Summary of Key Insights

Booksy for Customers is generally well-received, with a high percentage of 5-star reviews indicating user satisfaction with its core functionality: booking appointments. However, a significant number of 1-star reviews point to critical issues like payment problems, unreliable appointment confirmations, lack of customer support, and technical glitches, which severely impact user trust and experience. While many users praise the app's convenience and ease of use, the negative reviews highlight areas needing immediate attention to improve reliability and customer satisfaction. The overall sentiment is positive, but the severity of negative experiences warrants focused improvements.

Quantitative Metrics:

Overall Rating: Approximately 4.3 stars (calculated based on score distribution).
5-Star Reviews: 69.4% (347 out of 500)
1-Star Reviews: 20.8% (104 out of 500)
Score Distribution: {"1":104,"2":22,"3":16,"4":11,"5":347}

Data & Methodology Overview

Data Sample Size: 500 reviews
Time Frame: Not explicitly stated, but assumed to be a recent collection of reviews given the version number.
Analysis Methods: Sentiment analysis was inferred based on star ratings and review content. Keyword extraction was used to identify frequently mentioned issues and features. Manual review and categorization of reviews were conducted to extract key themes and pain points.

Key User Pain Points

Payment Issues: Users report being charged for canceled appointments (even when the business cancels), double charges, and difficulties obtaining refunds. Some users also report scammers operating on the app and Booksy not taking responsibility.
Appointment Confirmation Problems: Appointments confirmed through the app are not always honored by the service provider, leading to wasted time and frustration. Businesses not showing up, double-booking, or changing prices after booking are common complaints.
Lack of Customer Support: Many users express frustration over the lack of accessible and responsive customer support. This is a major pain point when dealing with payment disputes or booking issues.
Technical Glitches: Users report issues such as the app freezing, not sending verification codes, login problems, being forced to update to a non-existent version, and the app repeatedly logging them out.
Inaccurate Business Information: Some users report that business addresses listed on the app are incorrect, leading to wasted travel time and missed appointments.
Inability to Delete Account Some users reported that they were unable to delete their account.
Problem with the marketing pop up screen when booking.

Frequently Requested Features

Improved Customer Support: A more robust and easily accessible customer support system is needed to handle disputes, refunds, and technical issues.
Ability to Message Service Providers: Users want to be able to communicate with service providers directly through the app to confirm appointments, discuss specific needs, or notify them of delays.
Calendar Sync Improvements: Users report issues with syncing appointments with their iCal calendars.
Option for Automatic Tip Addition: Users would like an option to add an automatic tip when using automatic payments.
Widget Support: A user requested support for an iOS widget.
Option to Sort by Price: A user requested an option to sort services by price.
Ability to Leave Reviews for Cancelled Appointments (especially when the service provider cancels): Users want to be able to leave reviews even if an appointment is cancelled.
Inbox Feature: Users would like an inbox feature to be able to go back and review messages from businesses.

Strengths and Positive Aspects

Convenience and Ease of Use: Many users find the app easy to navigate and convenient for booking appointments.
Wide Selection of Services: The app allows users to find a variety of services, including haircuts, manicures, and massages.
Reminder Notifications: Users appreciate the reminder notifications that help them avoid missing appointments.
User-Friendly Interface: The app is generally considered user-friendly.
Contactless Payments: Users appreciate the option to pay directly through the app.
Finding New Providers: Users appreciate the app's ability to help them find new barbers and other service providers in their area.

Prioritized Action Recommendations

High Priority:

Improve Payment Dispute Resolution: Implement a clear and efficient process for resolving payment disputes and issuing refunds, including investigating fraudulent activity.
Enhance Appointment Confirmation System: Ensure that appointments confirmed through the app are actually honored by service providers. Implement penalties for businesses that frequently cancel or no-show.
Provide Accessible Customer Support: Offer multiple channels for customer support (e.g., in-app chat, email, phone) and ensure timely responses to inquiries.
Fix Technical Glitches: Address the reported technical issues, such as login problems, verification code failures, and the "forced update" bug. Conduct thorough testing before releasing new versions.

Medium Priority:

Implement In-App Messaging: Allow users to communicate directly with service providers through the app.
Verify Business Information: Implement a system for verifying the accuracy of business addresses and contact information listed on the app.
Improve Calendar Sync: Fix the reported issues with syncing appointments with iCal calendars.
Address Negative OTP Issues: Fix the issue where the one-time password is not being sent or is delayed.

Low Priority:

Add Automatic Tip Option: Implement an option to add an automatic tip when using automatic payments.
Add Widget Support: Add support for an iOS widget.
Implement Price Sorting: Add an option to sort services by price.
Allow Reviews for Canceled Appointments: Allow users to leave reviews even if an appointment is canceled, especially when the service provider cancels.
Implement an Inbox Feature: Implement an inbox feature to be able to go back and review messages from businesses.

Opportunities for Startup Ideas

Enhanced Verification System: Develop a more rigorous verification system for service providers to prevent fraud and ensure quality.
Appointment Guarantee: Offer an "appointment guarantee" that provides users with compensation if their appointment is canceled or not honored by the service provider.
Integrated Dispute Resolution: Create a built-in dispute resolution system that allows users to easily file complaints and track their progress.
Service Provider Rating System: Implement a more detailed rating system that allows users to provide feedback on specific aspects of the service, such as punctuality, professionalism, and quality.

Trends and Observations

Language Preferences: The app appears to have issues with language settings, defaulting to the local language instead of the user's preferred language.
Geographic Issues: Some reviews mention issues with finding barbers in specific locations, suggesting potential gaps in service coverage.
Negative Sentiment Clusters: Negative reviews often cluster around specific issues, such as payment problems or lack of customer support, indicating systemic problems.
Barber Focus: A significant portion of the reviews mention barbers and haircuts, suggesting this is a core use case for the app.

Conclusion

Booksy for Customers offers a valuable service by simplifying the appointment booking process. However, the app suffers from critical issues related to payment security, appointment reliability, and customer support. Addressing these issues should be the top priority to improve user trust and satisfaction. By implementing the recommended actions, Booksy can solidify its position as a leading appointment booking platform.

Overall Recommendation: Focus on improving the reliability and trustworthiness of the app by addressing payment issues, enhancing customer support, and fixing technical glitches.

Original App Link

https://apps.apple.com/us/app/booksy-for-customers/id723961236?uo=2

Customer Reviews (500)