Ticketmaster

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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All Insights

TOP INSIGHTS

A weekly roundup of Ticketmaster's key feedback

High Fees

A significant number of users, approximately 30%, express frustration over the high service and processing fees, which often exceed the ticket's face value, making events financially prohibitive.

The fees are almost more than the ticket itself, which feels like a ripoff.

Login Issues

Around 25% of users report persistent login problems, including being frequently signed out and having to re-enter credentials, which disrupts their experience and causes frustration.

I have to log in every time I use the app, even after selecting 'keep me signed in'.

Ticket Access Problems

Approximately 20% of users face issues with accessing their purchased tickets within the app, often having to resort to email or other methods to retrieve them.

Tickets never show up in the app, forcing me to use my email to access them.

Queue and Purchase Glitches

About 15% of users experience glitches during the ticket purchasing process, such as being stuck in queues or having their selections reset, leading to missed opportunities to buy desired tickets.

I waited in the queue only to have the app glitch and lose my chance to buy tickets.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

SeatGeek

SeatGeek is praised for its user-friendly interface and transparent pricing, with many users appreciating the ease of finding and purchasing tickets. However, some users express frustration over high fees and occasional customer service issues.

#2 RUNNER UP

StubHub

StubHub receives mixed feedback, with users appreciating the ease of use and reliability for ticket purchases. However, many users criticize the high fees and occasional technical issues, which can lead to a frustrating experience.

#3 Straggler

Ticketmaster－Buy, Sell Tickets

Ticketmaster faces significant criticism for high fees, technical glitches, and poor customer service, with many users expressing frustration over account issues and the app's monopoly on certain events. Despite this, some users find the app convenient for purchasing tickets.

Nuggets

Major Highlights of the Week

Users face frequent login problems, including being signed out unexpectedly and having to repeatedly enter credentials. This disrupts the user experience and causes frustration, especially when trying to access purchased tickets.

I constantly have password issues with this app and it never remembers me.

High Fees

The app's service and processing fees are perceived as excessively high, often surpassing the ticket's face value. This pricing structure is seen as exploitative and diminishes the perceived value of the service.

Face value of the ticket is $44.75, but fees are $22.99, which is more than half the ticket price.

Queue Glitches

Users experience glitches and inefficiencies in the queue system, leading to missed opportunities to purchase tickets. The system often fails to refresh or places users back at the end of the line, causing significant frustration.

I waited in the queue for over 40 minutes, only to find tickets sold out due to glitches.

Event Access Issues

The app frequently fails to display purchased tickets, forcing users to rely on email or other methods to access them. This undermines the app's core functionality and frustrates users who expect seamless access.

Tickets never show up in the app, and I have to save them to my Apple wallet from my email.

Filter and Interface Problems

The app's interface is criticized for being unintuitive, with filters resetting and card selections changing mid-purchase. This complicates the ticket-buying process and detracts from the user experience.

Filters consistently reset, and card selection gets switched mid-purchase, making the interface frustrating.

Scalping Concerns

There is a perception that the app facilitates scalping by allowing brokers to purchase tickets before regular users. This practice is seen as unfair and contributes to negative sentiment towards the platform.

This company is complicit in scalping and encourages it, making it hard for fans to buy tickets directly.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

High Fees

Queue Glitches

Event Access Issues

Filter and Interface Problems

Scalping Concerns

Quotes of the week

Hear from some of the most impactful users to drive changes

The app constantly logs me out, and I have to re-enter my credentials every time. It's frustrating, especially when I'm trying to access my tickets quickly.

Blooegard Q'Kazoo

Week of April 9th, 2025

The fees are outrageously high, sometimes more than half the ticket price. It's a monopoly that leaves us with no choice but to pay these fees.

JDW_720

Week of April 9th, 2025

The app's discover section has been broken for a year, making it hard to find events. It just hangs on a white screen, which is frustrating when trying to buy tickets.

Mr. AppReviewer

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 constantly logs me out, and I have to re-enter my credentials every time. It's frustrating, especially when I'm trying to access my tickets quickly.

Candice Wu

App Store

The fees are outrageously high, sometimes more than half the ticket price. It's a monopoly that leaves us with no choice but to pay these fees.

Kelly Williams

Google Play

The app's discover section has been broken for a year, making it hard to find events. It just hangs on a white screen, which is frustrating when trying to buy tickets.

Koray Okumus

Google Play

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User Experience Report

Ticketmaster

Top Insights This Week

High Fees

Login Issues

Ticket Access Problems

Queue and Purchase Glitches

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

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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