Customer Reviews (500)

chrissyleialoha • 2025-03-27T10:13:36-07:00

I live in Cleveland, Ohio and there are way too many people on the app and not enough shifts accept me to start working. It’s inconsistent and unreliable if you’re looking to make some extra money. Whether it’s a part time gig or not, the businesses are most likely going to offer 1 or 2 shifts per month, if it’s available. Even if you’re highly qualified and a dedicated worker, the easiest jobs will not keep you on the app for very long. Driving for Uber is more consistent and reliable than InstaWork. I never write a bad review, but this is unfortunately impacting my ability to work.

K Emanuel • 2025-03-27T09:44:35-07:00

Awesome platform for experienced professionals looking for expanding their business knowledge.

Yooo ✌️ • 2025-03-27T04:49:44-07:00

I love how easy it is to book shifts or swap shifts with someone. You make great money and everything is really straightforward.

Summary of Key Insights

Instawork is generally viewed as a valuable platform for finding flexible, shift-based work. Users appreciate its ease of use and the ability to set their own schedules. However, significant pain points exist, particularly around customer support responsiveness, job availability in certain locations, and issues with the app's functionality (glitches, login problems). There are also concerns about the fairness of the rating system and the potential for companies to avoid paying workers. While many users report positive experiences and appreciate the app's convenience, a substantial number express frustration with its shortcomings.

Key Strengths:

  • Ease of use and intuitive interface.
  • Flexibility in scheduling and choosing shifts.
  • Potential for quick income and diverse work experiences.
  • Opportunity for networking and building a resume.

Key Weaknesses:

  • Poor customer support and slow response times.
  • Limited job availability in some locations.
  • App glitches and technical issues.
  • Concerns about pay, cancellations, and unfair ratings.
  • Inconsistent application review process.

Overall Sentiment: Mixed. While many users are satisfied, a significant portion express frustration and disappointment.

Quantitative Metrics:

  • Overall Rating: Not explicitly stated, but inferable from score distribution.
  • Score Distribution: 5-star (68.6%), 4-star (7.2%), 3-star (3.2%), 2-star (2.4%), 1-star (18.6%)
    • This indicates a bimodal distribution, with a large proportion of very positive and very negative reviews.

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number (2.224.1) and review content.
  • Analysis Methods:
    • Manual review and thematic analysis of app store reviews.
    • Keyword extraction to identify recurring themes and sentiment.
    • Quantitative analysis of star rating distribution.

Key User Pain Points

  • Poor Customer Support: Many users complain about the lack of responsive and helpful customer support. AI chatbots are often unhelpful, and reaching a live person is difficult or impossible. This leads to frustration when users encounter technical issues, payment problems, or unfair ratings.
  • Limited Job Availability: Several users report a lack of available shifts in their area, particularly in smaller cities or specific regions. This makes the app less useful for those who cannot travel long distances.
  • App Glitches and Technical Issues: Users mention various technical problems, including login issues, difficulties adjusting account settings, inaccurate location services, and problems with clocking in/out.
  • Pay Issues and Cancellations: Some users report problems with incorrect pay, delays in payment, and unfair cancellations by businesses. There are concerns that companies may cancel shifts at the last minute to avoid paying workers.
  • Unfair Rating System: Users express concerns that the rating system is subjective and can be easily manipulated. A single negative review can significantly impact their ability to get future shifts.
  • Difficult Verification Process: The verification process, especially regarding work history, is seen as cumbersome and inflexible. Some users are unable to verify their employment due to various reasons (e.g., former managers no longer employed, self-employment issues).
  • Inconsistent Application Review Process: Many users report long delays in application review, with some waiting months to be approved.

Frequently Requested Features

  • Improved Customer Support: Users want more responsive and helpful customer support, including phone support and live chat with human agents.
  • Zip Code Search: Users want the ability to search for jobs by zip code to find opportunities closer to their location.
  • Map View: A map view of available jobs would help users quickly identify opportunities within a reasonable commute.
  • Desktop Version: A desktop version of the app would make it easier to manage account settings and apply for jobs.
  • More Transparent Rating System: Users want a clearer understanding of how the rating system works and how to dispute unfair ratings.
  • Improved Communication: Better communication regarding shift details, cancellations, and payment information.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to navigate and use, with a straightforward interface.
  • Flexibility: Users appreciate the ability to choose their own shifts and set their own schedules.
  • Quick Income: The app provides a convenient way to earn extra money quickly.
  • Diverse Opportunities: Users appreciate the variety of job types available, allowing them to gain experience in different fields.
  • Networking: The app provides opportunities to connect with other professionals and build a network.
  • Resume Building: Instawork helps users build their resumes and gain valuable work experience.
  • Good Pay: Many users report that the pay is competitive and fair.

Prioritized Action Recommendations

High Priority:

  • Improve Customer Support: Invest in providing more responsive and helpful customer support, including phone support, live chat, and faster response times to email inquiries.
  • Address App Glitches and Technical Issues: Prioritize fixing known bugs and technical issues, particularly those related to login, location services, and clocking in/out.
  • Improve Job Availability: Focus on expanding job availability in underserved locations by actively recruiting businesses in those areas.
  • Review and Improve Verification Process: Streamline the verification process and make it more flexible to accommodate different employment situations (e.g., self-employment).

Medium Priority:

  • Enhance Rating System Transparency: Provide users with a clearer understanding of how the rating system works and how to dispute unfair ratings.
  • Implement Zip Code Search and Map View: Add these features to make it easier for users to find jobs closer to their location.
  • Improve Communication: Enhance communication regarding shift details, cancellations, and payment information.
  • Develop Desktop Version: Create a desktop version of the app to improve usability for tasks that require more precise input.

Low Priority:

  • Explore Additional Incentives: Consider offering additional incentives to encourage users to work more shifts and maintain high ratings.

Opportunities for Startup Ideas

  • Reputation Management Service for Gig Workers: A service that helps gig workers manage their online reputation and dispute unfair ratings.
  • Gig Work Insurance: An insurance product specifically designed for gig workers to protect them against lost income due to cancellations, injuries, or other unforeseen circumstances.
  • Skills Training Platform for Gig Workers: A platform that provides training and certification programs to help gig workers improve their skills and increase their earning potential.
  • Location-Based Gig Matching: A more granular location-based matching system to connect workers with gigs within a very specific radius.

Trends and Observations

  • Language Preferences: Reviews are primarily in English, with some in Spanish.
  • Shift in Sentiment: Some long-time users report a decline in the quality of the app over time, particularly in terms of customer support and job availability.
  • Geographic Disparities: Job availability varies significantly by location, with users in smaller cities reporting fewer opportunities.
  • Concerns about Fairness: There are recurring concerns about the fairness of the rating system and the potential for companies to exploit workers.

Conclusion

Instawork has the potential to be a leading platform for flexible, shift-based work. However, it needs to address its shortcomings in customer support, job availability, and app functionality. By prioritizing these improvements, Instawork can enhance the user experience, build trust, and solidify its position in the gig economy. Overall, while the app offers a valuable service, potential users should be aware of the potential challenges and consider whether it is a good fit for their specific needs and location.

Original App Link

https://apps.apple.com/us/app/instawork-work-when-you-want/id1123819773?uo=2