NatWest Mobile Banking

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 NatWest Mobile Banking's key feedback

Biometric Issues

Users experience frequent issues with biometric authentication, such as Face ID not working properly, leading to repeated app setup. Approximately 10% of users report this problem.

The app often fails to recognize my face, forcing me to set it up multiple times.

Transaction Visibility

The removal of the feature showing account balance after each transaction has frustrated users who rely on it for budgeting. This affects about 15% of users.

I miss the feature that showed my balance after each transaction, which was crucial for tracking my spending.

Device Compatibility

The app's requirement for the latest OS versions excludes users with older devices, causing dissatisfaction among approximately 8% of users.

I can't use the app on my older iPad because it doesn't support the latest OS, forcing me to consider other banking options.

Customer Support Frustrations

Users find the app's support structure inadequate, with limited options to report issues and poor response times, affecting around 12% of users.

The app's support is frustratingly limited, making it hard to report problems effectively.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Lloyds Bank Mobile Banking

Lloyds Bank Mobile Banking app is praised for its user-friendly interface and comprehensive features, making it easy for users to manage their accounts and perform transactions. However, some users have reported technical issues and find the app's promotional notifications intrusive.

#2 RUNNER UP

Barclays Mobile Banking

Barclays Mobile Banking app is highly regarded for its ease of use and reliability, with users appreciating its smooth functionality and helpful features for managing finances. Despite this, some users have experienced technical glitches and issues with customer service.

#3 Straggler

NatWest Mobile Banking

NatWest Mobile Banking app receives mixed feedback, with users appreciating its comprehensive features and ease of use for everyday banking. However, there are complaints about technical issues, lack of customer support, and dissatisfaction with recent updates that have removed useful features.

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Nuggets

Major Highlights of the Week

Biometric Issues

Users face persistent issues with biometric authentication, leading to repeated app setup processes. This disrupts user experience and hinders seamless access to app features.

I had to set up the app three times before it recognized my face for authentication.

Transaction Visibility

The removal of the running balance feature after each transaction has frustrated users who rely on it for budgeting and financial tracking. This change reduces transparency and complicates financial management.

I used to see my balance after each transaction, which helped me track my spending, but now it's gone.

Device Compatibility

The app's requirement for the latest OS versions excludes users with older devices, forcing them to consider costly upgrades. This limits accessibility and may drive users to alternative banking solutions.

My iPad can't run the latest iOS, so I'm stuck in an update loop and can't use the app.

Payment Alerts

Users report that balance alerts and direct debit notifications have stopped working, causing stress and financial mismanagement. This inconsistency in alert functionality affects joint account holders differently.

Balance alerts have stopped working for me, but my husband still receives them on our joint account.

App Navigation

The app's navigation and user interface changes have made it difficult for users to perform basic tasks like viewing payment dates and managing transactions. This complexity diminishes user satisfaction and usability.

I can't find payment dates anymore, making it hard to manage my finances.

Customer Support

The app's reliance on automated support systems like 'CORA' limits users' ability to report specific issues, leading to frustration and consideration of switching banks. This lack of personalized support undermines customer trust.

CORA doesn't let me report app-specific problems, and I'm now considering leaving NatWest.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Biometric Issues

Users face persistent issues with biometric authentication, leading to repeated app setup processes. This disrupts user experience and hinders seamless access to app features.

Transaction Visibility

Device Compatibility

Payment Alerts

App Navigation

Customer Support

Quotes of the week

Hear from some of the most impactful users to drive changes

When it works the app is fantastic, but the biometric login is unreliable, causing frequent setup issues. I had to set up the app three times before it accepted my FaceID.

Cray2k

The app lost the running total feature in the transactions section, which was crucial for tracking my spending. Please bring it back as it helped me manage my budget effectively.

All-about-eve

The iPad app is locked to landscape mode, making it difficult to use naturally and ignoring accessibility needs. This design decision is frustrating and limits usability.

ghostmoki

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The quotes of the week

Hear from some of the most impactful users to drive changes

When it works the app is fantastic, but the biometric login is unreliable, causing frequent setup issues. I had to set up the app three times before it accepted my FaceID.

Candice Wu

App Store

The app lost the running total feature in the transactions section, which was crucial for tracking my spending. Please bring it back as it helped me manage my budget effectively.

Kelly Williams

Google Play

The iPad app is locked to landscape mode, making it difficult to use naturally and ignoring accessibility needs. This design decision is frustrating and limits usability.

Koray Okumus

Google Play

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User Experience Report

Report Date

NatWest Mobile Banking

Top Insights This Week

Biometric Issues

Transaction Visibility

Device Compatibility

Customer Support Frustrations

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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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Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

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