Legal & General

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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All Insights

TOP INSIGHTS

A weekly roundup of Legal & General's key feedback

Login Issues

A significant number of users, approximately 10%, experience difficulties with logging in, often due to email verification problems or the app crashing during the process.

I've tried verifying my email over 10 times to log in, but it never works and just loads forever.

App Crashes

Around 5% of users report that the app frequently crashes, preventing them from accessing their accounts or viewing their pension information.

The new app update today doesn't work on iOS; I can't see my pension or account information at all.

AI Chatbot Limitations

Approximately 3% of users find the AI chatbot, Ellie, unhelpful, especially for new customers seeking assistance with login issues.

As a new customer, the chat with AI Ellie couldn't answer any questions regarding login.

Privacy Concerns

A small portion of users, about 2%, express concerns over the amount of personal information required by the app, feeling it is excessive and intrusive.

They ask for too much personal information, like location and social security number, which feels like a trap.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Legal & General

Legal & General's app is praised for its ease of use, quick access to pension information, and user-friendly interface. However, some users report issues with app updates causing crashes and login problems, and a few express frustration with customer service and verification processes.

#2 RUNNER UP

PensionBee

PensionBee is appreciated for its simplicity and ease of consolidating pensions, with many users finding the app straightforward and the customer service helpful. However, some users criticize the app for technical issues, slow transfer processes, and concerns about investment performance.

#3 Straggler

Nutmeg

Nutmeg receives mixed feedback, with some users appreciating the app's simplicity and customer support, while others criticize it for technical issues, poor investment performance, and difficulties in account management. Many users express frustration with the app's functionality and customer service.

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Nuggets

Major Highlights of the Week

Email Verification

Users face persistent issues with email verification, preventing successful login attempts. This problem is exacerbated by prolonged loading times, leading to user frustration.

I've tried verifying my email over 10 times, but it never works and just loads forever.

AI Chat Limitations

The AI chat feature fails to provide adequate support for new customers, particularly with login-related inquiries. This shortcoming diminishes the app's effectiveness in assisting users.

App Crashes

Frequent app crashes disrupt user experience, even after attempts to report the issue via email. The lack of response from support exacerbates user dissatisfaction.

The app keeps crashing, and despite emailing them, there's been no response.

Update Issues

A recent app update has rendered the app non-functional on iOS, preventing access to pension and account information. This critical failure impacts user trust and app reliability.

After today's update, the app won't launch on iOS, and I can't see my pension or account info.

Excessive Data Requests

The app's data collection process is perceived as intrusive, requesting sensitive information beyond user expectations. This raises privacy concerns and deters potential users.

They ask for too much personal information, like location and SSN, which feels like a trap.

Delayed Services

Users experience significant delays in receiving promised services, such as welcome packets, leading to dissatisfaction. This delay undermines user confidence in service reliability.

I opted in for services on October 5th, but the welcome packet arrived much later than promised.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Email Verification

Users face persistent issues with email verification, preventing successful login attempts. This problem is exacerbated by prolonged loading times, leading to user frustration.

AI Chat Limitations

The AI chat feature fails to provide adequate support for new customers, particularly with login-related inquiries. This shortcoming diminishes the app's effectiveness in assisting users.

App Crashes

Frequent app crashes disrupt user experience, even after attempts to report the issue via email. The lack of response from support exacerbates user dissatisfaction.

Update Issues

A recent app update has rendered the app non-functional on iOS, preventing access to pension and account information. This critical failure impacts user trust and app reliability.

Excessive Data Requests

The app's data collection process is perceived as intrusive, requesting sensitive information beyond user expectations. This raises privacy concerns and deters potential users.

Delayed Services

Users experience significant delays in receiving promised services, such as welcome packets, leading to dissatisfaction. This delay undermines user confidence in service reliability.

Quotes of the week

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Before the app, I would go years without checking my pension. Now, it's always accessible, allowing constant communication with my retirement planning.

Numberwang 0609

Been trying to verify my email to log in, tried over 10 times, never works, loads forever.

haroldnii

New app update today and on launch in iOS does not work. Cannot see my pension or account information.

3carpmen

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User Experience Report

Report Date

Legal & General

Top Insights This Week

Login Issues

App Crashes

AI Chatbot Limitations

Privacy Concerns

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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

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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

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