Customer Reviews (100)

Susan • 2025-03-25T07:37:24.109Z

Hello I found that excellent. it's so easy 😂. Thank you 👍

Donna Rusk • 2025-03-25T06:24:32.746Z

Helped me get out of a really bad situation. I was hacked by a scammer from Nigeria for months without my knowledge. Until he came onto my phone & made himself known. Letter from the credit agencies was way too late. Damage was done, but they removed the hacker in minutes, was protected but expired & he deleted emails. Wonderful customer service & I'll be a life long customer. Other options were buying phone & # change. Not an option I needed. 10 🌟 all the way!!! Best of the best out there 🌟

kavala. • 2025-03-25T05:31:47.330Z

seems good but not best, thank you.

Summary of Key Insights

Norton 360 Antivirus & Security generally receives positive feedback, particularly regarding its protection capabilities and ease of use. Users appreciate the peace of mind it provides and its ability to safeguard against online threats and scams. However, there are notable pain points, including aggressive upselling, subscription issues, and occasional performance slowdowns. The AI-powered scam protection is a highlight, but some users express distrust or concerns about AI integration.

  • Strengths: Strong security features, effective protection against threats, user-friendly interface (for some), good customer service experiences (for some).
  • Weaknesses: Aggressive upselling, subscription management issues (renewal, cancellation), occasional performance slowdowns, password vault problems, negative perception of AI from some users, issues with VPN auto-connect functionality.
  • Overall Sentiment: Positive, but with significant pockets of frustration related to billing and usability.
  • Overall Rating: Although the review count is small, the average rating based on the provided data is approximately 4.35 stars (weighted average calculated from the score distribution).
  • Score Distribution: 70% 5-star, 12% 4-star, 3% 3-star, 3% 2-star, 12% 1-star.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, but assumed to be recent based on the version number.
  • Analysis Methods: Sentiment analysis (manual interpretation of review text), keyword extraction (identifying frequently used terms), and thematic analysis (grouping reviews based on common topics).

Key User Pain Points

  • Aggressive Upselling: Many users complain about constant attempts to upsell subscriptions, which detracts from the user experience.
  • Subscription Issues: Problems with subscription expiration notifications, difficulties canceling subscriptions, and unexpected charges after trial periods are recurring themes.
  • Password Vault Problems: Some users report being locked out of their password vaults, losing access to important information.
  • Performance Slowdowns: A few users mention that the app slows down their devices (Android phones and laptops).
  • VPN Auto-Connect Issues: Regression in VPN auto-connect functionality, limiting user control.
  • Distrust of AI: Some users express concerns about the AI features, viewing them as spyware or unreliable.
  • Lack of Senior-Friendly Version: One user specifically requested a simplified version for elderly users with limited technical skills.
  • App Failure after Updates: Some users reported the app stopped working after updates.

Frequently Requested Features

  • Improved Subscription Management: Easier cancellation process, clearer billing information, and more accurate subscription status updates.
  • Senior-Friendly Interface: A simplified version of the app with larger fonts and easier-to-understand instructions.
  • More Granular VPN Control: Restore or enhance VPN auto-connect options.

Strengths and Positive Aspects

  • Effective Threat Protection: Users appreciate the app's ability to detect and block viruses, malware, and phishing attacks.
  • Peace of Mind: Many users feel safer knowing that their devices are protected by Norton 360.
  • Spam Call Blocking: The app is effective at blocking spam calls.
  • Dark Web Monitoring: Users find the dark web monitoring feature valuable for identifying potential security breaches.
  • Credit Monitoring: Alerts on new credit accounts and credit score changes are appreciated.
  • Easy to Use (For Some): Some users find the app easy to set up and use.
  • Good Customer Service (For Some): Some users reported positive experiences with customer service.

Prioritized Action Recommendations

  • High Priority:
    • Reduce Aggressive Upselling: Implement less intrusive methods for promoting upgrades.
    • Improve Subscription Management: Simplify the cancellation process, provide clear billing information, and ensure accurate subscription status updates.
    • Fix Password Vault Issues: Address the reported problems with password vault access and reliability.
  • Medium Priority:
    • Address Performance Slowdowns: Optimize the app to minimize its impact on device performance.
    • Restore VPN Auto-Connect Functionality: Revert or improve the VPN auto-connect options to provide more granular control.
    • Offer a Senior-Friendly Mode: Develop a simplified interface for elderly users.
    • Improve App Update Stability: Thoroughly test updates to prevent app failures.
  • Low Priority:
    • Address AI Concerns: Provide more transparency about how the AI features work and address user concerns about privacy and security.

Opportunities for Startup Ideas

  • Senior-Focused Security App: A simplified security app specifically designed for elderly users with limited technical skills.
  • Transparent AI Security Platform: A security platform that emphasizes transparency and user control over AI-powered features.
  • Subscription Management Service: A service that helps users manage and cancel subscriptions across multiple platforms.

Trends and Observations

  • Positive Sentiment Dominated: The majority of reviews express positive sentiment, highlighting the app's security features.
  • Billing and Usability Concerns: A significant minority of reviews focus on negative experiences related to billing, subscription management, and usability issues.
  • Mixed Feelings on AI: While AI-powered features are a key selling point, some users express distrust or concern.
  • Long-Term Users: Some users have been using Norton for many years, indicating brand loyalty.

Conclusion

Norton 360 Antivirus & Security is a generally well-regarded app that provides effective protection against online threats. However, addressing the identified pain points, particularly those related to upselling and subscription management, is crucial for improving user satisfaction and maintaining a positive brand reputation. Focusing on transparency and user control, especially regarding AI-powered features, can also help alleviate user concerns. Overall, the app is recommended, but with a strong emphasis on addressing the identified weaknesses.

Original App Link

https://play.google.com/store/apps/details?id=com.symantec.mobilesecurity