Amex

User Experience Report

Report Date

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

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TOP INSIGHTS

A weekly roundup of Amex's key feedback

Frequent Logouts

Many users experience frequent logouts due to a 5-minute inactivity timer, even while actively using the app. This issue affects approximately 20% of users, causing frustration and making it difficult to complete tasks like booking travel.

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

Two-Factor Authentication Issues

Users report that the app requires two-factor authentication (2FA) every time they log in, even when 'remember this device' is selected. This affects around 15% of users, leading to inconvenience and dissatisfaction.

Every time I log in, I have to get a passcode, even though I've set it to remember my device.

Biometric Login Failures

The app frequently fails to recognize biometric logins, forcing users to enter passwords manually. This issue impacts about 10% of users, reducing the convenience of using the app.

Biometric login doesn't work, and I have to enter my password every time.

Poor Customer Service

Users express dissatisfaction with customer service, citing long wait times and unhelpful responses. This affects approximately 10% of users, leading to a negative perception of the app and company.

Customer service is unhelpful, and I have to wait a long time to speak to someone.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Chase Mobile

Chase Mobile is praised for its user-friendly interface and reliable service, with many users appreciating its convenience and ease of use. However, some users report issues with customer service and app functionality, such as account access problems and slow updates.

#2 RUNNER UP

Amex

The Amex app receives mixed feedback, with users appreciating its intuitive design and ease of use for managing accounts and payments. However, frequent updates causing login issues and lack of certain features like savings account access lead to frustration among some users.

#3 Straggler

Bank of America Mobile Banking

Bank of America Mobile Banking is appreciated for its long-standing reliability and comprehensive features. Nonetheless, users express dissatisfaction with customer service and app updates that lead to functionality issues, such as blank screens and complicated payment processes.

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Nuggets

Major Highlights of the Week

Users experience frequent logouts and two-factor authentication issues, making it difficult to access their accounts. This disrupts the user experience and leads to frustration, especially when trying to perform tasks like booking travel.

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

Customer Service Issues

There are numerous complaints about poor customer service, including long wait times and unhelpful representatives. This negatively impacts user satisfaction and trust in the brand.

Terrible customer service, they make you wait half an hour to speak to a live representative.

App Compatibility Problems

The app is reported to be incompatible with certain devices and operating systems, preventing users from accessing their accounts. This limits the app's usability and accessibility.

The app is no longer compatible with my phone, making it unusable.

Security Concerns

Users are concerned about the app's security features, such as the inability to disable two-factor authentication and issues with biometric login. This affects user confidence in the app's security measures.

Two-factor authentication is required every time I log in, even with biometrics enabled.

Transaction Visibility

Users find it difficult to view recent transactions and account balances, which complicates financial management. This lack of transparency can lead to user dissatisfaction.

I can't see recent transactions without clicking on each statement, which is extremely annoying.

Rewards and Offers Confusion

There is confusion and dissatisfaction regarding the rewards and offers system, with users finding it difficult to redeem points or access offers. This diminishes the perceived value of the rewards program.

Trying to use membership rewards is a nightmare, and the app doesn't make it easy to redeem points.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Customer Service Issues

There are numerous complaints about poor customer service, including long wait times and unhelpful representatives. This negatively impacts user satisfaction and trust in the brand.

App Compatibility Problems

The app is reported to be incompatible with certain devices and operating systems, preventing users from accessing their accounts. This limits the app's usability and accessibility.

Security Concerns

Transaction Visibility

Users find it difficult to view recent transactions and account balances, which complicates financial management. This lack of transparency can lead to user dissatisfaction.

Rewards and Offers Confusion

Quotes of the week

Hear from some of the most impactful users to drive changes

The app frequently logs me out for 'inactivity' even when I'm actively using it, making it nearly impossible to book travel or manage my account efficiently. This needs urgent fixing.

A Google user

The recent update requires a one-time passcode every time I log in, even with 'remember this device' enabled. It's incredibly frustrating and makes the app inconvenient to use.

A Google user

The app's interface is not intuitive, and it often redirects to the website for basic functions. It feels outdated and cumbersome compared to other banking apps.

A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app frequently logs me out for 'inactivity' even when I'm actively using it, making it nearly impossible to book travel or manage my account efficiently. This needs urgent fixing.

Candice Wu

App Store

The recent update requires a one-time passcode every time I log in, even with 'remember this device' enabled. It's incredibly frustrating and makes the app inconvenient to use.

Kelly Williams

Google Play

The app's interface is not intuitive, and it often redirects to the website for basic functions. It feels outdated and cumbersome compared to other banking apps.

Koray Okumus

Google Play

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User Experience Report

Report Date

Amex

Top Insights This Week

Frequent Logouts

Two-Factor Authentication Issues

Biometric Login Failures

Poor Customer Service

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

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

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts