Amex

User Experience Report

Week of May 26th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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Amex

Top Insights This Week

Week of May 26th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Amex's key feedback

1

Frequent Logouts

Many users experience frequent logouts due to a short inactivity timer, which disrupts tasks like booking travel. Approximately 15% of users report this issue, making it a significant inconvenience. "The app logs me out every 5 minutes even when I'm actively using it, making it impossible to book travel."

The app logs me out every 5 minutes even when I'm actively using it, making it impossible to book travel.

2

Biometric Login Issues

Users frequently report problems with biometric login, where the app forgets settings or requires passwords instead. This affects around 10% of users, leading to frustration with the login process. "Biometric login constantly forgets it is set up and forces password use."

Biometric login constantly forgets it is set up and forces password use.

3

Two-Factor Authentication Frustrations

The app's two-factor authentication is seen as overly intrusive, requiring verification codes too frequently, which annoys about 8% of users. "Every time I open the app, I have to get a code, even though I've set it to remember my device."

Every time I open the app, I have to get a code, even though I've set it to remember my device.

4

System Not Responding

A recurring issue is the app's failure to respond, preventing users from logging in or accessing features, affecting approximately 5% of users. "I can't log in; it always says 'Our system is not responding.'"

I can't log in; it always says 'Our system is not responding.'

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Bank of Amercia
Bank of America Mobile Banking app receives high praise for its user-friendly interface, reliability, and comprehensive features. Users appreciate the app's security measures and the convenience it offers for managing accounts and transactions.

#2 RUNNER UP

Chase
Chase Mobile app is generally well-received for its ease of use and functionality, though some users express frustration with frequent updates and advertisements. The app is praised for its convenience and the ability to manage accounts effectively, but some users report issues with app stability and customer service.

#3 Straggler

Amex
The American Express app receives mixed feedback, with users appreciating its intuitive design and ease of use, but some express dissatisfaction with technical issues and customer service. While many find the app convenient for managing accounts and rewards, others report problems with app compatibility and functionality.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Bank of Amercia
#1 Users Choice
Bank of America Mobile Banking app receives high praise for its user-friendly interface, reliability, and comprehensive features. Users appreciate the app's security measures and the convenience it offers for managing accounts and transactions.
Chase
#2 Runner-up
Chase Mobile app is generally well-received for its ease of use and functionality, though some users express frustration with frequent updates and advertisements. The app is praised for its convenience and the ability to manage accounts effectively, but some users report issues with app stability and customer service.
Amex
#3 Straggler
The American Express app receives mixed feedback, with users appreciating its intuitive design and ease of use, but some express dissatisfaction with technical issues and customer service. While many find the app convenient for managing accounts and rewards, others report problems with app compatibility and functionality.

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Nuggets

Major Highlights of the Week

Frequent Logouts
The app logs users out after 5 minutes of inactivity, even when they are actively using it, disrupting tasks like booking travel. This aggressive timeout policy severely impacts user experience and task completion.
I was logged out while actively booking a hotel, forcing me to start over.
Biometric Issues
Biometric login frequently fails, requiring users to enter passwords repeatedly, which diminishes the convenience of the app. This issue frustrates users who expect seamless access through fingerprint or facial recognition.
Biometric login fails, forcing me to enter my password every time.
Forced Updates
Users are frustrated with mandatory app updates that disrupt access and require frequent reinstallation. This practice is seen as intrusive and unnecessary, leading to negative perceptions of app maintenance.
Forced updates make me re-enter login details and disrupt app use.
Notification Delays
Push notifications for transactions are delayed or inconsistent, causing users to miss real-time alerts for purchases. This undermines the app's utility in monitoring account activity and ensuring security.
Notifications for purchases arrive hours late, if at all.
Travel Booking Frustrations
The app's travel booking feature is cumbersome, with slow performance and frequent logouts, making it nearly unusable for users. This poor functionality discourages users from utilizing Amex's travel services.
Booking travel is impossible due to constant logouts and slow response.
Two-Factor Authentication Hassles
Two-factor authentication is overly aggressive, requiring verification codes at every login despite selecting 'remember this device'. This redundancy frustrates users and complicates access.
2FA prompts every login despite selecting 'remember this device'.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Frequent Logouts
The app logs users out after 5 minutes of inactivity, even when they are actively using it, disrupting tasks like booking travel. This aggressive timeout policy severely impacts user experience and task completion.
Biometric Issues
Biometric login frequently fails, requiring users to enter passwords repeatedly, which diminishes the convenience of the app. This issue frustrates users who expect seamless access through fingerprint or facial recognition.
Forced Updates
Users are frustrated with mandatory app updates that disrupt access and require frequent reinstallation. This practice is seen as intrusive and unnecessary, leading to negative perceptions of app maintenance.
Notification Delays
Push notifications for transactions are delayed or inconsistent, causing users to miss real-time alerts for purchases. This undermines the app's utility in monitoring account activity and ensuring security.
Travel Booking Frustrations
The app's travel booking feature is cumbersome, with slow performance and frequent logouts, making it nearly unusable for users. This poor functionality discourages users from utilizing Amex's travel services.
Two-Factor Authentication Hassles
Two-factor authentication is overly aggressive, requiring verification codes at every login despite selecting 'remember this device'. This redundancy frustrates users and complicates access.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app logs me out every 5 minutes due to 'inactivity' even when I'm actively using it. This makes it impossible to book travel or complete any task that takes more than a few minutes.
A Google user
Week of May 26th, 2025
The app's biometric login is broken and constantly requires me to enter my password, which is frustrating. It used to work fine, but now it's a hassle every time I try to log in.
A Google user
Week of May 26th, 2025
The app is great for managing my credit card account, but it lacks features like viewing savings account transactions or making transfers, which is inconvenient when I'm on the go.
A Google user
Week of May 26th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app logs me out every 5 minutes due to 'inactivity' even when I'm actively using it. This makes it impossible to book travel or complete any task that takes more than a few minutes.
Candice Wu
App Store
The app's biometric login is broken and constantly requires me to enter my password, which is frustrating. It used to work fine, but now it's a hassle every time I try to log in.
Kelly Williams
Google Play
The app is great for managing my credit card account, but it lacks features like viewing savings account transactions or making transfers, which is inconvenient when I'm on the go.
Koray Okumus
Google Play

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