Google Chrome

Google LLC · 4.75★ · 3,848,297 installs

consumer-chosen

Evidence

4.9% of all ratings are 1–2★ (unhappiness index 7/100)

What to build

Win on reliability alone, then market it explicitly against the incumbent.

Complaint themes

• Crashes & stability

  Basic reliability is missing; this is the cheapest wedge to out-execute on.

  Works As Expected With An Occasional Crash, Glitch, Freeze But Forced Algorithms Are Obnoxious

  Update closed a window

• Price barrier

  Users want the outcome but reject the price or the pricing model.

  Great when it works, unusable when it doesn’t

  Great when it works, unusable when it doesn’t

• Intrusive ads

  Ad load is high enough that users would rather pay than tolerate it.

  New problem? 3/1/18

  New problem? 3/1/18

• Onboarding barrier

  Users churn before reaching the value moment; better onboarding lifts retention.

  Why? Just why?

  Why? Just why?