Customer Reviews (500)

unxvent • 2025-03-26T22:30:56-07:00

Spent 38$ on gas got 14 pretty seems good to me!

callmenicholi • 2025-03-26T20:25:03-07:00

I want to use this app but its UX is poor and functionality nonintuitive. I don’t know who designed it, but it looks like it came out of someone’s dorm room. Furthermore, support is a joke. How do I know if it’s secure? I’ll stick with 76 or shell.

erickj817 • 2025-03-26T19:19:43-07:00

i’ve saved about $100 a year just by using the app

Summary of Key Insights

The Upside app generally receives positive feedback for its core functionality: providing cash back on gas, groceries, and dining. Users appreciate the ease of use and the tangible savings they accumulate. However, several recurring issues negatively impact the user experience, including problems with transaction processing, unreliable customer support, and inaccurate gas price information. The app's value proposition of "free money" is attractive, but inconsistent performance and customer service failures detract from the overall positive sentiment.

Key Strengths: Easy to use, provides real cash back, offers savings on everyday expenses. Key Weaknesses: Transaction processing issues, poor customer support, inaccurate gas prices, and app instability.

Overall Sentiment: Positive, but with significant reservations due to reliability and support concerns.

Quantitative Metrics:

  • Overall Rating (based on score distribution): Approximately 4.2 stars (estimated based on the weighted average of the review scores).
  • Score Distribution: 5-star (65.8%), 4-star (4.8%), 3-star (6.4%), 2-star (5.2%), 1-star (17.8%)
  • Total Reviews: 500

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Reviews do not have explicit dates, but the most recent update is in March 2025 suggesting the reviews are recent.
  • Analysis Methods: Manual sentiment analysis was performed by reading each review and categorizing it based on the star rating and the content of the review. Keyword extraction was used to identify frequently mentioned issues, requested features, and positive aspects.

Key User Pain Points

  • Transaction Processing Issues: Many users report problems with transactions not being found, remaining pending for extended periods, or expiring without cash back being awarded. This is a major source of frustration.
  • Poor Customer Support: A significant number of users complain about the lack of responsive or helpful customer support. Issues include unanswered inquiries, unhelpful chatbot interactions, and difficulties resolving problems with missing cash back or gift cards.
  • Inaccurate Gas Prices: Some users report that the gas prices displayed in the app are often inaccurate, leading them to visit stations expecting a certain price only to find it higher.
  • App Instability/Bugs: Several users mention issues with the app crashing, freezing, or constantly refreshing, making it difficult or impossible to use, particularly while driving.
  • Cash Out Issues: Difficulty cashing out, not receiving gift cards, or problems linking bank accounts are commonly reported.
  • Inconsistent Cash Back Amounts: Users note that the cash back amounts can fluctuate significantly, sometimes dropping to negligible amounts, making the app less appealing.
  • Limited Availability in Rural Areas: Some users in rural areas find that there are few participating locations, limiting the app's usefulness.
  • Referral Program Issues: Users report issues with referral codes not being honored or difficulties tracking referrals.
  • Concerns about Privacy: One user raised a concern about the app's privacy policy and constant data collection.

Frequently Requested Features

  • Improved Customer Support: Users want a more responsive and helpful customer support system, including a phone number or live chat option.
  • More Accurate Gas Prices: Users want the app to display real-time, accurate gas prices.
  • Wider Availability: Users want more participating gas stations, grocery stores, and restaurants, especially in rural areas.
  • Face ID/Touch ID Login: Users want the option to log in using biometric authentication for convenience and security.
  • Ability to Change Cards After Submission: Users want the ability to change the selected card immediately after submitting the transaction.
  • Support for More Payment Methods: Some users want support for payment methods like Apple Pay without requiring receipt uploads.
  • More Grocery Store Options: Users want more grocery store options to earn cash back on groceries.
  • Ability to Use with Fleet Cards: Users want the ability to use the app with fleet cards.

Strengths and Positive Aspects

  • Easy to Use: Many users find the app easy to navigate and understand.
  • Real Cash Back: Users appreciate that the app provides real cash back that can be transferred to a bank account or used for gift cards.
  • Savings on Everyday Expenses: Users like that the app helps them save money on gas, groceries, and dining, which are essential expenses.
  • Convenient: Users appreciate the convenience of earning cash back without having to clip coupons or carry loyalty cards.
  • Works with Existing Credit Cards: Users like that they can earn cash back on top of their existing credit card rewards.
  • Wide Range of Participating Merchants: Users appreciate the variety of participating gas stations, grocery stores, and restaurants.
  • Referral Program: Some users have successfully used the referral program to earn additional cash back.
  • Helpful for Travelers: Users who travel frequently find the app useful for saving money on gas in different locations.

Prioritized Action Recommendations

High Priority:

  • Improve Transaction Processing Reliability: Address the issues causing transactions to be missed, remain pending for extended periods, or expire. Implement better error handling and tracking to ensure accurate cash back awards.
  • Enhance Customer Support: Invest in a more responsive and helpful customer support system. Provide multiple channels for users to contact support (e.g., phone, email, live chat) and train support staff to resolve issues efficiently.
  • Ensure Accurate Gas Prices: Implement a system to verify and update gas prices in real-time. Consider using crowdsourcing or partnerships with gas price tracking services.

Medium Priority:

  • Fix App Instability Issues: Address the bugs causing the app to crash, freeze, or constantly refresh. Conduct thorough testing on different devices and operating systems.
  • Streamline Cash Out Process: Simplify the cash out process and address the issues causing delays or failures in gift card delivery and bank account linking.
  • Expand Merchant Availability: Focus on expanding the app's availability to more gas stations, grocery stores, and restaurants, especially in rural areas.

Low Priority:

  • Implement Face ID/Touch ID Login: Add support for biometric authentication for a more convenient and secure login experience.
  • Allow Card Changes After Submission: Provide users with the ability to change the selected card immediately after submitting a transaction.
  • Improve Referral Program Tracking: Enhance the referral program to ensure accurate tracking of referrals and bonuses.

Opportunities for Startup Ideas

  • Real-time Gas Price Verification Service: A service that verifies gas prices in real-time using crowdsourcing and machine learning, providing accurate and up-to-date information to consumers. This could be integrated into existing apps like Upside or offered as a standalone service.
  • AI-Powered Customer Support for Cash Back Apps: A customer support platform that uses AI to automatically resolve common issues related to transaction processing, cash out problems, and account management.
  • Loyalty Program Aggregator: A platform that aggregates loyalty programs from different retailers and service providers, allowing users to manage all their rewards in one place. This could simplify the process of earning and redeeming rewards.

Trends and Observations

  • Recurring Themes: The most common themes are related to transaction issues and poor customer support.
  • Positive vs. Negative: While the overall sentiment is positive, the negative reviews highlight critical areas for improvement.
  • Rural vs. Urban: Users in rural areas experience limited availability, suggesting a need for targeted expansion efforts.
  • Technical Issues Impacting Sentiment: Bugs and performance issues directly correlate with negative reviews, indicating a need for ongoing app maintenance and optimization.
  • Customer Service Impact on Loyalty: Poor customer service experiences lead to user frustration and potential churn, highlighting the importance of investing in quality support.

Conclusion

The Upside app offers a valuable service by providing cash back on everyday expenses. However, the app's potential is limited by recurring issues with transaction processing, customer support, and app stability. Addressing these issues is crucial to improving the user experience and building long-term customer loyalty. Investing in reliable technology, responsive customer service, and accurate data will enable Upside to fully realize its value proposition and achieve sustainable growth.

Overall Recommendation: Focus on improving reliability and customer support to enhance the user experience and build trust.

Original App Link

https://apps.apple.com/us/app/upside-earn-cash-back-on-gas/id1099997174?uo=2