Starling Bank - 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

UNLOCK ALL INSIGHTS

All Insights

TOP INSIGHTS

A weekly roundup of Starling Bank - Mobile Banking's key feedback

Account Rejection

Some users experience frustration when their account applications are rejected without clear reasons, affecting approximately 5% of users. This lack of transparency in the application process can deter potential customers.

I tried to open a business account, but it was rejected without any explanation.

Feedback Requests

A small percentage of users, around 3%, find the frequent in-app feedback requests disruptive to their banking experience, as it interrupts their tasks.

I was repeatedly asked for feedback while trying to complete a transaction, which was very annoying.

Design Changes

The recent app redesign has not been well-received by some users, with about 4% expressing dissatisfaction with the new layout and aesthetics, feeling it detracts from the app's usability.

The new app design is terrible and has lost its sleek, modern feel.

Password Issues

Approximately 2% of users report issues with the app not recognizing their correct password, leading to time-consuming resets and a frustrating user experience.

Every time I try to make a transaction, the app says my password is incorrect, even though it's right.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Revolut

Revolut receives high praise for its ease of use, excellent exchange rates, and seamless international transactions. Users appreciate the app's functionality and the ability to manage multiple currencies, although some express frustration with customer support and dispute resolution.

#2 RUNNER UP

Starling Bank - Mobile Banking

Starling Bank is lauded for its user-friendly app, excellent customer service, and innovative features like Spaces for budgeting. However, some users criticize the recent app redesign and occasional account issues, but overall, it remains a favorite for its reliability and no overseas fees.

#3 Straggler

Monzo

Monzo is highly regarded for its intuitive app, early access to funds, and strong customer service. Users enjoy the budgeting tools and features like Pots, but some express dissatisfaction with account closures and the app's design, which they find cluttered with upsell prompts.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn more Book a call

Nuggets

Major Highlights of the Week

Account Rejection

Applicants for business accounts face rejection without clear reasons, causing frustration and wasted effort. This lack of transparency in the application process undermines user trust and satisfaction.

I uploaded a lot of information for a business account and got rejected without any real reason.

Persistent Feedback Requests

Users are repeatedly prompted for feedback within a short time frame, disrupting their banking activities. This aggressive feedback solicitation negatively impacts the user experience.

I was asked for feedback three times in quick succession, which was very annoying.

Rebrand Discontent

The recent app rebrand, including changes to the logo and color scheme, is unpopular with some users who prefer the previous design. This dissatisfaction may lead to users considering alternative banking options.

The new rebrand and color changes are terrible, and I'm thinking about switching banks.

Password Reset Frustration

Users experience repeated password reset prompts during transactions, leading to significant delays and frustration. This issue suggests a need for improved authentication processes.

Every transaction requires a password reset, turning a 5-minute task into a 30-minute ordeal.

Feature Removal

The removal of the ability to reorder Spaces has been a persistent inconvenience for users. Despite promises of a temporary change, the feature has not been reinstated, affecting user satisfaction.

Months after an update, we still can't reorder Spaces, which is frustrating.

Interface Design Issues

The app's interface design, such as the layout of transaction details, is not intuitive for some users. This lack of clarity in displaying essential information can hinder the user experience.

The new layout wastes space, with the balance taking up half the screen unnecessarily.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Account Rejection

Persistent Feedback Requests

Users are repeatedly prompted for feedback within a short time frame, disrupting their banking activities. This aggressive feedback solicitation negatively impacts the user experience.

Rebrand Discontent

Password Reset Frustration

Users experience repeated password reset prompts during transactions, leading to significant delays and frustration. This issue suggests a need for improved authentication processes.

Feature Removal

The removal of the ability to reorder Spaces has been a persistent inconvenience for users. Despite promises of a temporary change, the feature has not been reinstated, affecting user satisfaction.

Interface Design Issues

The app's interface design, such as the layout of transaction details, is not intuitive for some users. This lack of clarity in displaying essential information can hinder the user experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

I attempted to open a business account to handle a very small holiday rental business. Starling seemed perfect. I uploaded ridiculous amounts of information and had the application rejected without any real reason.

Lorconnor

Love using Starling Bank however the recent redesign of the Home Screen is terrible. The app has lost that sleek, modern design feel. I do hope the developers consider making the app look smart again.

Paul_2102

The app is irritating as for the last three months whenever I have to do a transaction it states my password is incorrect despite me knowing it is the correct one. The Helpdesk while friendly enough is not really much help. It should not be the case that you reset a password for each transaction.

Ug(h)

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to sales Get started

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Report Date

Starling Bank - Mobile Banking

Top Insights This Week

Account Rejection

Feedback Requests

Design Changes

Password Issues

Go from analysis to action-ready insights, fast.

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

Start your 14-day free trial

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