MBNA Mobile App

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 MBNA Mobile App's key feedback

Statement Access Issues

A significant number of users, approximately 30%, report being unable to view or download PDF statements, often encountering a spinning wheel that never resolves. This issue has persisted for weeks, causing frustration among users who rely on digital statements.

I can't download my statements; the app just spins and never loads them.

Login and Access Problems

Around 15% of users experience difficulties logging into the app, with some being locked out or facing repeated login loops. This issue undermines user confidence in the app's reliability and security.

The app keeps looping back to the login page, making it impossible to access my account.

Payment Processing Delays

Approximately 10% of users report issues with payment processing, including multiple attempts needed to complete a transaction. This can lead to user dissatisfaction and concerns about the app's efficiency.

It took me four attempts to make a payment through the app.

Technical Glitches and Crashes

About 20% of users mention frequent app crashes and technical glitches, such as the app freezing or not responding, especially after updates. These issues disrupt the user experience and lead to negative perceptions of the app's stability.

The app crashes instantly and has poor error handling, making it unreliable.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Capital One Mobile

Capital One Mobile receives high praise for its user-friendly interface and excellent customer service. Users appreciate the app's ease of use and the helpful reminders and information it provides to manage spending effectively. However, some users express frustration over the lack of Apple Pay integration.

#2 RUNNER UP

Chase Mobile

Chase Mobile is lauded for its intuitive design and comprehensive functionality, making it a favorite among users for managing banking tasks efficiently. The app's security features and ease of use are frequently highlighted, though some users report issues with app updates and specific functionalities like international transfers.

#3 Straggler

MBNA Mobile App

The MBNA Mobile App receives mixed feedback, with users appreciating its ease of use and efficient account management features. However, many users report persistent issues with accessing PDF statements and technical glitches following updates, leading to frustration and calls for improvements.

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Nuggets

Major Highlights of the Week

PDF Statement Access

Users are unable to download or view PDF statements, encountering a persistent loading issue that forces them to exit the app. This problem has persisted across multiple updates, significantly impacting user experience.

Attempting to view or download PDF statements results in a spinning wheel with no progress, forcing me to close the app.

The app frequently logs users out or loops back to the login page, undermining user confidence in data security and app reliability. This issue has been reported multiple times without resolution.

Interest Charges Confusion

Users are confused about unexpected interest charges despite making timely payments, leading to dissatisfaction and mistrust. This issue suggests a need for clearer communication regarding interest policies.

Despite making payments on time, I'm being charged interest without understanding why.

Virtual Assistant Inefficiency

The virtual assistant fails to provide effective support, often redirecting users back to it after long wait times, which frustrates users seeking help. This inefficiency highlights a gap in customer service.

The virtual assistant is ineffective, redirecting me back to it after long waits without resolving my issue.

Transaction Visibility

Recent transaction listings are poorly displayed, with truncated information that frustrates users trying to review their account activity. This issue calls for an improved user interface for transaction details.

Recent transactions are displayed with truncated information, making it difficult to review my account activity.

Technical Issues on Update

Recent app updates have introduced technical issues, such as app crashes and freezing, which degrade the overall user experience. These problems necessitate more rigorous testing before release.

Since the latest update, the app crashes and freezes, severely impacting usability.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

PDF Statement Access

The app frequently logs users out or loops back to the login page, undermining user confidence in data security and app reliability. This issue has been reported multiple times without resolution.

Interest Charges Confusion

Virtual Assistant Inefficiency

Transaction Visibility

Technical Issues on Update

Recent app updates have introduced technical issues, such as app crashes and freezing, which degrade the overall user experience. These problems necessitate more rigorous testing before release.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app was alright when it used to work. Try and login and it tells you your details are wrong, use the website with the same details and it logs in fine. Happened for months now. Avoid!

Big Dave 01

Since the latest update, the app wants to update your personal details but the drop down and updates don’t happen. The statements will not open and the app freezes.

What signal

The app is great when it works. Been hit with 'we are having technical issues please try again later' when trying to login. This has happened twice in last two weeks and the credit score bit has never worked for me.

Stappin78

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app was alright when it used to work. Try and login and it tells you your details are wrong, use the website with the same details and it logs in fine. Happened for months now. Avoid!

Candice Wu

App Store

Since the latest update, the app wants to update your personal details but the drop down and updates don’t happen. The statements will not open and the app freezes.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

MBNA Mobile App

Top Insights This Week

Statement Access Issues

Login and Access Problems

Payment Processing Delays

Technical Glitches and Crashes

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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