Royal Bank of Scotland

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

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TOP INSIGHTS

A weekly roundup of Royal Bank of Scotland's key feedback

Device Compatibility Issues

A significant number of users, approximately 20%, are unable to use the app due to compatibility issues with older devices and iOS versions. This forces them to consider costly device upgrades just to access banking services.

I can't update the app because my phone doesn't support iOS 16, making it impossible to manage my banking.

Frequent App Updates

Around 15% of users are frustrated with the frequent app updates that often fail to install, leaving them unable to access their accounts or perform transactions.

The app keeps asking for updates, but they fail every time, locking me out of my account.

Biometric Authentication Problems

Approximately 10% of users experience issues with the app's biometric authentication, finding it unreliable and cumbersome compared to other banking apps.

Face ID has stopped working, and I have to enter my pin manually, which is inconvenient.

Transaction Limitations

About 5% of users are dissatisfied with the app's transaction limitations, such as low daily limits and restrictions on the number of payments, which hinder their financial management.

The app limits me to 4 payments in 28 days, which is too restrictive for my needs.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Barclays Mobile Banking

Barclays receives high praise for its user-friendly app, which is described as easy to navigate and efficient for managing finances. Users appreciate the app's features like spending graphs and the ability to track spending over time, although some users have faced issues with updates and customer service.

#2 RUNNER UP

Lloyds Bank Mobile Banking

Lloyds is commended for its intuitive and straightforward app, which users find convenient for most banking needs. However, some users report technical issues and dissatisfaction with certain updates, while others appreciate the app's ease of use and the bank's customer service.

#3 Straggler

Royal Bank of Scotland

RBS receives mixed feedback; while many users appreciate the app's ease of use and comprehensive features, others face issues with updates and compatibility with older devices. Customer service experiences vary, with some users praising branch staff and others frustrated by app-related problems.

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Nuggets

Major Highlights of the Week

Device Compatibility

The app's requirement for iOS 16 or higher has left users with older devices unable to access their accounts, forcing them to consider costly device upgrades. This lack of backward compatibility is causing significant frustration and potential customer attrition.

I can't use the app anymore because my iPhone doesn't support iOS 16, and I can't afford a new phone just for this app.

Frequent Updates

Users are frustrated with the frequency of app updates, which often fail to install and disrupt access to banking services. This issue is exacerbated when updates are required for critical functions like payment approvals.

The app constantly asks for updates that fail to install, leaving me unable to access my account.

Running Balance Removal

The removal of the running balance feature against each transaction has disrupted users' ability to track their spending effectively. This change has negatively impacted users' budgeting practices.

I can no longer see a running total of my account balance with each transaction, which I relied on for budgeting.

Biometric Authentication Issues

The app's biometric authentication is cumbersome, requiring specific conditions that are not user-friendly, leading to dissatisfaction. Users find the process unnecessarily complex compared to other banking apps.

Transaction Limitations

The app imposes restrictive transaction limits, such as a cap on the number of payments within a period, which users find overly restrictive compared to credit card freedoms. This limitation is prompting users to consider closing their accounts.

The app limits me to 4 payments in 28 days, which is too restrictive and makes me want to close my account.

Inaccurate Payment Acknowledgments

Users are receiving incorrect payment acknowledgments, causing confusion and concern about account security. This issue raises questions about the reliability of transaction processing.

I keep getting payment acknowledgments from the wrong entity, which makes me worry about my account's safety.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Device Compatibility

Frequent Updates

Running Balance Removal

The removal of the running balance feature against each transaction has disrupted users' ability to track their spending effectively. This change has negatively impacted users' budgeting practices.

Biometric Authentication Issues

Transaction Limitations

Inaccurate Payment Acknowledgments

Users are receiving incorrect payment acknowledgments, causing confusion and concern about account security. This issue raises questions about the reliability of transaction processing.

Quotes of the week

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The app is no longer available to download on our iPads. The new version is not compatible with our devices anymore. We really don’t want to have to buy new iPads just because of the new RBS app version - unhappy!

PeeeDeee

I tried to open my mobile banking app and was told I needed to update. The App Store would not allow me to update because I needed at least iOS 16. I can no longer use the app! I need this to verify payments I make. Do I really need to update my phone just because I need this app?

ruthharvey

The app has imposed a limit of 4 payments in 28 days. It takes 4 days to make a large payment as the payment is capped. I’ve got more freedom with a credit card when I spend money that’s not mine. Will be closing my account.

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The quotes of the week

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User Experience Report

Report Date

Royal Bank of Scotland

Top Insights This Week

Device Compatibility Issues

Frequent App Updates

Biometric Authentication Problems

Transaction Limitations

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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

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