Customer Reviews (100)

Jane Lee Salova • 2025-03-25T06:08:06.212Z

so good 😊💯

Ramy Leckenby - Kupukaa • 2025-03-25T05:17:29.889Z

the best free app. for ant viures

Barry Newcomer • 2025-03-25T04:58:29.753Z

Now that I have the premium coverage, I am getting sick and tired of all the Weak WI-FI password pop-ups. I don't want to change my password. I want to leave my password as it is and I want avast to quit popping up on my screen telling me I need to change it. I'll get rid of avast before I change my Wi-Fi password. I even Clicked mark as resolved and ignore Vulnerability and the SOB still pops up.

Summary of Key Insights

Avast Antivirus & Security enjoys a generally positive reception, with users appreciating its effectiveness, ease of use, and the generous feature set offered in the free version. However, some users express frustration with aggressive advertising (even with premium versions), difficulties in canceling subscriptions and obtaining refunds, and occasional issues with specific features like the VPN and App Lock. The app's core functionality of virus protection is well-regarded, but customer service and subscription management need improvement.

Overall Sentiment: Positive, but with significant complaints regarding advertising, customer support, and subscription issues.

Quantitative Metrics:

  • Overall Rating (estimated from distribution): Approximately 4.5 stars.
  • 5-star: 77%
  • 4-star: 8%
  • 3-star: 3%
  • 2-star: 3%
  • 1-star: 9%

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly specified, assumed to be recent based on the version number (25.5.0)
  • Analysis Methods: Manual sentiment analysis, keyword extraction, and frequency analysis of mentioned features and issues.

Key User Pain Points

  • Aggressive Advertising/Pop-ups: Many users, even those with premium subscriptions, complain about intrusive ads and pop-ups, especially regarding Wi-Fi security.
  • Difficult Subscription Cancellation/Refunds: Several users reported a frustrating and convoluted process for canceling subscriptions and obtaining refunds, often involving looping links and unresponsive customer support.
  • VPN Issues: Some users experience the VPN shutting off unexpectedly, rendering it unreliable.
  • App Lock Problems: Some users report App Lock frequently disabling itself, reducing its effectiveness.
  • Misleading "Free" Advertisement: Some users feel that the app is deceptively advertised as free, as they encounter payment requests and limitations.
  • Customer Support: Several users reported negative experiences with customer support, citing long wait times and difficulty resolving issues.
  • False Positives/Obvious Issues Reported: One user criticized the app for reporting obvious issues and suggesting unnecessary actions.

Frequently Requested Features

  • Simplified Subscription Management: Users desire an easier and more transparent process for managing and canceling subscriptions.
  • Improved Customer Support: Users want faster and more responsive customer support channels.
  • More Control Over Notifications: Users want more granular control over the types and frequency of notifications.
  • Bundled Features: One user suggested including the cleaner and VPN with the main app subscription.
  • Combined Subscription Options: One user wanted to combine their phone and laptop subscriptions into a single plan.

Strengths and Positive Aspects

  • Effective Virus Protection: Users consistently praise the app's ability to detect and prevent malware infections.
  • Ease of Use: Many users find the app simple and intuitive to use, even those with limited technical expertise.
  • Generous Free Features: The free version offers a comprehensive set of features that users appreciate.
  • Regular Updates: Users are satisfied with the virus database updates and overall maintenance of the app.
  • Photo Vault: Users find the photo vault feature valuable for securing their private images.
  • Web Shield: The web shield is appreciated for blocking malicious links and websites.

Prioritized Action Recommendations

  • High Priority:
    • Address Subscription Cancellation/Refund Issues: Simplify the cancellation process and improve customer support responsiveness. Implement a clear and straightforward refund policy.
    • Reduce Intrusive Advertising: Re-evaluate the frequency and intrusiveness of ads, especially for paying customers. Provide an option to completely remove ads for premium users.
    • Improve VPN Reliability: Investigate and fix the VPN shut-off issue.
  • Medium Priority:
    • Fix App Lock Instability: Address the issue of App Lock frequently disabling itself.
    • Clarify "Free" Offering: Clearly communicate the limitations of the free version and the benefits of the premium version.
    • Enhance Notification Controls: Allow users to customize the types and frequency of notifications they receive.
  • Low Priority:
    • Address False Positives/Obvious Issue Reporting: Refine the app's analysis to avoid reporting trivial or self-evident issues.
    • Explore Feature Bundling: Consider offering bundled subscriptions that include multiple features (e.g., cleaner, VPN).

Opportunities for Startup Ideas

  • Simplified Mobile Security Subscription Manager: A third-party app that helps users manage and cancel subscriptions for various mobile security apps, including Avast, providing a centralized and transparent process.
  • AI-Powered Customer Support Assistant: An AI-powered chatbot that can quickly resolve common customer support issues related to mobile security apps, such as subscription management and troubleshooting.

Trends and Observations

  • Language Preference: Predominantly English, with a few reviews in other languages (e.g., Hindi).
  • Sentiment Shift: There is a clear correlation between negative sentiment and issues related to advertising, subscriptions, and customer support.
  • Long-Term Users: Many users have been using Avast for several years, indicating strong brand loyalty when the app performs as expected.

Conclusion

Avast Antivirus & Security is a well-regarded app with a strong reputation for virus protection and ease of use. However, negative experiences related to aggressive advertising, difficult subscription management, and unreliable customer support are detracting from the overall user experience. Addressing these issues should be a top priority to maintain customer satisfaction and prevent churn. By focusing on improving these key areas, Avast can solidify its position as a leading mobile security provider.

Overall Recommendation: Address the identified pain points related to advertising, subscriptions, and customer support to improve user satisfaction and maintain a positive brand reputation.

Original App Link

https://play.google.com/store/apps/details?id=com.avast.android.mobilesecurity