Atom bank

User Experience Report

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Atom bank

Top Insights This Week

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 Atom bank's key feedback

1

Technical Issues

Many users report technical issues such as app crashes, login problems, and server connection errors, affecting approximately 20% of users. These issues hinder the app's usability and reliability, causing frustration among customers.

I can't open the app as it keeps crashing and won't let me log in.

2

Open Banking Absence

A significant number of users, around 15%, express dissatisfaction with the lack of open banking integration, which prevents them from managing all their finances in one place. This feature is crucial for effective financial planning and is expected by modern banking customers.

I can't link my Atom account to my budgeting app, which is frustrating for managing my finances.

3

Face ID and Orientation Issues

Approximately 10% of users experience problems with Face ID setup and app orientation, particularly on newer devices. This affects the app's accessibility and ease of use, leading to a cumbersome user experience.

The app forces portrait mode for Face ID, making it difficult to use on my new iPad.

4

Interest Rate Changes

Some users, about 5%, are unhappy with sudden changes in interest rates after opening accounts, which they perceive as misleading and unfair. This affects trust and satisfaction with the bank's services.

I opened an account for a good rate, but it dropped immediately after I deposited money.

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 seamless international transactions, user-friendly interface, and robust security features. Users appreciate the app's convenience and cost-effectiveness, especially for global use, although some have faced issues with customer service and account access.

#2 RUNNER UP

Starling Bank
Starling Bank is lauded for its user-friendly app and excellent customer service, with many users finding it reliable and innovative. However, some users have faced limitations with international transactions and withdrawal limits, which can be inconvenient for frequent travelers.

#3 Straggler

Atom bank
Atom Bank receives mixed feedback, with users appreciating its ease of use and competitive interest rates, but some express dissatisfaction with connectivity issues and customer service. The app is generally seen as a good option for savings, though improvements in service reliability are needed.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Revolut
#1 Users Choice
Revolut receives high praise for its seamless international transactions, user-friendly interface, and robust security features. Users appreciate the app's convenience and cost-effectiveness, especially for global use, although some have faced issues with customer service and account access.
Starling Bank
#2 Runner-up
Starling Bank is lauded for its user-friendly app and excellent customer service, with many users finding it reliable and innovative. However, some users have faced limitations with international transactions and withdrawal limits, which can be inconvenient for frequent travelers.
Atom bank
#3 Straggler
Atom Bank receives mixed feedback, with users appreciating its ease of use and competitive interest rates, but some express dissatisfaction with connectivity issues and customer service. The app is generally seen as a good option for savings, though improvements in service reliability are needed.

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Nuggets

Major Highlights of the Week

Delayed Login Codes
Login codes sent via email are experiencing significant delays, taking several minutes to arrive, which disrupts user access to the app. This delay in receiving login codes can hinder the user experience, especially when accessing the app from multiple devices.
The login code for my second device took a long time to arrive via email.
Rate Drop Concerns
Users are frustrated with sudden interest rate drops immediately after depositing money, which affects their trust in the bank's stability and transparency. This unexpected change in rates can lead to dissatisfaction and a perception of unfairness.
After opening an account and depositing money, the interest rate was suddenly reduced.
Face ID Setup Issues
The app's Face ID setup process is unreliable, forcing users to resort to alternative login methods like codes or voice, which can be less convenient. This inconsistency in biometric authentication can lead to user frustration and decreased app usability.
Face ID setup failed repeatedly, so I had to use a code or voice instead.
Connected Account Errors
Technical issues prevent users from changing their connected accounts, causing significant delays in money transfers and eroding trust in the bank's digital capabilities. This problem highlights a critical gap in the app's account management functionality.
I cannot change my connected account or transfer money due to a technical issue.
Open Banking Absence
The lack of open banking integration limits users' ability to manage all their financial accounts in one place, impacting their financial planning and overall app satisfaction. This missing feature is crucial for users who rely on comprehensive financial management tools.
Landscape Mode Missing
The app's lack of landscape mode on iPads makes it difficult to use, especially for devices with horizontally positioned cameras, affecting the user experience. This limitation can be particularly frustrating for users who prefer or require landscape orientation for accessibility.
The app is unusable on iPads due to the lack of landscape mode, making Face ID setup difficult.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Delayed Login Codes
Login codes sent via email are experiencing significant delays, taking several minutes to arrive, which disrupts user access to the app. This delay in receiving login codes can hinder the user experience, especially when accessing the app from multiple devices.
Rate Drop Concerns
Users are frustrated with sudden interest rate drops immediately after depositing money, which affects their trust in the bank's stability and transparency. This unexpected change in rates can lead to dissatisfaction and a perception of unfairness.
Face ID Setup Issues
The app's Face ID setup process is unreliable, forcing users to resort to alternative login methods like codes or voice, which can be less convenient. This inconsistency in biometric authentication can lead to user frustration and decreased app usability.
Connected Account Errors
Technical issues prevent users from changing their connected accounts, causing significant delays in money transfers and eroding trust in the bank's digital capabilities. This problem highlights a critical gap in the app's account management functionality.
Open Banking Absence
The lack of open banking integration limits users' ability to manage all their financial accounts in one place, impacting their financial planning and overall app satisfaction. This missing feature is crucial for users who rely on comprehensive financial management tools.
Landscape Mode Missing
The app's lack of landscape mode on iPads makes it difficult to use, especially for devices with horizontally positioned cameras, affecting the user experience. This limitation can be particularly frustrating for users who prefer or require landscape orientation for accessibility.

Quotes of the week

Hear from some of the most impactful users to drive changes

For an internet-exclusive bank to repeatedly have the technical issue of not being able to change one’s connected account, it’s simply horrendous. It has been 3 days and I still cannot change my connected account, nor can I transfer money in because of this technical issue. Phoned them, chatted with them, being told resolving this will require several days…. Hello, are we in 2025 right now? How can I trust you with my money if you can’t even get this basic thing done?
VictoriaV5
I recently opened a new savings account with Atom Bank and was pleased with how smooth the process was. However, I was disappointed to find that Atom Bank does not currently support open banking. I use a budgeting app (Snoop) to keep track of all my finances in one place, and I wasn’t able to link my Atom savings account. Being able to view and manage all my accounts through one app is important to me for effective financial planning.
SazzleDazzle_
Having replaced my iPad with a new 2025 iPad Air, I had to reregister with the IOS app. This was incredibly frustrating and difficult because my new iPad has the camera on the horizontal side of the device, and this app forces portrait orientation for facial recognition. As a result, it required over 30 minutes of struggling with the app and two people were necessary, one to hold the device, and the user to orientate themselves into the face template.
AndyNorthLondon

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The quotes of the week

Hear from some of the most impactful users to drive changes
For an internet-exclusive bank to repeatedly have the technical issue of not being able to change one’s connected account, it’s simply horrendous. It has been 3 days and I still cannot change my connected account, nor can I transfer money in because of this technical issue. Phoned them, chatted with them, being told resolving this will require several days…. Hello, are we in 2025 right now? How can I trust you with my money if you can’t even get this basic thing done?
Candice Wu
App Store
I recently opened a new savings account with Atom Bank and was pleased with how smooth the process was. However, I was disappointed to find that Atom Bank does not currently support open banking. I use a budgeting app (Snoop) to keep track of all my finances in one place, and I wasn’t able to link my Atom savings account. Being able to view and manage all my accounts through one app is important to me for effective financial planning.
Kelly Williams
Google Play
Having replaced my iPad with a new 2025 iPad Air, I had to reregister with the IOS app. This was incredibly frustrating and difficult because my new iPad has the camera on the horizontal side of the device, and this app forces portrait orientation for facial recognition. As a result, it required over 30 minutes of struggling with the app and two people were necessary, one to hold the device, and the user to orientate themselves into the face template.
Koray Okumus
Google Play

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