Customer Reviews (100)

Leon Mathis • 2025-03-25T05:02:33.789Z

It really helps keep the houses I'm interested in mapped out and in order.

Dianne D Madden • 2025-03-25T04:33:38.980Z

helps in looking for a place to rent. less stress full.

Brenda Roberts • 2025-03-25T01:49:03.532Z

very accurate and easy to change preferences!!

Summary of Key Insights

The Zillow app enjoys a generally positive sentiment, with a significant portion of users finding it helpful for their home search. Its strengths lie in its comprehensive listings, ease of use, and the wealth of information provided. However, several pain points emerge, particularly concerning the accuracy of Zestimates, filter functionality, and customer support responsiveness. The removal of the co-shopper feature has also negatively impacted some users. The app is perceived as a valuable tool but requires improvements to address data accuracy and feature reliability.

Overall Rating: High (61% 5-star reviews)

Score Distribution:

  • 5 stars: 61%
  • 4 stars: 13%
  • 3 stars: 4%
  • 2 stars: 7%
  • 1 star: 15%

Key Strengths:

  • Extensive listings and property information.
  • User-friendly interface and ease of navigation.
  • Helpful search filters (when working correctly).

Key Weaknesses:

  • Inaccurate Zestimates and their perceived manipulation.
  • Filter inaccuracies and inconsistencies (e.g., "in-unit laundry," "no pets," HOA fees, pool).
  • Poor customer support responsiveness.
  • Bugs and Glitches: Notifications from previously saved cities, properties hidden still showing up.
  • Removal of the co-shopper feature.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, but assumed to be recent based on the version number (2025.11.0.89457).
  • Analysis Methods: Sentiment analysis based on star ratings and review content, keyword extraction to identify recurring themes and pain points. Manual review of each review to categorize feedback.

Key User Pain Points

  • Inaccurate Zestimates: Many users complain that Zestimates are inaccurate and easily manipulated by listing price changes. This undermines trust in the app's valuation tool. Impact: Misleading information, frustration, distrust.
  • Filter Inaccuracies: Several users report that filters (e.g., "in-unit laundry," "no pets," HOA fees, pool) do not work correctly, leading to irrelevant listings being displayed. Impact: Wasted time, frustration, reduced efficiency.
  • Poor Customer Support: Users report a lack of responsiveness from customer support, especially regarding Zestimate corrections. Impact: Frustration, feeling ignored, unresolved issues.
  • Co-shopper Feature Removal: The removal of the co-shopper feature has disappointed users who found it useful for collaborative home searching. Impact: Reduced collaboration, inconvenience, negative perception.
  • Notification Issues: Users receive notifications from cities or for properties they previously unsaved or hid. Impact: Annoyance, irrelevant information, cluttered notifications.
  • Section 8 Inaccuracies: Users trying to find Section 8 apartments find that the application fee is a waste because many of the listings do not accept the program. Impact: Money wasted, frustration, distrust of app.
  • App glitches: App bugs lead to hidden properties showing up, old cities continuing to send notifications. Impact: Frustration, app inefficiency.

Frequently Requested Features

  • Improved Filter Accuracy: Users consistently request more accurate and reliable filters, particularly for amenities like "in-unit laundry," pet policies, and HOA fees.
  • Walk Score: Including a walk score at the top of the listing.
  • Radius Search: Ability to choose a radius around a zip code.
  • "Not Interested" Button: A button to exclude properties and prevent them from appearing in future searches.
  • Customizable Notifications: More granular control over notifications, such as only receiving notifications for new listings.
  • Filter by City (Crime Rates): Option to filter out properties based on city due to concerns about crime rates.
  • Filter out properties with lot rent: a way to filter out homes with lot rent.

Strengths and Positive Aspects

  • Extensive Listings: Users appreciate the large number of listings available on Zillow.
  • Easy to Use: Many users find the app easy to navigate and use.
  • Detailed Information: The app provides detailed information about properties, including pricing, age, and features.
  • Helpful for Home Searching: Users find the app helpful in their search for homes to buy or rent.
  • Convenience: The app allows users to browse properties from the comfort of their homes.

Prioritized Action Recommendations

High Priority:

  • Improve Zestimate Accuracy: Investigate and address the issues with Zestimate accuracy. Implement a more robust valuation model and provide a clear explanation of how Zestimates are calculated. Offer a more responsive process for users to dispute inaccurate Zestimates.
  • Fix Filter Inaccuracies: Thoroughly test and fix the filter functionality to ensure accurate results. Make filter options mandatory for property postings to improve data quality.
  • Address Customer Support Responsiveness: Improve customer support response times and provide more helpful assistance to users.
  • Fix Notification Bugs: Fix the bugs that cause previously saved cities to continue sending notifications and properties hidden to continue showing up.

Medium Priority:

  • Reconsider Co-shopper Feature: Evaluate the possibility of reinstating or replacing the co-shopper feature to facilitate collaborative home searching.
  • Enhance Notification Customization: Provide users with more granular control over notification settings.
  • Improve Section 8 Accuracy: Ensure that listings accurately reflect whether or not they accept Section 8 programs.
  • Implement a "Not Interested" Button: Add a button to exclude properties and prevent them from appearing in future searches.

Low Priority:

  • Add Walk Score Integration: Integrate walk score data into property listings.
  • Filter by City (Crime Rates): Consider adding an option to filter out properties based on city due to concerns about crime rates.
  • Filter out properties with lot rent: a way to filter out homes with lot rent.

Opportunities for Startup Ideas

  • Hyperlocal Real Estate Valuation Service: A service that provides more accurate and localized home valuations than Zestimates, potentially leveraging AI and machine learning.
  • Intelligent Filter Technology: A technology that uses AI to understand user preferences and automatically filter out irrelevant listings, even if the filters are not explicitly set.
  • Collaborative Home Search Platform: A platform specifically designed for collaborative home searching, with advanced features for sharing, commenting, and coordinating viewings.
  • Real Estate Concierge Service: A service that provides personalized assistance to home buyers and renters, including property recommendations, scheduling viewings, and negotiating offers.

Trends and Observations

  • Focus on Accuracy: Users are highly sensitive to data accuracy, especially regarding Zestimates and filter results.
  • Desire for Control: Users want more control over their search experience, including customizable notifications and the ability to exclude properties.
  • Collaboration is Important: The removal of the co-shopper feature highlights the importance of collaboration in the home search process.
  • Bugs and Glitches: App bugs and glitches are causing user frustration and dissatisfaction.
  • Section 8 Inaccuracies: The app is not accurately reflecting Section 8 availabilities.

Conclusion

The Zillow app is a valuable tool for home buyers and renters, but improvements are needed to address key pain points, particularly regarding data accuracy, filter functionality, and customer support. By prioritizing these improvements and considering the requested features, Zillow can further enhance its user experience and maintain its position as a leading real estate platform. Focus should be given to accuracy and fixing the bugs that plague the app.

Original App Link

https://play.google.com/store/apps/details?id=com.zillow.android.zillowmap