Customer Reviews (100)

Casey Collins • 2025-03-30T23:17:32.323Z

so far so good 👍

Christopher Caubre • 2025-03-28T13:35:18.520Z

pull up the camera to scan the card and it's just a black screen

Ruben Hernandez • 2025-03-25T00:07:03.912Z

the reveal process was but I would've rather have done the reveal at home

Summary of Key Insights

The PSA app receives mixed reviews, with a significant number of users praising its convenience, features, and ease of submitting cards for grading. However, a considerable portion of users report technical issues, login problems, scanning difficulties, and concerns regarding grading consistency and customer service. The "reveal" feature is a highlight for many. The app's overall sentiment is moderately positive, but the high number of 1-star reviews indicates substantial room for improvement. The score distribution shows a polarization, with many either loving or hating the app experience.

Quantitative Metrics:

  • Overall Rating: Not explicitly calculated, but can be inferred based on the distribution.
  • 5-Star Reviews: 60%
  • 4-Star Reviews: 3%
  • 3-Star Reviews: 8%
  • 2-Star Reviews: 4%
  • 1-Star Reviews: 25%

Key Strengths:

  • Convenience in submitting cards for grading.
  • Easy tracking of order status.
  • Exciting "reveal" feature for grades.
  • Value tracking and portfolio management.

Key Weaknesses:

  • Technical issues (camera malfunction, black screen, app crashes).
  • Login problems and password issues.
  • Scanning difficulties (barcode and card recognition).
  • Inconsistent grading and customer service concerns.
  • Lack of optimization for foldable phones.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, but assumed to be recent based on the version number (7.0.8) and content of the reviews.
  • Analysis Methods: Sentiment analysis (qualitative assessment of positive, negative, and neutral comments), keyword extraction (identifying frequently mentioned issues and features), and frequency analysis (counting the occurrences of specific problems).

Key User Pain Points

  • Technical Issues (High Frequency & Severity): Camera not working (black screen), app crashing, inability to open the app after updates. This prevents users from using core features like scanning and submitting.
  • Login and Account Issues (High Frequency & Severity): Difficulty logging in, password problems, account syncing errors. Users are locked out of their accounts, rendering the app useless.
  • Scanning Problems (Medium Frequency & Severity): Inability to scan cards or barcodes, inaccurate card recognition. This impacts the core functionality of identifying and pricing cards.
  • Grading Consistency and Customer Service (Medium Frequency & Severity): Concerns about inconsistent grading standards, poor customer service, and damaged cards. This erodes trust in PSA's services.
  • App Optimization (Low Frequency & Severity): Not optimized for foldable phones.

Frequently Requested Features

  • Sorting Options for Collection: Users want to sort their collection by name, estimated value, grade, etc., not just filter.
  • Improved Search Functionality: The search functionality while creating orders is clunky and needs work.
  • Tutorial or Video Guide: Users find the app confusing and request a tutorial or video guide.
  • Currency Options: Users want to be able to change the currency icon (e.g., from $ to £).
  • Promo Code Functionality: Users are having difficulty entering promo codes.

Strengths and Positive Aspects

  • Convenience: The app makes it easy to submit cards for grading from their phones.
  • Order Tracking: Users appreciate the ability to track their orders and get up-to-date status information.
  • Grade Reveal Feature: The interactive grade reveal process is a popular and enjoyable feature.
  • Value Tracking: Users find the value tracking feature helpful for managing their collection.
  • Easy to Use: Many users find the app user-friendly, intuitive, and easy to navigate (when it's working).

Prioritized Action Recommendations

High Priority:

  • Fix Technical Issues: Immediately address camera malfunctions, app crashes, and login problems. These are critical issues that prevent users from using the app. Thoroughly test updates on various devices before release.
  • Improve Scanning Accuracy: Enhance card and barcode scanning capabilities to ensure accurate identification and pricing.
  • Address Customer Service Concerns: Improve customer service responsiveness and consistency in grading standards. Provide clear communication and address complaints promptly.

Medium Priority:

  • Enhance Search and Sorting: Implement sorting options for collections and improve the search functionality for creating orders.
  • Optimize for Foldable Phones: Ensure the app is fully optimized for foldable phones.
  • Develop a Tutorial: Create a tutorial or video guide to help users understand how to use the app effectively.
  • Improve Password Management: Address password issues and login problems to ensure a smooth user experience.

Low Priority:

  • Add Currency Options: Allow users to change the currency icon.
  • Implement Promo Code Functionality: Ensure promo codes can be easily entered during submission.

Opportunities for Startup Ideas

  • AI-Powered Grading Assistant: An app that uses AI to help users pre-grade their cards before submitting them to PSA, providing more accurate estimates and reducing inconsistencies.
  • Card Condition Tracking App: An app that allows users to track the condition of their cards over time, using image analysis and machine learning to detect wear and tear.
  • Grading Company Comparison Tool: An app that compares the grading standards, pricing, and turnaround times of different grading companies, helping users make informed decisions.

Trends and Observations

  • Update-Related Issues: Several reviews mention that updates have broken the app or introduced new problems, indicating a need for more rigorous testing before releases.
  • Polarized Sentiment: The large number of both 5-star and 1-star reviews suggests a polarized user experience, with some users finding the app extremely useful while others encounter significant problems.
  • Focus on User Experience: Many reviews highlight the importance of ease of use and convenience, indicating that users value a streamlined and intuitive app experience.

Conclusion

The PSA app has the potential to be a valuable tool for card collectors, but it is currently plagued by technical issues and inconsistencies. Addressing these problems is crucial to improving the user experience and building trust in PSA's services. Prioritizing bug fixes, improving scanning accuracy, and enhancing customer service are essential steps towards achieving this goal. By focusing on these areas, PSA can create an app that truly meets the needs of its users and strengthens its position as a leader in the card grading industry. Overall, while the app has some strengths, it requires significant improvements to justify a positive recommendation.

Original App Link

https://play.google.com/store/apps/details?id=com.psacard.certverification