Barclays

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

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TOP INSIGHTS

A weekly roundup of Barclays's key feedback

Direct Debit Management

Users find it challenging to locate and manage direct debits within the app, which complicates their banking experience. Approximately 10% of users have expressed frustration with this feature.

It's extremely difficult to find and manage direct debits in the app.

Customer Service Access

The app's customer service options are limited, with users unable to access live chat or facing restricted phone support hours, affecting around 8% of users.

The app only offers phone support during office hours, and the live chat feature is missing.

App Setup Issues

Some users experience problems during the app setup process, such as being stuck at certain stages, impacting about 5% of users.

I got stuck at 60% during app setup because the NEXT button doesn't work.

Cheque Deposit Problems

The cheque deposit feature has degraded, with users struggling to get the app to recognize cheque outlines, affecting approximately 4% of users.

The cheque deposit feature has become unreliable, failing to recognize cheque outlines.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

HSBC UK Mobile Banking

HSBC receives high praise for its user-friendly and reliable app, with many users appreciating the ease of navigation and the helpful customer service. However, some users express frustration with the app's security measures and occasional technical issues.

#2 RUNNER UP

Barclays

Barclays app is generally well-received for its ease of use and comprehensive features, with many users finding it reliable and efficient. However, some users report issues with customer service and technical glitches, particularly with new account setups and app updates.

#3 Straggler

Lloyds Bank Mobile Banking

Lloyds Bank app is appreciated for its ease of use and comprehensive features, with many users finding it reliable and efficient. However, some users report issues with customer service and technical glitches, particularly with new account setups and app updates.

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Nuggets

Major Highlights of the Week

Direct Debit Navigation

Users find it difficult to locate and manage direct debits within the app, indicating a need for improved navigation and user interface design in this area.

It's super hard to find direct debits, and managing them is very complicated.

Business Card Visibility

Business account holders are unable to view their business cards in the app, while outdated personal cards remain visible, suggesting a need for better account management features.

None of our Business cards are on the App, except an old personal credit card that should not be visible.

Setup Process Issues

The app setup process is problematic, with users getting stuck at certain stages and buttons not functioning, highlighting a need for a more robust onboarding experience.

Stuck at 60% of the app setup, the NEXT button doesn’t work.

ISA Information Access

Users struggle to find details such as interest rates or expiry dates for rolled-over ISAs, indicating a need for clearer information presentation.

Impossible to find details like interest rate or expiry date of rolled-over ISA.

Chat Functionality Flaws

The chat feature is unreliable, with disappearing messages and missing notifications, which frustrates users and requires immediate attention to improve communication.

The chat functionality is half-baked with messages disappearing and push notifications not sent.

Jailbroken Device Error

Users are incorrectly receiving messages that the app does not support jailbroken devices, preventing access and indicating a need for accurate device status detection.

Every time I try to access the app, it says it's not supported on jailbroken devices, but my device isn't jailbroken.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Direct Debit Navigation

Users find it difficult to locate and manage direct debits within the app, indicating a need for improved navigation and user interface design in this area.

Business Card Visibility

Business account holders are unable to view their business cards in the app, while outdated personal cards remain visible, suggesting a need for better account management features.

Setup Process Issues

The app setup process is problematic, with users getting stuck at certain stages and buttons not functioning, highlighting a need for a more robust onboarding experience.

ISA Information Access

Users struggle to find details such as interest rates or expiry dates for rolled-over ISAs, indicating a need for clearer information presentation.

Chat Functionality Flaws

The chat feature is unreliable, with disappearing messages and missing notifications, which frustrates users and requires immediate attention to improve communication.

Jailbroken Device Error

Users are incorrectly receiving messages that the app does not support jailbroken devices, preventing access and indicating a need for accurate device status detection.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app only gives the option to call customer service. When you call the number at weekends, the recorded message says that phone lines are only open during office hours on weekdays, and to use the messaging feature in the app at other times. There currently is no messaging feature in the app!

Thatenglishfellow

I used to download transactions for all my accounts in one step. Now I have to spend a long time doing it account by account. A definite step backwards.

driver9993

The chat functionality is half-baked with messages disappearing and push notifications not sent. Sort it out as it’s super frustrating.

AlexanderSommer

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

I used to download transactions for all my accounts in one step. Now I have to spend a long time doing it account by account. A definite step backwards.

Kelly Williams

Google Play

The chat functionality is half-baked with messages disappearing and push notifications not sent. Sort it out as it’s super frustrating.

Koray Okumus

Google Play

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User Experience Report

Report Date

Barclays

Top Insights This Week

Direct Debit Management

Customer Service Access

App Setup Issues

Cheque Deposit Problems

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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

Start your 14-day free trial today

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