Based on public reviews and response behavior.
2,626 reviews over 545 days (about 147 per month). Busiest month: 28% of reviews. Languages: en 77%, unknown 19%, fr 2%.
Software & Web Services average: score 61.8, rating 4.15 stars, reply rate 34.4%, over 3,146 ranked companies · benchmark 23 Oct 2026
Score
51.8
Industry average 61.8
10.0 below average
Rating
2.87
Industry average 4.15
1.28 below average
Reply rate
—
Industry average 34.4%
not measured
Among ranked Software & Web Services companies
Only companies with enough recent, scoreable reviews are ranked.
42% of reviews positive, 56% negative
Covering September 2026 — 475 reviews, not the company's full review history.
Takeaway: Positive sentiment accounts for 51% of reviews in this period, with 47% negative and 3% neutral.
Share of theme mentions
Themes extracted from 2,626 analysed reviews.
No strength themes identified yet
Prioritized by observed gaps vs competitors
AI analysis
A card that is absent means no signal qualified, not that nothing is wrong.
A recurring and highly damaging complaint involves NordVPN failing to function in China, Turkey, and other censorship-heavy regions. NordVPN should accelerate development and promotion of obfuscated server technology (similar to obfsproxy or Shadowsocks), communicate clearly in pre-purchase messaging which regions are supported, and create a dedicated landing page for users in restricted countries with setup guides.
Billing complaints including double charges, confusing renewal offers, and inability to cancel are generating a concentrated cluster of 1-star reviews with high emotional intensity. NordVPN should implement a self-service cancellation portal accessible without contacting support, set up automated double-billing detection with proactive refund triggers, simplify renewal communication to remove confusing bundled offers, and establish a 24-hour SLA specifically for billing disputes.
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