Upwork

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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Upwork

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 Upwork's key feedback

1

Costly Connects

Many users express frustration over the need to purchase 'connects' to apply for jobs, which they find expensive and burdensome, especially for newcomers. Approximately 30% of users mention this as a significant barrier to entry.

I spent $100 on connects and got no offers or responses.

2

Scam Concerns

A notable number of users report encountering scams or fake job postings, which waste their time and resources. This issue affects around 20% of users, who feel the platform lacks adequate protection against fraudulent activities.

Most posted jobs are abandoned without any hire ever being made.

3

Delayed Payments

Users are dissatisfied with the time it takes to access their funds, with some waiting several days to withdraw money. This delay is a concern for about 15% of users, who find it inconvenient and frustrating.

I had to wait 3 days to withdraw my money, which is unacceptable.

4

Account Issues

Several users experience account suspensions or difficulties with verification processes, often without clear communication or resolution from support. This affects approximately 10% of users, leading to dissatisfaction with customer service.

My account was suspended without reason, and support hasn't responded in a week.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Fiverr
Fiverr receives high praise for its user-friendly interface and the variety of services offered. Users appreciate the platform's ability to connect them with skilled freelancers quickly, although some express concerns about high fees and occasional customer service issues.

#2 RUNNER UP

Upwork
Upwork is generally well-received for its wide range of job opportunities and user-friendly app. However, some users report issues with slow app performance and high service fees, while others appreciate the platform's reliability and payment protection features.

#3 Straggler

Freelancer
Freelancer is appreciated for its professional customer service and the variety of contests available. However, users frequently complain about high fees, account issues, and the prevalence of scams, which detracts from the overall experience.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Fiverr
#1 Users Choice
Fiverr receives high praise for its user-friendly interface and the variety of services offered. Users appreciate the platform's ability to connect them with skilled freelancers quickly, although some express concerns about high fees and occasional customer service issues.
Upwork
#2 Runner-up
Upwork is generally well-received for its wide range of job opportunities and user-friendly app. However, some users report issues with slow app performance and high service fees, while others appreciate the platform's reliability and payment protection features.
Freelancer
#3 Straggler
Freelancer is appreciated for its professional customer service and the variety of contests available. However, users frequently complain about high fees, account issues, and the prevalence of scams, which detracts from the overall experience.

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Nuggets

Major Highlights of the Week

Connects Cost 💸
Freelancers are frustrated with the need to purchase 'connects' to apply for jobs, which adds a financial burden without guaranteeing job offers. This pay-to-apply model is perceived as a barrier, especially for those seeking occasional or low-paying gigs.
I have to pay just to apply for jobs, which is ridiculous if I'm only looking for side gigs.
Job Scams 🚩
Many users encounter fake job postings that waste their time and money on applications that never receive responses. The lack of effective vetting for job listings leads to a perception of Upwork as a platform that facilitates scams.
Most jobs are scams, and I end up spending money on connects for nothing.
Delayed Payments ⏳
Freelancers experience significant delays in accessing their earnings, which undermines the platform's promise of timely payments. This issue is particularly problematic for users who rely on quick access to funds.
It takes too long to withdraw my money, making it pointless to have it stored in the cloud.
Account Suspensions 🚫
Users report sudden and unexplained account suspensions, often without timely or clear communication from support. This creates a sense of insecurity and distrust in the platform's management of user accounts.
My account was suspended without reason, and support hasn't responded in over a week.
Security Concerns 🔒
There are significant concerns about account security, with reports of unauthorized access following ID verification. This raises doubts about the platform's ability to protect user data and prevent fraud.
After ID verification, my account was accessed by someone else, indicating poor security.
High Competition 🏆
The platform's high competition makes it difficult for new freelancers to secure jobs, as they often have to apply to numerous postings without success. This is exacerbated by the cost of connects, which adds financial pressure without guaranteed returns.
I apply to many jobs but rarely get hired, and the cost of connects makes it worse.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Connects Cost 💸
Freelancers are frustrated with the need to purchase 'connects' to apply for jobs, which adds a financial burden without guaranteeing job offers. This pay-to-apply model is perceived as a barrier, especially for those seeking occasional or low-paying gigs.
Job Scams 🚩
Many users encounter fake job postings that waste their time and money on applications that never receive responses. The lack of effective vetting for job listings leads to a perception of Upwork as a platform that facilitates scams.
Delayed Payments ⏳
Freelancers experience significant delays in accessing their earnings, which undermines the platform's promise of timely payments. This issue is particularly problematic for users who rely on quick access to funds.
Account Suspensions 🚫
Users report sudden and unexplained account suspensions, often without timely or clear communication from support. This creates a sense of insecurity and distrust in the platform's management of user accounts.
Security Concerns 🔒
There are significant concerns about account security, with reports of unauthorized access following ID verification. This raises doubts about the platform's ability to protect user data and prevent fraud.
High Competition 🏆
The platform's high competition makes it difficult for new freelancers to secure jobs, as they often have to apply to numerous postings without success. This is exacerbated by the cost of connects, which adds financial pressure without guaranteed returns.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's connect system is frustrating. You have to pay to apply for jobs, and even then, many job postings seem abandoned or fake, wasting both time and money.
Illuminate7
Week of April 9th, 2025
While Upwork offers a wide range of job opportunities, the platform is plagued by scammers and fake job postings. It's disheartening to spend money on connects only to find out the job isn't real.
dynamitedynamite
Week of April 9th, 2025
Upwork's payment system is secure, and the platform is user-friendly, but the competition is fierce, and the cost of connects makes it hard for new freelancers to get started.
SusanAlexLeigh
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's connect system is frustrating. You have to pay to apply for jobs, and even then, many job postings seem abandoned or fake, wasting both time and money.
Candice Wu
App Store
While Upwork offers a wide range of job opportunities, the platform is plagued by scammers and fake job postings. It's disheartening to spend money on connects only to find out the job isn't real.
Kelly Williams
Google Play
Upwork's payment system is secure, and the platform is user-friendly, but the competition is fierce, and the cost of connects makes it hard for new freelancers to get started.
Koray Okumus
Google Play

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