UX Innovation > Consumer Sentiment Analytics

Spotify Customer Service 3-times More Frustrating than Pandora’s

by Nitesh Patel | Aug 20, 2019


The Consumer Sentiment Analytics platform at Strategy Analytics has recently examined more than 2,100 consumer reviews for two of the most popular US music streaming services – Spotify and Pandora. The report – Consumer Sentiment: Spotify Versus Pandora – highlights the differences in customer satisfaction between the two services during the period January – July 2019. The data shows that Spotify (4.07) has a higher average rating than to Pandora (3.95) overall.

Using advanced text analysis techniques, the report examines the key drivers of dissatisfaction for each service. One area where Pandora users are more satisfied than Spotify users is customer service. 15% of Spotify’s negative reviews mention customer service compared to just 5% for Pandora – as shown in the exhibit below.


One third of these complaints mention a ‘lack of human’ customer service as a problem. To notify Spotify of a problem users need to email or tweet their support team as there is no support number. As one consumer noted – “It already took me a fair amount of time to even get to know the E-Mail address of their customer support, only to get rewarded with an automated reply in which I was told to ask the community.Additionally, several users complained specifically of a lack of support when trying to redeem promotions and subscription offers.

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