NS&I

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

UNLOCK ALL INSIGHTS

All Insights

TOP INSIGHTS

A weekly roundup of NS&I's key feedback

Login Issues

A significant number of users experience problems logging into the app, with many reporting that the app gets stuck on the loading screen or repeatedly cycles through error messages. Approximately 30% of users seem to be affected by this issue.

The app never leaves the initial loading screen, even after reinstalling.

Limited Functionality

Users are frustrated by the app's inability to perform basic banking functions such as adding or withdrawing funds, which forces them to use the website instead. This issue affects around 25% of users.

I can't use the app to withdraw or add funds, making it nearly useless.

Message Access

The app lacks the ability to access secure messages, requiring users to log in via the website to view important communications. This inconvenience affects about 15% of users.

I have to use the web browser to access my secure messages, which is cumbersome.

Setup Difficulties

Some users face challenges during the initial setup process, such as issues with inputting account numbers or receiving verification codes, affecting approximately 10% of users.

I can't get past the 'get started' phase as the button won't take me any further.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Atom Bank

Atom Bank receives positive feedback for its user-friendly interface and innovative features, making it a favorite among tech-savvy users. Customers appreciate the seamless experience and the bank's commitment to digital banking.

#2 RUNNER UP

NS&I

NS&I receives mixed feedback, with users praising its security and comprehensive account information but criticizing the app's lack of functionality for transactions and frequent technical issues. Many users find the app cumbersome and unreliable, leading to frustration.

#3 Straggler

Marcus by Goldman Sachs

Marcus by Goldman Sachs has received significant criticism for its customer service and account management issues, with users reporting account lockouts and difficulties in accessing funds. Despite some users appreciating the app's simplicity, the negative experiences overshadow the positives.

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Nuggets

Major Highlights of the Week

Users experience persistent login failures, with the app either not loading past the initial screen or repeatedly cycling through error messages. This issue severely impacts user access and app usability.

The app never leaves the initial loading screen, even after reinstalling.

Transaction Limitations

The app lacks essential transaction functionalities such as adding or withdrawing funds, forcing users to rely on the website for these actions. This limitation diminishes the app's utility as a comprehensive financial tool.

I can't add money to my savings through the app, which is frustrating.

Secure Messaging

The app does not provide access to secure messages, requiring users to log in via the website to view important communications. This oversight complicates user interactions and reduces app convenience.

I have to use the web browser to access my secure messages, which is cumbersome.

Probate Issues

The app does not inform users about the probate implications of holding NS&I accounts, leading to unexpected legal and financial complications. This lack of transparency can cause significant distress during sensitive times.

My mother's estate had to go into probate due to her NS&I account, which was not disclosed upfront.

Setup Challenges

Users face difficulties during the initial setup, with issues such as unresponsive buttons and unrecognized inputs hindering account access. These setup barriers prevent users from fully utilizing the app.

I can't get past the 'get started' phase as the button won't take me any further.

App Crashes

Frequent app crashes and glitches disrupt user experience, with the app often returning to the home screen or failing to maintain session continuity. This instability undermines user confidence in the app's reliability.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Transaction Limitations

Secure Messaging

Probate Issues

Setup Challenges

App Crashes

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is really buggy, which is surprising for a government app. I was logged out and since then, could never log back in: it’d put me through a cycle of successfully verifying Face ID then taking me to a screen that says something along the lines of 'we’ve had to log you out - log back in?'.

JTD96

The app doesn't give you access to secure messages. You have to log in using the web browser.

Andy Ilfracombe

I can log in and view my account but I cannot add money. Is there no pre-release functionality check on this app?

pickinfan

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

The app doesn't give you access to secure messages. You have to log in using the web browser.

Kelly Williams

Google Play

I can log in and view my account but I cannot add money. Is there no pre-release functionality check on this app?

Koray Okumus

Google Play

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User Experience Report

Report Date

NS&I

Top Insights This Week

Login Issues

Limited Functionality

Message Access

Setup Difficulties

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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