Analyzing 17,012 app-store reviews across six GenAI apps, negative sentiment concentrated overwhelmingly in specific complaint categories: advertising (91% negative), authentication (89%), server reliability (83%), and subscription pricing (73%).
Claude showed the highest negative-sentiment share among the six apps (47.7%) alongside a strongly enthusiastic user base -- a statistically significant polarization pattern, not uniformly negative reception.
A subset of DeepSeek reviews raised geopolitical and data-privacy concerns tied specifically to its Chinese origin, an exploratory finding the authors flag as distinct from the main sentiment analysis.
The sentiment and topic models were validated against 300 human-coded reviews before being applied at scale, and findings held up despite unequal review counts across apps.
Why it matters
Pinpoints the specific friction points, like auth and reliability, driving complaints across major GenAI apps, giving builders of similar products a concrete priority list.
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