Upwork

User Experience Report

Week of February 20th, 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

Helps you understand what matters most

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All Insights

TOP INSIGHTS

A weekly roundup of Upwork's key feedback

Account Issues

Users face account creation and access issues, including unexplained blocks and verification problems. This leads to frustration and distrust.

Customer Support Issues

Users face account creation and access issues, including unexplained blocks and verification problems. This leads to frustration and distrust.

Connects System

The new connects system is seen as a money grab, requiring users to spend money without guarantee of job success.

App Performance

The platform is perceived as being overrun with scammers, leading to financial losses and a lack of trust.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Fiverr

Fiverr receives a mix of feedback, with many users praising the platform for its ease of use, professional services, and successful project completions. However, there are significant complaints about scams, high service fees, and issues with customer support.

#2 RUNNER UP

Bark.com

Bark.com has generally positive feedback, with users appreciating the variety of services and the excitement it brings to their pets. Some users, however, report issues with app functionality and login problems.

#3 Straggler

Toptal

Toptal is often praised for its high-quality talent and professional services, though some users express concerns about the cost and exclusivity of the platform.

Nuggets

Major Highlights of the Week

Account Blocked

Improve the account verification process to prevent unnecessary blocks and ensure users can build profiles without interruptions.

Customer Support Issues

Enhance customer support by providing direct contact options and resolving issues promptly to improve user satisfaction.

Connects System

Reevaluate the connects system to make it more user-friendly and cost-effective, ensuring freelancers can apply for jobs without excessive costs.

App Performance

Optimize app performance to reduce loading times and battery usage, ensuring a smoother user experience.

Scam Prevention

Implement stronger measures to detect and prevent scams, protecting users from fraudulent activities and enhancing platform trust.

Messaging Issues

Fix messaging issues to ensure real-time communication and improve the chat experience, aligning it with modern messaging standards.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Account Blocked

Improve the account verification process to prevent unnecessary blocks and ensure users can build profiles without interruptions.

Customer Support Issues

Enhance customer support by providing direct contact options and resolving issues promptly to improve user satisfaction.

Connects System

Reevaluate the connects system to make it more user-friendly and cost-effective, ensuring freelancers can apply for jobs without excessive costs.

App Performance

Optimize app performance to reduce loading times and battery usage, ensuring a smoother user experience.

Scam Prevention

Implement stronger measures to detect and prevent scams, protecting users from fraudulent activities and enhancing platform trust.

Messaging Issues

Fix messaging issues to ensure real-time communication and improve the chat experience, aligning it with modern messaging standards.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's connect system is frustrating and costly, requiring users to spend money just to apply for jobs without any guarantee of success. It's a money grab that drains users' pockets.

App Store

The platform is plagued with technical issues, from login problems to slow performance, making it difficult to use effectively. Customer support is virtually nonexistent, adding to user frustration.

Google Play

The app is filled with scammers, and Upwork does little to protect users. I lost a significant amount of money and received no real support from the platform, which seems to prioritize its fees over user safety.

Google Play

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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 and costly, requiring users to spend money just to apply for jobs without any guarantee of success. It's a money grab that drains users' pockets.

Candice Wu

App Store

The platform is plagued with technical issues, from login problems to slow performance, making it difficult to use effectively. Customer support is virtually nonexistent, adding to user frustration.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Upwork

Top Insights This Week

Account Issues

Customer Support Issues

Connects System

App Performance

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

Start your 14-day free trial

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