TSB 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 TSB Mobile Banking's key feedback

App Crashes

A significant number of users report that the app crashes or fails to open, especially after updating to iOS 26. This issue affects approximately 10-15% of users, causing frustration and repeated reinstallations.

The app keeps crashing on startup after updating to iOS 26, making it unusable.

Transaction Search Bug

Users have identified a bug where the transaction search function defaults to an incorrect time period, rendering it ineffective. This issue impacts around 5% of users, particularly those using the 'Spend and Save' account.

The transaction search defaults to a wrong time period, making it impossible to find past transactions.

Cheque Deposit Camera

Some users are unable to activate the camera for cheque deposits, which is a critical feature for mobile banking. This problem affects about 3-5% of users, hindering their ability to deposit cheques conveniently.

The app does not activate the camera for cheque deposits, which is very inconvenient.

Fraud Alert Confusion

There is confusion and concern among users regarding fraud alerts, particularly with receiving approval requests for transactions on cancelled cards. This issue affects approximately 5% of users, leading to potential security concerns.

Receiving approval requests for transactions on cancelled cards is confusing and concerning.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Barclays Mobile Banking

Barclays Mobile Banking is highly praised for its user-friendly interface and comprehensive features, making it easy for users to manage their finances. Users appreciate the app's reliability and the ability to track spending with graphs and lists, although some have faced issues with updates and customer service.

#2 RUNNER UP

Lloyds Bank Mobile Banking

Lloyds Bank Mobile Banking receives positive feedback for its ease of use and comprehensive functionality, with users appreciating the app's reliability and customer service. However, some users have reported issues with updates and technical glitches, which can be frustrating.

#3 Straggler

TSB Mobile Banking

TSB Mobile Banking receives mixed feedback, with users praising its ease of use and helpful customer service, but also reporting issues with app stability and login problems. Some users express frustration with the lack of certain features like notifications and transaction search functionality.

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Nuggets

Major Highlights of the Week

Transaction Search Bug

The app's transaction search feature defaults to an incorrect time period, rendering searches invalid and frustrating users trying to locate specific transactions.

The search function defaults to a time period that makes searches invalid, causing frustration.

Cheque Deposit Issue

The app fails to activate the camera for cheque deposits, preventing users from utilizing this feature and causing inconvenience.

The app does not activate the camera for cheque deposits, making it unusable for this purpose.

Fraud Alert Confusion

Users receive payment approval requests for cancelled cards without card details, causing confusion and security concerns, leading some to consider switching banks.

Receiving approval requests for cancelled cards without card details is confusing and concerning.

iOS 26 Compatibility

The app frequently crashes or fails to open after updating to iOS 26, forcing users to repeatedly reinstall it, which disrupts their banking experience.

After updating to iOS 26, the app crashes and requires frequent reinstallation.

Face ID Redundancy

The app prompts for Face ID verification twice during login, unnecessarily complicating and slowing down the authentication process.

Notification Absence

The lack of transaction notifications frustrates users who expect real-time updates, a feature commonly available in other banking apps.

The absence of transaction notifications is frustrating compared to other banking apps.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Transaction Search Bug

The app's transaction search feature defaults to an incorrect time period, rendering searches invalid and frustrating users trying to locate specific transactions.

Cheque Deposit Issue

The app fails to activate the camera for cheque deposits, preventing users from utilizing this feature and causing inconvenience.

Fraud Alert Confusion

Users receive payment approval requests for cancelled cards without card details, causing confusion and security concerns, leading some to consider switching banks.

iOS 26 Compatibility

The app frequently crashes or fails to open after updating to iOS 26, forcing users to repeatedly reinstall it, which disrupts their banking experience.

Face ID Redundancy

The app prompts for Face ID verification twice during login, unnecessarily complicating and slowing down the authentication process.

Notification Absence

The lack of transaction notifications frustrates users who expect real-time updates, a feature commonly available in other banking apps.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is taking a while to load from the lockscreen. The sign-up process on the app is inconsistent, and it doesn't recognize that one can have two surnames without a dash. Also, the app is doing the Apple Face ID twice, which is confusing and slowing down the login process.

ls0424456

Dear Support; there is a critical bug that’s been introduced where you cannot search transactions on a current account. This appears to be when you do a search, the default time period is one day longer than it needs to be in order to be a valid search.

ionoro

Payment approval should, as a minimum, say which card is being used. Attempts to use cancelled cards should never be sent to me for approval, so why am I receiving them? This is worrying, and I'm now considering switching banks.

Deb2819

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The quotes of the week

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User Experience Report

Report Date

TSB Mobile Banking

Top Insights This Week

App Crashes

Transaction Search Bug

Cheque Deposit Camera

Fraud Alert Confusion

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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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