Customer Reviews (500)

Jtanae311 • 2025-03-25T20:35:36-07:00

I needed to sign something “on the go” and to be able to do everything from my phone is fantastic! Thank you Docusign!!

Paludon • 2025-03-25T11:07:23-07:00

Single most frustrating app to use. Can't use it even though I have in the past and my sig and initials are in it.

Maxthesad • 2025-03-25T00:10:52-07:00

This is absolutely beautiful. So easy to use.

Summary of Key Insights

DocuSign is a widely used and generally well-regarded app for electronic signatures. The majority of users find it easy to use, convenient, and a time-saver. However, a significant minority experience frustrating glitches, customer service issues, and unexpected billing practices. The app's strengths lie in its core functionality of signing and sending documents quickly and easily. Weaknesses include mobile app limitations compared to the web version, inconsistent user experience across devices, and recurring complaints about customer support responsiveness and unexpected charges. There's a clear opportunity to improve the app's stability, feature parity with the web version, and customer support to address the negative experiences reported by a subset of users.

Overall Sentiment: Positive, but with notable negative feedback.

Quantitative Metrics:

  • Overall Rating (implied): Approximately 4.2 stars (based on score distribution).
  • 5-Star Reviews: 69.4% (347/500)
  • 4-Star Reviews: 3.6% (18/500)
  • 3-Star Reviews: 2.4% (12/500)
  • 2-Star Reviews: 3.4% (17/500)
  • 1-Star Reviews: 21.2% (106/500)

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but likely covers a significant period based on review content (mentions of "since 2017" and "December 2024").
  • Analysis Methods: Primarily qualitative analysis, involving manual review and categorization of user feedback. Sentiment was inferred from star ratings and review text. Keyword extraction was used to identify common themes and pain points.

Key User Pain Points

  • Glitches and Bugs: Many users report technical issues, including fields not displaying correctly, text boxes not working, the app crashing, and inability to sign or initial documents. This significantly impacts usability and trust.
  • Customer Service Issues: A recurring complaint is the lack of responsive and helpful customer support. Users report difficulty reaching support, unhelpful responses, and long wait times.
  • Unexpected Billing and Subscription Issues: Several users report being charged unexpectedly, difficulty canceling subscriptions, and unclear billing practices (e.g., being charged for extra envelopes without prior notification).
  • Mobile App Limitations: Users find the mobile app less feature-rich than the web version, particularly regarding template creation, contact management, and editing capabilities. This limits the app's utility for users who primarily work on mobile devices.
  • Login Problems: Some users experience difficulties logging in, including issues with verification codes and account access.
  • Usability Issues: Some users find the app confusing or difficult to use, particularly for those less familiar with technology.

Frequently Requested Features

  • Improved Template Functionality on Mobile: Users want to be able to create, edit, and use templates fully on the mobile app.
  • Better Contact Management on Mobile: Users want the mobile app to sync with their DocuSign contacts, not just their phone contacts.
  • More Editing Options: Users desire more control over text size, font, and formatting, as well as the ability to add lines, strike-throughs, and freehand writing.
  • Option to Edit Documents After Completion (with Restrictions): Users want to be able to make minor edits to documents even after they've been marked as "done."
  • Password Protection for Documents: Users want the ability to password-protect sensitive documents.
  • Download/Share Documents with Certificate of Completion: Users need to be able to share documents that include the certificate of completion.
  • Ability to add multiple signers on mobile.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to use, especially for basic signing tasks.
  • Convenience: The app is praised for its convenience, allowing users to sign and send documents from anywhere.
  • Time-Saving: Users appreciate that the app saves them time by eliminating the need to print, scan, and fax documents.
  • Mobile Accessibility: The ability to sign documents on the go is a major advantage for many users.
  • Free Signing: The availability of free signing is a significant draw for many users.
  • Saves Paper: Users appreciate the environmental benefit of reducing paper consumption.
  • Professionalism: Many users find the app to be a professional way to handle documents.

Prioritized Action Recommendations

High Priority:

  • Address Glitches and Bugs: Invest in thorough testing and bug fixing to improve app stability and reliability. Focus on resolving issues related to field display, text boxes, and app crashes.
  • Improve Customer Service: Increase customer support staffing, improve response times, and provide more helpful and personalized assistance. Implement a better system for handling billing inquiries and cancellation requests.
  • Clarify Billing Practices: Clearly communicate billing policies, especially regarding overage charges and subscription renewals. Provide users with transparent and easy-to-understand billing statements.

Medium Priority:

  • Enhance Mobile App Functionality: Add missing features from the web version to the mobile app, particularly template creation, contact management, and editing options.
  • Improve User Interface (UI): Address usability issues by simplifying the interface, providing clearer instructions, and making it easier to navigate the app.
  • Address Login Issues: Resolve problems related to login verification and account access.

Low Priority:

  • Add More Editing Options: Consider adding features such as line drawing, strike-throughs, and freehand writing.
  • Implement Password Protection: Explore the feasibility of adding password protection for documents.
  • Allow Editing After Completion (with Restrictions): Investigate the possibility of allowing minor edits to completed documents, while maintaining document integrity.

Opportunities for Startup Ideas

  • DocuSign Competitor with Focus on Customer Service: A startup could differentiate itself by providing exceptional customer support and transparent billing practices.
  • Mobile-First eSignature Solution: A startup could focus on creating a mobile app that is as feature-rich and powerful as the web version, catering to users who primarily work on mobile devices.
  • AI-Powered Document Filling and Signing: A startup could develop an app that uses AI to automatically fill in document fields and guide users through the signing process.
  • Specialized eSignature Solutions for Specific Industries: A startup could create tailored eSignature solutions for industries such as real estate or healthcare, addressing their specific needs and requirements.

Trends and Observations

  • Language Preferences: A significant number of reviews are in Spanish, indicating a substantial Spanish-speaking user base.
  • "Easy to Use" as a Key Differentiator: The phrase "easy to use" appears frequently in positive reviews, highlighting the importance of simplicity and intuitiveness.
  • Frustration with Recent Updates: Some users express dissatisfaction with recent app updates, suggesting that these updates may have introduced new bugs or usability issues.
  • Recurring Billing Issues: The recurring complaints about unexpected charges and difficulty canceling subscriptions suggest a systemic problem with DocuSign's billing practices.

Conclusion

DocuSign is a valuable tool for electronic signatures, but it faces challenges related to app stability, customer service, and billing practices. By addressing these issues and focusing on improving the mobile app experience, DocuSign can enhance user satisfaction and retain its position as a leading eSignature provider. A strong recommendation is to prioritize fixing existing bugs and improving customer support before adding new features.

Original App Link

https://apps.apple.com/us/app/docusign-upload-sign-docs/id474990205?uo=2