Customer Reviews (500)

Manny 1983 • 2025-03-28T09:25:23-07:00

Great update

Rochele LoMein • 2025-03-26T12:42:54-07:00

Horrible

Sam159&201 • 2025-03-25T11:23:10-07:00

It’s confusing who is signing me now or intended recipient

Summary of Key Insights

The signNow app has a mixed reputation based on user reviews. While many users praise its ease of use, convenience, and time-saving capabilities, a significant portion express frustration with unexpected charges, deceptive "free trial" practices, difficult cancellation processes, and limitations on free features. There are also complaints about bugs, usability issues (particularly on mobile), and poor customer support. The overall sentiment is moderately positive, but the negative experiences related to billing and functionality significantly impact the app's perceived value.

  • Overall Rating: Approximately 4.1 stars (based on the review distribution)
  • Key Strengths: Ease of use, convenience, time-saving, good for remote signing.
  • Key Weaknesses: Deceptive "free trial" practices, unexpected charges, difficult cancellation, limited free features, usability issues on mobile, poor customer support.
  • Sentiment: Mixed, with a significant number of negative reviews focused on billing and usability.
  • Score Distribution: 5-star (62.4%), 4-star (5.2%), 3-star (2.4%), 2-star (4%), 1-star (26%).

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but likely reflects recent reviews given the version number (15.1) and review dates (January 2025).
  • Analysis Methods:
    • Sentiment Analysis: Manual assessment of the sentiment expressed in each review.
    • Keyword Extraction: Identification of frequently used words and phrases to determine common themes and issues.
    • Categorization: Grouping reviews based on the type of feedback (e.g., billing issues, usability problems, feature requests).

Key User Pain Points

  • Unexpected Charges & Deceptive "Free Trial": Many users report being charged immediately upon signing up for a "free trial" or being charged for a full year instead of a month.
  • Difficult Cancellation Process: Users struggle to cancel subscriptions, with some reporting continued charges even after attempting to cancel.
  • Limited Free Features: Users feel misled by the app's claim of being "free," as essential functions like downloading or sharing signed documents often require a paid subscription.
  • Usability Issues on Mobile: Some users find the app clunky and difficult to use on mobile devices, particularly for editing and signing documents.
  • Poor Customer Support: Several users complain about the lack of responsive or helpful customer support, especially when dealing with billing issues.
  • Bugs and Glitches: Some users experience crashes, syncing problems, and issues with document loading or saving.
  • Confusion about who is signing: At least one user found it confusing who the signer or intended recipient was.
  • Inability to edit after saving: Several users noted they cannot edit after saving.

Frequently Requested Features

  • More Flexible Pricing Options: Users desire monthly or short-term subscription options instead of being locked into annual plans.
  • Improved Mobile Editing Capabilities: Users want a more intuitive and user-friendly mobile editing experience.
  • Offline Functionality Improvements: While offline signing is mentioned as a feature, some users experience syncing issues.
  • More Font Options: Users want a wider selection of fonts for adding text to documents.
  • Bulk Scanning and Deletion: Users dealing with multiple documents want options for bulk scanning and deletion.
  • More Intuitive UI Some users have trouble navigating the app and understanding how to use all its features.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to use for basic signing and filling out forms.
  • Convenience: Users appreciate the ability to sign and send documents from anywhere, saving time and eliminating the need for printing and scanning.
  • Time-Saving: The app streamlines the signing process, making it faster and more efficient.
  • Good for Remote Signing: Users find it valuable for getting documents signed by remote clients or team members.
  • Document Storage: Users like having their signed documents stored within the app.
  • Helpful for businesses on the go Appreciated by users who travel and need to sign documents remotely.

Prioritized Action Recommendations

High Priority:

  • Address Billing Issues: Implement transparent pricing practices, clearly communicate subscription terms, and offer flexible payment options. Resolve existing billing disputes promptly and fairly.
  • Improve Cancellation Process: Make the cancellation process simple and straightforward, and provide clear confirmation of cancellation.
  • Enhance Customer Support: Provide responsive and helpful customer support through multiple channels (e.g., email, chat, phone).
  • Fix Mobile Usability Issues: Redesign the mobile interface to be more intuitive and user-friendly, particularly for editing and signing documents.

Medium Priority:

  • Resolve Bugs and Glitches: Thoroughly test the app to identify and fix bugs, syncing problems, and other technical issues.
  • Expand Free Features: Offer a more generous set of free features to attract new users and demonstrate the app's value.
  • Implement User Tutorials: Create a short tutorial or onboarding process to help users understand the app's features and how to use them effectively.

Low Priority:

  • Add More Font Options: Expand the selection of fonts for adding text to documents.
  • Implement Bulk Scanning and Deletion: Add options for bulk scanning and deletion of documents.

Opportunities for Startup Ideas

  • Transparent Billing & Cancellation Service: A service that audits subscription apps and provides clear disclosures, cancellation assistance, and dispute resolution.
  • Simplified Mobile e-Signature App: An app focused solely on ease of use for mobile document signing, with a clear and upfront pricing model.
  • e-Signature App with Enhanced Customer Support: An app that emphasizes responsive and helpful customer support as a key differentiator.

Trends and Observations

  • Recurring Billing Complaints: The most significant trend is the high number of complaints related to billing issues and deceptive "free trial" practices.
  • Mobile Usability Concerns: A recurring theme is the difficulty of using the app effectively on mobile devices.
  • Frustration with Limited Free Features: Users are often disappointed by the limited functionality available in the free version of the app.
  • Desire for Simplicity: Many users appreciate the app's ease of use for basic tasks but struggle with more advanced features or complex workflows.
  • Shift in Sentiment: Some users who previously rated the app highly have lowered their ratings due to recent updates or changes in pricing.

Conclusion

The signNow app has the potential to be a leading e-signature solution, but it needs to address the significant issues related to billing practices, customer support, and mobile usability. By focusing on transparency, fairness, and user experience, the developer can regain trust and improve the app's overall reputation. The negative reviews concerning billing and deceptive practices outweigh the positive reviews highlighting ease of use. Addressing these issues is crucial for long-term success.

Original App Link

https://apps.apple.com/us/app/signnow-e-signature-app/id489262811?uo=2