Customer Reviews (100)

Raybay35 • 2025-07-21T23:14:27-07:00

I use to love instagram until my account got suspended for no reason and ive had it for maybe 10years very sad

eazyse • 2025-07-21T23:00:50-07:00

it banned me 5 times for no reason doesn’t even tell you why and makes no sense how to try to keep your account and i have to make a new one every week your little app is pissing me off ban my acc every single week like no for legit no reason

Justchullinh • 2025-07-21T23:00:39-07:00

All my new accounts keep getting banned and I can’t get my old account back

Summary of Key Insights

  • The overall sentiment towards Instagram is negative, driven primarily by account suspensions, perceived AI errors, and unwanted UI changes. While some users appreciate the platform, the high volume of 1-star reviews indicates significant dissatisfaction.
  • Key Strengths: The app is valued as a platform for creatives, connecting with others, and sharing content.
  • Key Weaknesses: Unjustified account suspensions, poor customer support, disliked UI changes (especially the grid layout), and excessive ads.
  • Overall Rating: Based on the provided score distribution, the average rating is low. (Weighted average: (671 + 92 + 33 + 44 + 17*5)/100 = 2.06. This is a simplified calculation.
  • Score Distribution: 1-star: 67%, 2-star: 9%, 3-star: 3%, 4-star: 4%, 5-star: 17%

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: The reviews appear to be recent, based on dates mentioned in some reviews (e.g., July 2025).
  • Analysis Methods: Primarily qualitative analysis, involving identifying recurring themes, sentiment analysis (positive, negative, neutral), and keyword extraction to categorize user feedback. Quantitative analysis involved calculating the weighted average rating based on the star distribution.

Key User Pain Points

  • Unjustified Account Suspensions/Bans: The most prevalent issue. Users report being banned or suspended for no apparent reason, with accusations of violating community guidelines without evidence. The lack of explanation and difficulty appealing is a major source of frustration. Impact: Loss of content, memories, connections, and business opportunities.
  • Poor Customer Support: Users consistently complain about the lack of human support and the ineffectiveness of the help center. Appeals are often ignored, and there's no way to contact a real person. Impact: Inability to resolve issues, leading to further frustration and account loss.
  • Unwanted UI Changes (Grid Layout): Many users dislike the change from square to rectangular grid layouts on profiles, feeling it ruins the aesthetic and presentation of their content. Impact: Reduced visual appeal of profiles, especially for users who use Instagram as a portfolio.
  • AI Errors: Users believe that the AI is making errors and incorrectly flagging accounts for violations. Impact: Unfair account suspensions and bans.
  • Excessive Ads: Users are annoyed by the increasing number of ads, which disrupt the user experience and make it harder to see content from followed accounts. Impact: Reduced enjoyment of the app, feeling that the app is prioritizing monetization over user experience.
  • Login Issues: Some users are experiencing difficulties logging in, with incorrect password errors even after resetting their passwords. Impact: Inability to access the app.
  • Bugs and Glitches: Audio playing unexpectedly, notes disappearing, and inability to upload images or use the camera are also reported. Impact: Impaired functionality and usability of the app.

Frequently Requested Features

  • Chronological Feed: The desire for the option to view posts in chronological order, rather than being dictated by the algorithm.
  • Schedule Story Posts: The ability to schedule story posts in advance.
  • Voice Messages in Notes: The ability to send voice messages in Instagram Notes.
  • Private Following List: Allow users to make their following list private.
  • Add/Delete Song on Post: The ability to change the song on a post after it's been published.
  • Square Grid Option: Revert to or provide an option for the original square grid layout.

Strengths and Positive Aspects

  • Platform for Creatives: Users appreciate Instagram as a platform to express originality and connect with the world.
  • Easy to Use: Some users find the app user-friendly.
  • Connection with Others: Value in connecting with friends and family.
  • Content Discovery: Some users find the Explore page useful for discovering new content.

Prioritized Action Recommendations

High Priority:

  • Improve Account Suspension System: Implement a more accurate and transparent account suspension system. Provide clear reasons for suspensions and improve the appeal process with human review.
  • Enhance Customer Support: Offer more accessible and responsive customer support channels, including human agents.
  • Address UI Issues: Reconsider the rectangular grid layout change or provide an option to revert to the square grid.

Medium Priority:

  • Reduce Ad Frequency: Decrease the number of ads to improve the user experience.
  • Fix Login Issues: Investigate and resolve the login problems reported by users.
  • Address Bugs and Glitches: Prioritize fixing reported bugs and glitches.

Low Priority:

  • Implement Requested Features: Consider implementing the frequently requested features based on feasibility and user demand.

Opportunities for Startup Ideas

  • Alternative Instagram Client: A third-party app that provides a chronological feed, ad-free experience, and better privacy controls.
  • Improved Customer Support Platform for Social Media: A service that helps social media users navigate the support process and resolve account issues.
  • AI-Powered Content Moderation Tool: A tool that helps social media platforms improve the accuracy and fairness of their content moderation systems.

Trends and Observations

  • Dominant Negative Sentiment: The overwhelming negative sentiment suggests a significant decline in user satisfaction.
  • AI Distrust: A growing distrust of the AI-driven content moderation system.
  • UI Preference: Strong preference for the original square grid layout.
  • Focus on Account Security: There is a clear trend regarding account security and suspensions. This issue is the most prominent and needs immediate addressing.

Conclusion

Instagram faces significant challenges related to account suspensions, customer support, and UI changes. Addressing these issues is crucial to improve user satisfaction and retain users. The company should prioritize improving its account suspension system, enhancing customer support, and considering user feedback on UI changes. By focusing on these areas, Instagram can regain user trust and maintain its position as a leading social media platform.

Original App Link

https://apps.apple.com/us/app/instagram/id389801252?uo=4