than practical learning. This perception diminishes the perceived value of the subscription.
Customer Support Challenges 📞
Users report ineffective customer support, with unresolved issues and unhelpful responses, leading to frustration and dissatisfaction. This lack of effective support is a significant pain point for subscribers.
Cancellation Difficulties 🚫
The process to cancel subscriptions is cumbersome and unclear, causing frustration among users who feel trapped in their subscriptions. This complexity in cancellation procedures is a major source of user dissatisfaction.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is clunky and has left a lot to be desired in functionality and flow. It isn’t mobile friendly. It seems there is more energy placed on advertising other classes offered rather than offering easy to use functions for current classes taken.
macfam1993
Week of April 9th, 2025
Masterclass could use a masterclass on app and interface design. There are many successful music and movie streaming service apps that can be studied and learned from. Focus on simple back buttons, simple playlists, an intuitive homepage and main menu, watchlists, how to keep the user’s listening progress and/or easily return to a previous chapter.
jabarhead
Week of April 9th, 2025
I subscribed using Apple ID, and my credit card was charged, but the app does not recognize my subscription. Despite exchanging over 10 emails with customer service, they have been unable to resolve the issue, which has persisted for more than 10 days. Extremely frustrating experience, and the lack of effective support is unacceptable.
Near2them
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 clunky and has left a lot to be desired in functionality and flow. It isn’t mobile friendly. It seems there is more energy placed on advertising other classes offered rather than offering easy to use functions for current classes taken.
Candice Wu
App Store
Masterclass could use a masterclass on app and interface design. There are many successful music and movie streaming service apps that can be studied and learned from. Focus on simple back buttons, simple playlists, an intuitive homepage and main menu, watchlists, how to keep the user’s listening progress and/or easily return to a previous chapter.
Kelly Williams
Google Play
I subscribed using Apple ID, and my credit card was charged, but the app does not recognize my subscription. Despite exchanging over 10 emails with customer service, they have been unable to resolve the issue, which has persisted for more than 10 days. Extremely frustrating experience, and the lack of effective support is unacceptable.
Koray Okumus
Google Play

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