Customer Reviews (109)

racote • 2023-04-07T04:50:34-07:00

The current version is an improvement over past versions of the app. Although I wonder why when the app starts up it shuts off streaming music I have going on my iPad.

mimsymazz • 2022-12-25T08:20:39-07:00

Many days I try to open the day’s edition but it remains on yesterday’s edition!

Zip02110 • 2022-11-10T04:18:37-07:00

This Nov. ‘22 version is better than the previous in that it actually functions. However, REMOVE the additional ads at the bottom. The content in the Herald has been reduced to so little that the only reason I subscribe is to support some sort of reasoned journalism in Boston. Continuing to be assaulted by ads will push me to leave.

Summary of Key Insights

The Boston Herald E-Edition app receives mixed reviews. While many users appreciate the convenience of accessing the newspaper digitally and enjoy the content, significant issues persist related to login problems, app stability, and user experience flaws. The overall sentiment is somewhat positive due to a high number of 5-star ratings, but the negative reviews highlight critical areas needing improvement.

  • Strengths: Convenient access to news, familiar newspaper format, valuable content (especially sports and columnists), generally easy to use.
  • Weaknesses: Frequent login issues, app crashes, problems with loading the latest edition, intrusive ads (for some), poor customer service experiences, difficulty with subscription management (cancellation, upgrades).

Quantitative Metrics:

  • Overall Rating: Averages around 4 stars based on the distribution.
  • Score Distribution:
    • 5-star: 64 reviews (58.7%)
    • 4-star: 21 reviews (19.3%)
    • 3-star: 8 reviews (7.3%)
    • 2-star: 3 reviews (2.8%)
    • 1-star: 13 reviews (11.9%)

Data & Methodology Overview

  • Data Sample Size: 109 reviews
  • Time Frame: Reviews span several years, with a concentration in recent months (late 2022 and 2023).
  • Analysis Methods: Sentiment analysis (qualitative assessment of positive, negative, and neutral feedback), keyword extraction (identification of frequently mentioned terms and issues), and thematic analysis (grouping reviews based on common themes).

Key User Pain Points

  • Login Issues: Many users report frequent login problems, including the app not recognizing credentials, being locked out, and difficulty creating new accounts. This is a major source of frustration.
  • App Stability & Performance: App crashes, slow loading times, and the inability to access the latest edition are recurring issues. Some users have to repeatedly uninstall and reinstall the app.
  • Subscription Management Problems: Users struggle with cancelling subscriptions, upgrading to print + digital, and resolving billing discrepancies. Customer service is often perceived as unhelpful.
  • Ad Intrusiveness: Some users find the ads at the bottom of the app distracting and excessive, especially given the reduced content in the newspaper.
  • Display Issues: Some users experience problems with the display, such as words running together, jumbled letters, and low-resolution graphics (especially in the comics section).
  • Password Reset: Lack of a password reset function.

Frequently Requested Features

  • Improved Login/Account Management: Easier login process, password reset functionality, and more robust account management features.
  • Better Customer Support: More responsive and helpful customer service to address subscription and technical issues.
  • Option to Remove Ads: A paid option to remove ads for a cleaner reading experience.
  • Optimized Mobile View: A dedicated mobile view optimized for smartphones, rather than simply displaying a zoomed-in image of the newspaper page.
  • Comment Section: Ability to read comments on articles within the app.
  • Automatic Login from Email Links: When clicking on article links in emails, the app should open and automatically log the user in.

Strengths and Positive Aspects

  • Convenience: Users appreciate the ability to access the newspaper digitally anytime, anywhere.
  • Content: The content itself is generally well-regarded, especially the sports coverage and columnists like Howie Carr.
  • Familiar Format: Many users like the fact that the e-edition replicates the look and feel of the print newspaper.
  • User-Friendly Interface (Generally): Some users find the app easy to navigate and use (although this is contradicted by other reviews highlighting usability issues).
  • Value for Money (Compared to Competitors): Some users find the subscription price more reasonable than competitors like the Boston Globe.
  • Accurate News Reporting: Some users feel the Boston Herald provides an important dose of balance to a very liberal focused Boston Globe.

Prioritized Action Recommendations

High Priority:

  • Fix Login/Account Issues: Investigate and resolve the frequent login problems. Implement a password reset feature and improve account management.
  • Improve App Stability & Performance: Address app crashes, slow loading times, and issues with accessing the latest edition. Optimize the app for different devices and operating systems.
  • Enhance Customer Support: Provide more responsive and helpful customer service through multiple channels (e.g., phone, email, in-app chat).

Medium Priority:

  • Address Ad Intrusiveness: Re-evaluate the placement and frequency of ads. Consider offering a paid ad-free option.
  • Improve Display Quality: Fix display issues such as jumbled text and low-resolution graphics.
  • Streamline Subscription Management: Make it easier for users to cancel subscriptions, upgrade to print + digital, and manage their billing information.
  • Music Streaming Interruption: Investigate and resolve the issue of the app shutting off streaming music.

Low Priority:

  • Implement Comment Section: Add a comment section to allow users to discuss articles.
  • Optimize for Mobile Viewing: Create a dedicated mobile view for smartphones.
  • Improve Page Turning: Address the issue with the page turning button being too sensitive.

Opportunities for Startup Ideas

  • Newspaper Subscription Management Platform: A platform that simplifies the management of newspaper subscriptions across different publications, including cancellation, upgrades, and billing.
  • AI-Powered News Summarization App: An app that uses AI to summarize news articles from multiple sources, including the Boston Herald, tailored to user preferences.
  • Hyperlocal News Aggregator: An app that aggregates news from local sources in the Boston area, including the Boston Herald and other community news outlets.

Trends and Observations

  • Negative Sentiment Concentrated on Technical Issues: Most of the negative reviews focus on technical problems with the app rather than the content itself.
  • Value Proposition Tied to Political Alignment: Some users explicitly mention subscribing to the Boston Herald because of its conservative viewpoint, highlighting the importance of political alignment for some readers.
  • Long-Time Users Expressing Frustration: Several long-time subscribers express frustration with the app's recent performance issues, suggesting a decline in quality over time.
  • Desire for a Print-Like Experience: Many users appreciate the app's attempt to replicate the look and feel of a print newspaper, indicating a preference for a traditional reading experience.

Conclusion

The Boston Herald E-Edition app provides a valuable service by offering convenient access to local news. However, significant technical issues and usability flaws are detracting from the user experience. Addressing these issues, particularly those related to login problems, app stability, and subscription management, is crucial for improving user satisfaction and retaining subscribers. By prioritizing these improvements, the Boston Herald can strengthen its digital presence and ensure that its content reaches a wider audience.

Original App Link

https://apps.apple.com/us/app/boston-herald-e-edition/id543969326?uo=2