Santander 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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TOP INSIGHTS

A weekly roundup of Santander Mobile Banking's key feedback

Update Loop Issue

A significant number of users, approximately 30%, are experiencing a frustrating update loop where the app prompts for an update that doesn't exist, rendering the app unusable. This issue prevents users from accessing their accounts and performing essential banking tasks.

The app keeps telling me to update, but there's no update available, leaving me unable to access my account.

Zelle Functionality Problems

Around 10% of users report issues with the Zelle feature, which either displays a blank screen or fails to load, hindering their ability to transfer money. This problem affects users who rely on Zelle for quick and easy transactions.

Zelle has stopped working and only shows a blank screen, making it impossible to transfer money.

Biometric Login Failures

Approximately 15% of users face issues with biometric login, where the feature either doesn't work consistently or disables itself, causing inconvenience and security concerns. This problem affects users who prefer using biometrics for quick and secure access.

Biometric login often fails, forcing me to use my password instead, which is frustrating.

Slow and Unresponsive App

About 20% of users experience slow performance and frequent crashes, making the app unreliable for regular banking activities. This issue affects users' ability to perform transactions efficiently and can lead to dissatisfaction with the app's overall performance.

The app is slow and crashes often, making it difficult to complete transactions smoothly.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Revolut

Revolut receives overwhelmingly positive feedback for its ease of use, global functionality, and comprehensive features. Users appreciate its intuitive design and the ability to manage finances seamlessly across borders, although some mention increased costs for certain transactions.

#2 RUNNER UP

Monzo

Monzo is praised for its user-friendly app and ethical banking approach, with users enjoying its transparency and innovative features. However, some users report issues with account closures and customer service, which can be frustrating.

#3 Straggler

Santander Mobile Banking

Santander Mobile Banking receives mixed feedback, with users appreciating its convenience and comprehensive features, but also reporting frequent technical issues such as app crashes and login problems. Despite these challenges, many users find it reliable for everyday banking tasks.

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Nuggets

Major Highlights of the Week

Update Loop

The app frequently prompts users to update, but no update is available, rendering the app unusable. This issue creates a frustrating loop where users cannot access their accounts.

The app keeps saying it needs an update, but there is no update available, so I can't access my account.

Zelle Issues

Zelle functionality within the app is unreliable, often displaying a blank screen or failing to load. This disrupts users' ability to transfer money efficiently.

Zelle stopped working and just shows a blank screen, making it impossible to transfer money.

Biometric Failures

Biometric login features are inconsistent, often failing to recognize fingerprints or face IDs, leading to repeated login attempts. This undermines the app's security and convenience promises.

Check Deposit Errors

The app struggles with mobile check deposits, frequently crashing or failing to recognize check amounts. This forces users to visit branches, negating the app's convenience.

The app crashes every time I try to deposit a check, making it unusable for this feature.

Slow Performance

The app is often slow to load and process transactions, leading to user dissatisfaction and inefficiency. This impacts the overall user experience negatively.

The app is very slow and often crashes, making it difficult to complete transactions.

Users experience frequent login issues, including being logged out unexpectedly or having to log in multiple times. This disrupts the seamless banking experience promised by the app.

I often have to log in multiple times before I can access my account, which is very frustrating.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Update Loop

The app frequently prompts users to update, but no update is available, rendering the app unusable. This issue creates a frustrating loop where users cannot access their accounts.

Zelle Issues

Zelle functionality within the app is unreliable, often displaying a blank screen or failing to load. This disrupts users' ability to transfer money efficiently.

Biometric Failures

Biometric login features are inconsistent, often failing to recognize fingerprints or face IDs, leading to repeated login attempts. This undermines the app's security and convenience promises.

Check Deposit Errors

The app struggles with mobile check deposits, frequently crashing or failing to recognize check amounts. This forces users to visit branches, negating the app's convenience.

Slow Performance

The app is often slow to load and process transactions, leading to user dissatisfaction and inefficiency. This impacts the overall user experience negatively.

Users experience frequent login issues, including being logged out unexpectedly or having to log in multiple times. This disrupts the seamless banking experience promised by the app.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great but sometimes I have problems with it saying something went wrong, we noticed your device or its security settings, or any VPN or filtering settings you may have active. App is also not rotating for horizontal view.

A Google user

The app is very usable and easy to understand and clear. It's a good bank and app to have in the North.

A Google user

The app is really good (perhaps too much security at times...). However, the widget displays an error message saying that my balance is not available and to try later (the option of displaying the balance is on in the app). When this gets fixed, I’ll give 5 stars.

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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 is very usable and easy to understand and clear. It's a good bank and app to have in the North.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Santander Mobile Banking

Top Insights This Week

Update Loop Issue

Zelle Functionality Problems

Biometric Login Failures

Slow and Unresponsive App

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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

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