Customer Reviews (100)

Shaumil Gujaria • 2025-03-25T06:36:01.300Z

nice course simple very useful

Chris Weaver • 2025-03-25T02:56:51.951Z

great platform

Syed Soban Ali • 2025-03-25T01:44:57.190Z

why videos are lagging and sometimes it stops and stuck to black screen, where is the support and how about asking doubts

Summary of Key Insights

Coursera's Android app receives mixed reviews, with a strong skew towards positive sentiment. While many users praise the platform's ease of use, wide range of courses, and career advancement opportunities, a significant minority reports technical issues, payment/subscription problems, and poor customer support. The app is generally perceived as a valuable tool for learning and skill development, but these negative experiences detract from the overall user experience. The high number of 5-star reviews (62%) suggests a generally satisfied user base, but the 1-star and 2-star reviews (25%) highlight critical issues needing immediate attention.

Key Strengths:

  • Wide range of courses and specializations
  • Potential for career advancement
  • Flexibility and on-demand learning
  • Offline video viewing
  • User-friendly interface (according to some users)

Key Weaknesses:

  • Technical issues (video lagging, login problems, assignment submission errors)
  • Payment and subscription issues (unexpected charges, locked content)
  • Poor customer support (unresponsive, unhelpful)
  • Inconsistent user experience across devices (tablet/Chromebook issues)
  • App usability issues (difficult navigation, missing features)

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, assuming recent based on version number (5.25.2)
  • Analysis Methods: Sentiment analysis (manual assessment based on review text), keyword extraction (identifying frequently used words and phrases related to positive and negative experiences), and thematic analysis (grouping issues and strengths into common categories).

Key User Pain Points

  • Technical Issues: Many users report problems with video playback (lagging, black screens), login difficulties, and assignment submission errors. This prevents users from accessing course content and completing assignments, leading to frustration and potential failure.
  • Payment and Subscription Issues: Users complain about unexpected charges, locked content despite active subscriptions, and misleading information about free courses. This creates distrust and discourages users from investing in the platform.
  • Poor Customer Support: A lack of responsive and helpful customer support is a recurring theme. Users struggle to resolve technical issues, payment problems, and certificate-related inquiries, leading to feelings of abandonment and dissatisfaction. The reliance on bots for support is seen as inadequate.
  • Inconsistent User Experience: The app doesn't function well on tablets or Chromebooks for some users.
  • App Usability: Some users find the app's interface confusing and difficult to navigate, with missing features and unintuitive design.

Frequently Requested Features

  • Improved Customer Support: Users want more accessible and responsive customer support channels, including human agents.
  • Better Tablet/Chromebook Support: Users want the app to function reliably on tablets and Chromebooks.
  • Clearer Payment Information: Users request transparent pricing and subscription terms to avoid unexpected charges.
  • Save/Bookmark Feature: A way to save or bookmark courses for later access.
  • More User-Friendly Interface: Improved navigation and a more intuitive design.
  • Unenroll Option: An easier way to unenroll from courses or specializations.

Strengths and Positive Aspects

  • Wide Range of Courses: Users appreciate the diverse selection of courses and specializations available on the platform.
  • Career Advancement Opportunities: The app is seen as a valuable tool for gaining job-relevant skills and advancing careers.
  • Flexibility and Convenience: Users value the flexibility of on-demand learning and the ability to study on mobile devices.
  • Offline Viewing: The ability to download videos for offline viewing is a popular feature.
  • Valuable Content: Some users find the courses rigorous, challenging and on par with ivy league universities.
  • Financial Aid: Users appreciate the financial aid options available for those who can't afford the courses.

Prioritized Action Recommendations

High Priority:

  • Fix Technical Issues: Address the reported problems with video playback, login, and assignment submission. Invest in thorough testing and bug fixes.
  • Improve Customer Support: Implement a more responsive and helpful customer support system, including live chat or email support. Reduce reliance on bots.
  • Clarify Payment and Subscription Terms: Provide transparent pricing information and clear subscription terms to avoid unexpected charges and confusion.

Medium Priority:

  • Enhance Tablet/Chromebook Support: Optimize the app for tablets and Chromebooks to ensure a consistent user experience across devices.
  • Improve App Usability: Redesign the app's interface to improve navigation and make it more intuitive. Add missing features, such as a "My Courses" button.
  • Implement Unenroll Option: Make it easier for users to unenroll from courses and specializations.

Low Priority:

  • Add Save/Bookmark Feature: Implement a save or bookmark feature to allow users to easily access courses later.

Opportunities for Startup Ideas

  • AI-Powered Personalized Learning Path Creator: A tool that analyzes a user's skills, interests, and career goals to recommend a personalized learning path using Coursera courses.
  • Coursera Course Companion App: An app that provides supplementary materials, study guides, and practice quizzes for Coursera courses.
  • Specialized Mentorship Platform for Coursera Learners: Connect Coursera learners with mentors in their field of study for personalized guidance and support.

Trends and Observations

  • Positive Sentiment Dominates: Despite the negative reviews, the overall sentiment is positive, indicating that most users are satisfied with the platform.
  • Technical Issues are a Major Concern: Technical problems are a recurring theme in negative reviews, suggesting a need for improved app stability and performance.
  • Payment Issues Erode Trust: Complaints about unexpected charges and locked content can damage the platform's reputation and discourage users from subscribing.
  • The reviews do not show a clear language preference, but the app description notes support for multiple languages.

Conclusion

Coursera's Android app offers a valuable learning experience for many users, but technical issues, payment problems, and poor customer support detract from the overall user experience. By addressing these pain points and implementing the recommended improvements, Coursera can enhance user satisfaction, build trust, and solidify its position as a leading online learning platform. Prioritizing technical stability and customer support is crucial for retaining users and attracting new subscribers.

Original App Link

https://play.google.com/store/apps/details?id=org.coursera.android