Amex

User Experience Report

Week of April 22nd, 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

Helps you understand what matters most

Unlock all insightsSign in

Join our next webinar, no camera needed

Amex

Top Insights This Week

Week of April 22nd, 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
Sign In
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Amex's key feedback

1

Frequent Logouts

Many users experience frequent logouts due to 'inactivity' even while actively using the app, disrupting tasks like booking travel. This issue affects approximately 15% of users, causing frustration and inefficiency.

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 report that biometric login frequently fails or resets, forcing them to enter passwords repeatedly. This affects around 10% of users, leading to inconvenience and dissatisfaction with the app's security features.

Biometric login is broken; I have to enter my password every time despite setting up fingerprint access.

3

Two-Factor Authentication Frustrations

The app's two-factor authentication is overly persistent, requiring verification codes at every login despite selecting 'remember this device.' This affects about 12% of users, causing annoyance and hindering quick access.

2FA prompts me every time I log in, even though I've enabled 'remember this device.'

4

Poor Customer Service

Several users express dissatisfaction with customer service, citing unhelpful responses and unresolved issues. This affects approximately 8% of users, leading to a negative perception of Amex's support.

Customer service is unhelpful; they didn't resolve my issue and kept passing me around.

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.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

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.
Every time I try to book travel, the app logs me out for inactivity, even though I'm actively using it.
Biometric Issues
Biometric login frequently fails, requiring users to enter passwords repeatedly, which is cumbersome and undermines the convenience of the feature. This issue persists despite users enabling biometric authentication.
Biometric login is broken; I have to enter my password every time despite setting up fingerprint access.
Two-Factor Frustration
Two-factor authentication (2FA) is overly intrusive, requiring verification every login despite selecting 'remember this device', leading to user frustration. This persistent requirement diminishes the app's usability.
2FA prompts every login even with 'remember device' enabled, making it a hassle to use the app.
Notification Delays
Push notifications for transactions and alerts are delayed or inconsistent, causing users to miss timely updates. This inconsistency in notifications affects users' ability to monitor account activity effectively.
Notifications for purchases are delayed, sometimes arriving hours after the transaction.
Interface Confusion
The app's interface changes have made it difficult to find basic information like available credit and due dates, requiring multiple clicks. This design choice complicates navigation and user understanding.
Available credit is no longer on the main page, requiring extra steps to find it.
Customer Service Gaps
Users report poor customer service experiences, including unhelpful responses and unresolved issues, which erode trust. This lack of effective support is a significant pain point for users seeking assistance.
Customer service was unhelpful and didn't resolve my issue, leading to frustration.
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 is cumbersome and undermines the convenience of the feature. This issue persists despite users enabling biometric authentication.
Two-Factor Frustration
Two-factor authentication (2FA) is overly intrusive, requiring verification every login despite selecting 'remember this device', leading to user frustration. This persistent requirement diminishes the app's usability.
Notification Delays
Push notifications for transactions and alerts are delayed or inconsistent, causing users to miss timely updates. This inconsistency in notifications affects users' ability to monitor account activity effectively.
Interface Confusion
The app's interface changes have made it difficult to find basic information like available credit and due dates, requiring multiple clicks. This design choice complicates navigation and user understanding.
Customer Service Gaps
Users report poor customer service experiences, including unhelpful responses and unresolved issues, which erode trust. This lack of effective support is a significant pain point for users seeking assistance.

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 booking travel or doing anything that takes time impossible. Please fix this frustrating user experience.
A Google user
Week of April 22nd, 2025
The app is easy to use and navigate, but the recent update removed access to my savings account. I hope future updates restore this feature.
A Google user
Week of April 22nd, 2025
I constantly have to reset my password and Face ID. It’s a daily pain. I just cancelled my platinum card. Taking my business to an entity that has quality.
NashvilleLawyer
Week of April 22nd, 2025

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.
Chat to sales
Get started

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 booking travel or doing anything that takes time impossible. Please fix this frustrating user experience.
Candice Wu
App Store
The app is easy to use and navigate, but the recent update removed access to my savings account. I hope future updates restore this feature.
Kelly Williams
Google Play
I constantly have to reset my password and Face ID. It’s a daily pain. I just cancelled my platinum card. Taking my business to an entity that has quality.
Koray Okumus
Google Play

Discover Anecdote’s all-in-one customer experience platform

Feedback Search
AI Tagging & Prioritization
Surveys
Reports
Competitor Analysis
Feedback Alerts

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore
Anecdote logo
US flag
Palo Alto, California, USA
System normal
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
GDPR badgeAICPA badge
© Copyright 2025 Anecdote
About
Integrations
T&Cs
Security
Privacy policy

14 day free trial of paid features

⁠Migrate your feedback in one-click