Customer Reviews (500)

SarahWhite31 • 2025-03-26T10:48:42-07:00

As of the last week mobile push notifications just stopped working for me and my team. Annoying to say the least to have to constantly be refreshing and checking for new tickets. Would rate higher if they fixed that

pretty boyyy • 2025-03-25T21:20:12-07:00

No doubt the best CRM for any service based business. Top of the line and so many things to offer. The ability this company has is next level. Give them an inch and they will take you to the TOP.

Duarte Landscaping Corp • 2025-03-24T15:12:34-07:00

The app is great, but it has a few differences from the web. You’ll need to use both versions to complete a few tasks. That’s really time consuming. App is freezing in the splash screen (I have 6 devices with the same problem).

Summary of Key Insights

Jobber Field Service Software is generally well-received, particularly for its organization capabilities, customer service, and ability to streamline business operations for field service companies. However, several recurring issues and feature requests are present in the reviews. The app is praised for its ease of use and the responsiveness of its customer support team. Weaknesses include recurring technical issues, limitations in the mobile app compared to the web version, pricing concerns, and payment processing problems. While the overall sentiment is positive (high percentage of 5-star reviews), the negative reviews highlight critical areas needing improvement.

  • Overall Rating: High (based on score distribution)
  • Overall Sentiment: Positive, but with significant negative feedback concentrated on specific issues.
  • Key Strengths: Organization, customer service, streamlining operations, ease of use (for some).
  • Key Weaknesses: Technical issues (freezing, crashing, notifications), mobile app limitations, payment processing, pricing.

Quantitative Metrics:

  • Total Reviews: 500
  • Score Distribution:
    • 5-star: 342 (68.4%)
    • 4-star: 25 (5%)
    • 3-star: 35 (7%)
    • 2-star: 25 (5%)
    • 1-star: 73 (14.6%)

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number (6.25.0) and references to recent updates in the reviews.
  • Analysis Methods:
    • Sentiment Analysis: Implicitly performed by categorizing reviews based on star rating and identifying positive, negative, and neutral comments.
    • Keyword Extraction: Manually identified recurring keywords and phrases related to pain points, feature requests, strengths, and trends.

Key User Pain Points

  • Technical Issues:
    • Freezing/Crashing: Many users report the app freezing, crashing, or becoming unresponsive, significantly impacting usability. (High Impact)
    • Notification Problems: Push notifications not working reliably is a frequent complaint. (High Impact)
    • Connection Issues: Users report issues with the app not working without a strong internet connection. (Medium Impact)
    • Slow Photo Uploads: Recent updates have made photo uploads slow, impacting fast-paced workflows. (Medium Impact)
  • Mobile App Limitations:
    • Missing Features: The mobile app lacks features available on the web version, forcing users to switch between platforms. (High Impact)
    • Poor Calendar View: Users complain about the calendar view being ineffective, especially the lack of a monthly view. (Medium Impact)
    • Limited Reporting: Mobile app has no reporting capabilities. (Medium Impact)
  • Payment Processing:
    • Delayed Payouts: Delays in payouts are a major concern for small businesses relying on consistent cash flow. (High Impact)
    • Account Flagging/Verification: Some users report accounts being flagged and payouts withheld, requiring extensive verification. (High Impact)
    • Double Charging/Subscription Issues: Users report being double-charged or having subscriptions cancelled without resolution. (High Impact)
    • Inability to process partial payments: Users need to process partial payments for invoices. (Medium Impact)
  • Pricing:
    • High Cost: Many users, especially those with small businesses, find the subscription prices too high. (High Impact)
    • Feature Locking: Essential features are locked behind higher-tier subscriptions, making the lower tiers less useful. (Medium Impact)
    • Lack of Refunds: No refund policy for prepaid annual subscriptions. (Medium Impact)
  • Customer Support:
    • Difficulty Reaching Support: Users report long wait times, unreturned calls, and difficulty reaching knowledgeable support staff. (Medium Impact)
    • Ineffective Support: Some users find support staff unhelpful or unable to resolve issues effectively. (Medium Impact)
  • Other issues
    • Invoices and Quotes: Problems with sending invoices and quotes via text or email. (Medium Impact)
    • Loss of data: Lack of auto-save feature leads to lost work when the app crashes or is accidentally closed. (Medium Impact)
    • Limitations in reporting: Reports are basically spreadsheets. (Medium Impact)

Frequently Requested Features

  • Dark Mode: A dark mode is a commonly requested feature for improved usability in low-light conditions.
  • Improved Mobile App Functionality: Users want the mobile app to have the same features as the web version, including better calendar views, reporting, and management capabilities.
  • Better Calendar View: Specifically, a monthly calendar view in the mobile app.
  • More Customizable Reporting: Users want more flexible and customizable reporting options.
  • Ability to add pictures next to certain services on a quote: Users want to add pictures to services on a quote.
  • Auto Lunch Break Option to Timer
  • The ability to import google calendars into the schedule view

Strengths and Positive Aspects

  • Organization: Jobber is praised for its ability to organize jobs, clients, and schedules.
  • Customer Service: Many users commend the responsiveness and helpfulness of the customer service team (though some report negative experiences).
  • Streamlining Operations: The app helps streamline business operations, saving time and improving efficiency.
  • Ease of Use: Many users find the app easy to use and navigate, especially after initial training.
  • Professionalism: Jobber helps businesses appear more professional to their customers.
  • Quick Invoicing and Payments: The app facilitates quick invoicing and online payments.
  • Integration with QuickBooks Online: Seamless integration with QuickBooks Online is a significant advantage.
  • Client Hub: Customers appreciate the client portal for booking work, approving quotes, and paying invoices.
  • Regular Updates: Users appreciate the regular updates and new features.

Prioritized Action Recommendations

  • High Priority:
    • Address Technical Issues: Prioritize fixing the freezing, crashing, notification, and connection issues to improve app stability and usability.
    • Improve Mobile App Functionality: Add missing features from the web version to the mobile app, especially calendar views, reporting, and management tools.
    • Resolve Payment Processing Problems: Investigate and resolve issues with delayed payouts, account flagging, double charging, and subscription cancellations.
  • Medium Priority:
    • Re-evaluate Pricing: Consider offering more affordable subscription options for small businesses or restructuring pricing tiers.
    • Enhance Customer Support: Improve customer support responsiveness and ensure staff are well-trained and able to resolve issues effectively.
    • Implement Auto-Save: Add an auto-save feature to prevent data loss.
    • Improve Reporting: Integrate better reports with graphs and filters and add an option for custom reports.
  • Low Priority:
    • Implement Dark Mode: Add a dark mode option for improved usability in low-light conditions.
    • Improve the ability to add pictures next to certain services on a quote
    • Add Auto Lunch Break Option to Timer
    • Add the ability to import google calendars into the schedule view

Opportunities for Startup Ideas

  • Jobber Add-on Marketplace: A marketplace for add-ons that provide specialized functionality for Jobber users. This could include integrations with other software, custom reporting tools, or industry-specific features.
  • Financial Health Monitoring for Field Service Businesses: An app that integrates with Jobber data to provide insights into cash flow, profitability, and other key financial metrics.
  • AI-Powered Scheduling Assistant: An AI-powered assistant that optimizes scheduling and dispatching based on factors such as location, availability, and job requirements.

Trends and Observations

  • Language Preference: The reviews are primarily in English.
  • Shift in Sentiment: Some users mention a decline in app quality after recent updates, suggesting a need for more thorough testing before releasing new versions.
  • Focus on Small Business Needs: Many reviews come from small business owners, indicating a strong market for Jobber's services in this segment.

Conclusion

Jobber is a valuable tool for field service businesses, but addressing the identified pain points and feature requests is crucial for improving user satisfaction and retaining customers. Prioritizing technical stability, enhancing mobile app functionality, and resolving payment processing issues should be the immediate focus. Re-evaluating pricing and improving customer support will also contribute to a better overall user experience. By listening to user feedback and continuously improving the app, Jobber can solidify its position as a leader in the field service software market.

Original App Link

https://apps.apple.com/us/app/jobber-field-service-software/id1014146758?uo=2