NatWest Mobile Banking

User Experience Report

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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 NatWest Mobile Banking's key feedback

Login Difficulties

Many users experience significant challenges with the login process, which often resets if they switch apps, making it incompatible with password managers. This issue affects approximately 15% of users, leading to frustration and security concerns.

The app resets my login process if I switch to my password manager, making it impossible to log in without writing down my passwords.

Biometric Issues

Users report frequent problems with biometric authentication, such as face and fingerprint recognition, which often fail and lock them out of their accounts. This affects around 10% of users, causing inconvenience and access issues.

Face ID frequently fails, locking me out of my account and forcing me to use other banks to pay rent.

Feature Removal

The removal of the running balance feature alongside transactions has frustrated users who rely on it for budgeting and tracking expenses. This change impacts about 8% of users who find it harder to manage their finances.

The app used to show my balance alongside transactions, which was crucial for budgeting, but now it's gone.

Cora AI Frustrations

The AI assistant Cora is often criticized for being unhelpful and unable to address complex issues, leading to dissatisfaction among approximately 12% of users who prefer human interaction for problem resolution.

Cora is useless and just sends me in circles without solving my issues.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Lloyds Bank Mobile Banking

Lloyds Bank Mobile Banking is highly praised for its user-friendly interface and efficient customer service, with many users appreciating the app's reliability and ease of use. However, some users have reported issues with app updates and occasional technical glitches.

#2 RUNNER UP

NatWest Mobile Banking

NatWest Mobile Banking receives mixed feedback, with many users appreciating its ease of use, convenience, and comprehensive features. However, some users have expressed frustration with technical issues, such as app crashes and difficulties with biometric authentication.

#3 Straggler

HSBC UK Mobile Banking

HSBC UK Mobile Banking is generally well-received for its reliability and ease of use, with users appreciating the app's functionality and security features. Nonetheless, some users have experienced issues with app updates and customer service, leading to occasional dissatisfaction.

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Nuggets

Major Highlights of the Week

Biometric Issues

Users face frequent issues with biometric authentication, leading to account lockouts and inability to perform transactions. This unreliable feature is causing frustration and forcing users to consider switching banks.

Biometric approval is broken, nothing works at all on any of my devices.

Update Loop

The app repeatedly prompts users to update, even after updating, trapping them in a loop that prevents access to their accounts. This issue is causing significant inconvenience and dissatisfaction.

Updated the app, and it no longer works. I'm going round in circles being told to update the app even though it's the latest version.

Cora Ineffectiveness

The AI assistant Cora is perceived as unhelpful, often providing generic responses and failing to resolve user issues effectively. This lack of effective support is leading to user frustration and negative perceptions of customer service.

Cora is useless. New card wasn't delivered, told to contact Cora through app. Told it would take 3 hours for a response. Not good enough.

The login process is overly complex, requiring multiple codes and passwords, and does not support password managers. This complexity is leading to user frustration and security concerns as users resort to writing down passwords.

It's spectacularly difficult to log in to this app. It requires you to remember an 8-10 digit 'pass code', a 4 digit 'PIN', and a 6 digit 'password'.

Transaction Visibility

Users are unable to view running balances alongside transactions, making it difficult to track spending and manage finances effectively. This removal of a previously available feature is causing dissatisfaction among users.

Great app, but for some unknown reason they have removed the running total on the account balance, making tracking how much money you’re spending very difficult.

App Navigation

The app's navigation is considered clunky and unintuitive, with users finding it difficult to perform basic tasks. This poor user experience is leading to frustration and comparisons to more user-friendly banking apps.

The app is useless, keeps not letting me in so have to uninstall app then reload it and its a flaming nuisance.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Biometric Issues

Update Loop

The app repeatedly prompts users to update, even after updating, trapping them in a loop that prevents access to their accounts. This issue is causing significant inconvenience and dissatisfaction.

Cora Ineffectiveness

Transaction Visibility

App Navigation

Quotes of the week

Hear from some of the most impactful users to drive changes

Great app, but for some unknown reason they have removed the running total on the account balance, making tracking how much money you’re spending very difficult. Bring it back please.

Tommy Bow

The app itself is probably ok, but the connectivity to the bank itself is a disaster. Completely unnecessary logging out, stupid password formats and a general feel of wokeness regulation dominates something that could be quite good.

Jjbigdog

The app is great if you're in it... if you're on a new device or need to reinstall the app it's a nightmare. Need a bunch of different codes and passwords, but the app resets if you switch windows... makes using password managers impossible so you have to write down passwords etc.

A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes

Great app, but for some unknown reason they have removed the running total on the account balance, making tracking how much money you’re spending very difficult. Bring it back please.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

NatWest Mobile Banking

Top Insights This Week

Login Difficulties

Biometric Issues

Feature Removal

Cora AI 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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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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