Customer Reviews (100)

Kaitlyn Bisschoff • 2025-04-04T06:25:50.656Z

this app is great for socialising but it often lags or takes ages to install updates it will randomly throw me out and won't allow me to re-enter until after a while

Vivaan Mudgal • 2025-04-04T06:25:48.240Z

Nice

Badr Ul Dean • 2025-04-04T06:25:43.898Z

Instagram randomly logged me out and says I need to verify my identity, it then only gives me one option to do so which is by sending verification code via text, the problem is instagram is choosing not to use my up to date mobile number which they have had on record that ive been using to log in with for years, they somehow are using my old number from 10 years ago which isnt even on my account anymore as I recognise the last few digits, thereby preventing me from having access to my own acc

Summary of Key Insights

Instagram enjoys a generally positive sentiment among users, evidenced by the high percentage of 5-star reviews. However, significant pain points exist, particularly regarding account access issues (login problems, disabled accounts), technical glitches (lags, slow messaging), and concerns about data usage. While users appreciate the app's entertainment value and connection to friends, addressing the prevalent technical and account-related problems is crucial for improving user satisfaction.

Quantitative Metrics:

  • Overall Rating: Driven by a high number of 5-star reviews, likely around 4.5/5 (estimation based on the provided percentages).
  • 5-Star Reviews: 65%
  • 4-Star Reviews: 6%
  • 3-Star Reviews: 7%
  • 2-Star Reviews: 1%
  • 1-Star Reviews: 21%

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, but assumed to be recent.
  • Analysis Methods: Manual review and thematic analysis to identify recurring issues, sentiment, and feature requests. Keyword extraction was used to highlight frequently mentioned terms.

Key User Pain Points

  • Account Access Issues: A significant number of 1-star reviews relate to users being locked out of their accounts, often due to verification problems with outdated phone numbers or unexplained account disabling. Impact: High frustration, loss of access to personal content and network.
  • Technical Glitches (Lags & Slow Messaging): Several users report lagging, slow updates, and particularly slow messaging compared to other platforms. Impact: Reduced app usability, negative impact on real-time communication.
  • Unexplained Account Restriction: Some users are reporting that their accounts are restricted without any explanation or reason. Impact: Loss of access to personal content and network, High frustration.
  • Data Usage: A few users mention that the app consumes more data than before. Impact: Concerns about cost and data limits, especially for users with limited data plans.
  • Drafts deletion: One user reported that their drafts were deleted after updating the app. Impact: Frustration and loss of creative work

Frequently Requested Features

  • Improved Account Recovery: Easier and more reliable methods for account recovery, especially when phone numbers are outdated.
  • Zooming in posts: User has requested zooming feature.
  • "Note" Feature Availability: One user reported not getting the "Note" option.

Strengths and Positive Aspects

  • Entertainment Value: Many users describe Instagram as a source of entertainment and a good way to pass time.
  • Social Connection: Users appreciate the app for connecting with friends, family, and other fans.
  • Ease of Use: Many positive reviews simply state "good" or "nice," suggesting that the app is generally considered easy to use.
  • Content Discovery: Users enjoy discovering new content and accounts through the Explore page and Reels.

Prioritized Action Recommendations

  • High Priority:
    • Account Recovery Process Improvement: Revamp the account recovery process to be more user-friendly and accommodate outdated phone numbers. Offer alternative verification methods.
    • Address Technical Glitches: Investigate and resolve the reported lagging and slow messaging issues. Optimize app performance for different devices and network conditions.
    • Account Restriction Clarification: Provide a valid reason for account restriction and make the process of appealing easier.
  • Medium Priority:
    • Data Usage Optimization: Reduce the app's data consumption to alleviate user concerns.
    • Improve customer service: Respond to user's problems.
    • Fix draft deletion bug: Prevent drafts from being deleted after app updates.
  • Low Priority:
    • Zooming in posts: Add zooming feature.
    • "Note" Feature Availability: Make the "Note" feature available to all users.

Opportunities for Startup Ideas

  • Decentralized Instagram Account Recovery: A service that helps users recover their Instagram accounts using alternative methods like trusted contacts or blockchain-based verification, bypassing the official, often problematic, recovery process.
  • Instagram Data Optimization Tool: An app that analyzes and optimizes Instagram usage to minimize data consumption, offering features like offline browsing and data compression.

Trends and Observations

  • Language Preference: A mix of English and other languages (Hindi, etc.) suggests a diverse user base.
  • Positive Sentiment Bias: The high number of 5-star reviews may indicate a general satisfaction with the core functionality of Instagram, but the severity of the negative reviews suggests underlying problems that need attention.
  • Account Security Concerns: Multiple reports of disabled accounts and potential hacking highlight the need for stronger security measures and improved user education on account protection.

Conclusion

Instagram remains a popular platform with a strong user base, but unresolved technical issues and account access problems are causing significant frustration. Addressing these pain points with prioritized action recommendations is crucial for maintaining user satisfaction and preventing churn. Focusing on improving account recovery, optimizing performance, and enhancing security will significantly improve the overall user experience.

Original App Link

https://play.google.com/store/apps/details?id=com.instagram.android&hl=en