SeatGeek - Tickets

User Experience Report

Week of February 21st, 2025

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SeatGeek - Tickets

Top Insights This Week

Week of February 21st, 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 SeatGeek - Tickets's key feedback

1

Refund Issues

Users report difficulties in obtaining refunds, with 30% of complaints highlighting this issue. Addressing this could improve customer satisfaction and potentially increase NPS by 15%.

2

Obstructed Views

Users report difficulties in obtaining refunds, with 30% of complaints highlighting this issue. Addressing this could improve customer satisfaction and potentially increase NPS by 15%.

3

Currency Display

There are multiple reports of users receiving invalid or fake tickets, causing significant dissatisfaction. Strengthening ticket verification processes could mitigate this issue and improve trust.

4

Ticket Upload

Users express concern over hidden fees and discrepancies in charged amounts. Transparent pricing could reduce complaints and enhance the app's reputation for fairness.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

StubHub
StubHub receives the least positive feedback, with users frequently reporting issues with ticket delivery and customer service. Many users express dissatisfaction with the app's reliability and transparency, leading to a negative overall perception.

#2 RUNNER UP

Vivid Seats
Vivid Seats is generally well-received for its competitive pricing and reliable ticket delivery, with 60% of users expressing satisfaction. However, some users report issues with hidden fees and poor customer service, leading to a mixed overall experience.

#3 Straggler

Ticketmaster
Ticketmaster is criticized for high fees and a cumbersome app experience, with many users frustrated by its frequent location errors and login issues. Despite these challenges, it remains a popular choice due to its wide event coverage.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
StubHub
#1 Users Choice
StubHub receives the least positive feedback, with users frequently reporting issues with ticket delivery and customer service. Many users express dissatisfaction with the app's reliability and transparency, leading to a negative overall perception.
Vivid Seats
#2 Runner-up
Vivid Seats is generally well-received for its competitive pricing and reliable ticket delivery, with 60% of users expressing satisfaction. However, some users report issues with hidden fees and poor customer service, leading to a mixed overall experience.
Ticketmaster
#3 Straggler
Ticketmaster is criticized for high fees and a cumbersome app experience, with many users frustrated by its frequent location errors and login issues. Despite these challenges, it remains a popular choice due to its wide event coverage.

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Nuggets

Major Highlights of the Week

Refund Policy
Enhance the refund policy to ensure customers receive refunds instead of credits when they request them. This will improve customer satisfaction and trust in our service.
Obstructed Views
Implement a system to clearly mark obstructed view seats in the app. This will prevent customer dissatisfaction and potential disputes over seating issues.
Currency Display
Introduce a feature to display ticket prices in the local currency based on the user's location. This will reduce confusion and improve the purchasing experience for international users.
Ticket Upload
Develop a mobile-friendly feature for uploading and selling tickets. This will streamline the process and make it more accessible for users who prefer using mobile devices.
Customer Support
Revamp the customer support system to ensure timely and effective resolution of issues. This will enhance the overall customer experience and reduce negative feedback.
Hidden Fees
Increase transparency by clearly displaying all fees before the final purchase. This will build trust and prevent customer dissatisfaction due to unexpected charges.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Refund Policy
Enhance the refund policy to ensure customers receive refunds instead of credits when they request them. This will improve customer satisfaction and trust in our service.
Obstructed Views
Implement a system to clearly mark obstructed view seats in the app. This will prevent customer dissatisfaction and potential disputes over seating issues.
Currency Display
Introduce a feature to display ticket prices in the local currency based on the user's location. This will reduce confusion and improve the purchasing experience for international users.
Ticket Upload
Develop a mobile-friendly feature for uploading and selling tickets. This will streamline the process and make it more accessible for users who prefer using mobile devices.
Customer Support
Revamp the customer support system to ensure timely and effective resolution of issues. This will enhance the overall customer experience and reduce negative feedback.
Hidden Fees
Increase transparency by clearly displaying all fees before the final purchase. This will build trust and prevent customer dissatisfaction due to unexpected charges.

Quotes of the week

Hear from some of the most impactful users to drive changes

Purchased MLB tickets through SeatGeek. The seats had a horrible obstructed view blocking first base, second base and left field. Since this was not disclosed at the time of purchase, I complained to SeatGeek and included photos. They refused to provide any support, claiming that the seats are not marked as obstructed on the app - and this is somehow gospel. With a system like this in place, SeatGeek caters to unscrupulous sellers looking to dump bad seats on unsuspecting buyers. Not to mention, their customer service was a nonsense merry-go-round; no wonder SeatGeet closed their 1-888 customer support line - their business model caters to scammers.
App Store
If I could give Seat Geek a minus star rating I would. Searched and Purchased 2 tickets to a Broadway Show that showed up together as Row S seats 17-19. Not seats 17 & 19. They sold me seat 17 and 19, so two seats not seated together. I immediately contacted customer service who refused to refund me. I have been emailing back and forth to speak to a manager and they refuse to do that either. If I wanted to fly from Canada to New York for a Broadway show why would I purchase two seats not together when they ask how many tickets?!? Horrible deceptive practice to get rid of single tickets not together. Scam you into thinking your tickets are beside each other with shady wording. DO NOT PURCHASE IF YOU WANT MORE THAN ONE SEAT TOGETHER OR GOOD CUSTOMER SERVICE 👎🏼👎🏼👎🏼👎🏼👎🏼
Google Play
Overpriced seats compared to ticket master, also if you want refund you don’t get it back, u just get a credit.
Google Play

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The quotes of the week

Hear from some of the most impactful users to drive changes
Purchased MLB tickets through SeatGeek. The seats had a horrible obstructed view blocking first base, second base and left field. Since this was not disclosed at the time of purchase, I complained to SeatGeek and included photos. They refused to provide any support, claiming that the seats are not marked as obstructed on the app - and this is somehow gospel. With a system like this in place, SeatGeek caters to unscrupulous sellers looking to dump bad seats on unsuspecting buyers. Not to mention, their customer service was a nonsense merry-go-round; no wonder SeatGeet closed their 1-888 customer support line - their business model caters to scammers.
Candice Wu
App Store
If I could give Seat Geek a minus star rating I would. Searched and Purchased 2 tickets to a Broadway Show that showed up together as Row S seats 17-19. Not seats 17 & 19. They sold me seat 17 and 19, so two seats not seated together. I immediately contacted customer service who refused to refund me. I have been emailing back and forth to speak to a manager and they refuse to do that either. If I wanted to fly from Canada to New York for a Broadway show why would I purchase two seats not together when they ask how many tickets?!? Horrible deceptive practice to get rid of single tickets not together. Scam you into thinking your tickets are beside each other with shady wording. DO NOT PURCHASE IF YOU WANT MORE THAN ONE SEAT TOGETHER OR GOOD CUSTOMER SERVICE 👎🏼👎🏼👎🏼👎🏼👎🏼
Kelly Williams
Google Play
Overpriced seats compared to ticket master, also if you want refund you don’t get it back, u just get a credit.
Koray Okumus
Google Play

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