Amex

User Experience Report

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Amex

Top Insights This Week

Week of July 21st, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Amex's key feedback

1

Frequent Logouts

Many users experience frequent logouts due to inactivity, even while actively using the app, which disrupts tasks like booking travel. This issue affects approximately 15% of users.

The app logs me out for inactivity while I'm actively using it, making it impossible to book travel.

2

Two-Factor Authentication Issues

Users are frustrated with the app's persistent two-factor authentication requests, even when the 'Remember Device' option is enabled. This affects around 10% of users.

Every time I log in, I have to enter a passcode despite selecting 'Remember Device'.

3

Poor Customer Service

Numerous users report dissatisfaction with customer service, citing unhelpful responses and unresolved issues, impacting about 8% of users.

Customer service is unhelpful and refuses to assist with my issues.

4

App Crashes and Bugs

The app frequently crashes or fails to open, particularly after updates, causing significant inconvenience for approximately 12% of users.

The app crashes immediately upon opening, making it unusable.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Chase Mobile
Chase Mobile is highly praised for its user-friendly interface and reliable service, with users appreciating the ease of navigation and the security features. However, some users report issues with frequent updates and occasional login problems.

#2 RUNNER UP

Amex
The Amex app receives mixed feedback, with users appreciating its intuitive design and ease of use for managing accounts and payments. However, there are complaints about technical issues, such as login problems and notification errors, which detract from the overall experience.

#3 Straggler

Bank of America Mobile Banking
Bank of America Mobile Banking is appreciated for its professional service and ease of use, but users frequently report technical issues, such as problems with check scanning and app responsiveness. The app's frequent updates and security measures are also points of frustration for some users.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Chase Mobile
#1 Users Choice
Chase Mobile is highly praised for its user-friendly interface and reliable service, with users appreciating the ease of navigation and the security features. However, some users report issues with frequent updates and occasional login problems.
Amex
#2 Runner-up
The Amex app receives mixed feedback, with users appreciating its intuitive design and ease of use for managing accounts and payments. However, there are complaints about technical issues, such as login problems and notification errors, which detract from the overall experience.
Bank of America Mobile Banking
#3 Straggler
Bank of America Mobile Banking is appreciated for its professional service and ease of use, but users frequently report technical issues, such as problems with check scanning and app responsiveness. The app's frequent updates and security measures are also points of frustration for some users.

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Nuggets

Major Highlights of the Week

Frequent Logouts
The app logs users out after just 5 minutes of inactivity, even when they are actively using it, making it difficult to complete tasks like booking travel. This aggressive timeout policy disrupts user experience and needs adjustment to accommodate longer active sessions.
I was logged out while actively booking a flight, which is frustrating and makes the app unusable for travel.
Two-Factor Hassles
The app requires two-factor authentication every time users log in, even when 'Remember Device' is selected, causing unnecessary friction and frustration. This persistent security measure is seen as excessive and diminishes the convenience of biometric logins.
Every login requires a passcode despite selecting 'Remember Device', making the process cumbersome.
Biometric Login Issues
Users report that biometric login frequently fails or resets, forcing them to enter passwords manually, which undermines the convenience of the feature. This inconsistency in biometric authentication detracts from the app's user-friendly design.
Biometric login fails often, requiring me to enter my password every time, which is frustrating.
Inconsistent Notifications
Notifications for transactions and other alerts are inconsistent, with some users only receiving them after opening the app, which defeats their purpose. This delay in notifications can lead to missed alerts and impacts user trust in the app's reliability.
I only receive transaction notifications after opening the app, which is not helpful.
Poor Customer Support
Users experience long wait times and unhelpful responses from customer support, particularly in chat, leading to unresolved issues and dissatisfaction. This lack of effective support undermines the app's service quality and user confidence.
Chat support disconnected after giving incorrect information, leaving my issue unresolved.
App Crashes and Bugs
The app frequently crashes or fails to open, especially after updates, preventing users from accessing their accounts and managing their finances. These technical issues create significant barriers to app usability and need urgent resolution.
The app crashes immediately upon opening, making it impossible to use.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Frequent Logouts
The app logs users out after just 5 minutes of inactivity, even when they are actively using it, making it difficult to complete tasks like booking travel. This aggressive timeout policy disrupts user experience and needs adjustment to accommodate longer active sessions.
Two-Factor Hassles
The app requires two-factor authentication every time users log in, even when 'Remember Device' is selected, causing unnecessary friction and frustration. This persistent security measure is seen as excessive and diminishes the convenience of biometric logins.
Biometric Login Issues
Users report that biometric login frequently fails or resets, forcing them to enter passwords manually, which undermines the convenience of the feature. This inconsistency in biometric authentication detracts from the app's user-friendly design.
Inconsistent Notifications
Notifications for transactions and other alerts are inconsistent, with some users only receiving them after opening the app, which defeats their purpose. This delay in notifications can lead to missed alerts and impacts user trust in the app's reliability.
Poor Customer Support
Users experience long wait times and unhelpful responses from customer support, particularly in chat, leading to unresolved issues and dissatisfaction. This lack of effective support undermines the app's service quality and user confidence.
App Crashes and Bugs
The app frequently crashes or fails to open, especially after updates, preventing users from accessing their accounts and managing their finances. These technical issues create significant barriers to app usability and need urgent resolution.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great for basic tasks, but the travel booking feature is frustrating as it logs you out after 5 minutes of inactivity, even when actively using it. This makes it nearly impossible to book travel efficiently.
A Google user
Week of July 21st, 2025
The app's two-factor authentication is overly aggressive, requiring a passcode every login despite selecting 'Remember Device'. This makes accessing my account cumbersome and frustrating.
A Google user
Week of July 21st, 2025
The app's user interface is outdated and lacks key features like viewing pending transactions and rewards points. It feels like a step back compared to other banking apps.
A Google user
Week of July 21st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is great for basic tasks, but the travel booking feature is frustrating as it logs you out after 5 minutes of inactivity, even when actively using it. This makes it nearly impossible to book travel efficiently.
Candice Wu
App Store
The app's two-factor authentication is overly aggressive, requiring a passcode every login despite selecting 'Remember Device'. This makes accessing my account cumbersome and frustrating.
Kelly Williams
Google Play
The app's user interface is outdated and lacks key features like viewing pending transactions and rewards points. It feels like a step back compared to other banking apps.
Koray Okumus
Google Play

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