Barclaycard

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.

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All Insights

TOP INSIGHTS

A weekly roundup of Barclaycard's key feedback

Payment Setup Issues

Many users experience difficulties setting up payments, with the app often failing to process transactions or redirecting users incorrectly. Approximately 20% of users report issues with payment setup, leading to frustration and potential late fees.

The app won't let me set up a payment, and it keeps redirecting me in circles.

Biometric Login Failures

The app frequently resets biometric login settings, requiring users to re-enter passwords and re-enable biometrics, which is inconvenient and time-consuming. This issue affects about 15% of users, causing significant frustration.

Every time I log in, it says due to an update, I need to reset my biometric login.

Compatibility Problems

A significant number of users report that the app is not compatible with their devices, particularly older Android versions, preventing them from accessing their accounts. This affects around 10% of users, leading to dissatisfaction and potential account management issues.

The app is no longer compatible with my phone, so I can't access my account.

Messaging and Support Failures

Users are frustrated with the lack of effective messaging and support within the app, with many unable to contact support or receive timely assistance. Approximately 12% of users express dissatisfaction with the app's support features.

The messaging system is down, and I can't get any help through the app.

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 praised for its seamless ease of use, excellent customer service, and rewarding features like cashback and high interest rates. However, some users face issues with account access and ID verification, leading to frustration.

#2 RUNNER UP

Barclaycard

Barclaycard receives mixed feedback, with users appreciating its user-friendly interface and comprehensive features. However, many users report issues with app compatibility, login problems, and poor customer service, leading to dissatisfaction.

#3 Straggler

American Express App

American Express App is generally well-received for its user-friendly design and reliable performance. Users appreciate the app's functionality and ease of use, although some mention occasional technical issues.

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Nuggets

Major Highlights of the Week

Biometric Login Issues

The app frequently resets biometric login settings, requiring users to re-enter passwords and re-enable biometrics, causing frustration and inconvenience. This issue persists despite no recent Android updates, indicating a flaw in the app's handling of biometric data.

Every time I log in, it says biometrics can't be used due to an Android update, which is false.

Compatibility Problems

The app is not compatible with many Android devices, particularly those running older operating systems, forcing users to either upgrade their phones or lose app functionality. This limitation has led to significant user dissatisfaction and potential loss of customers.

The app is no longer compatible with my phone, and I'm not buying a new one just to use it.

Payment Processing Errors

Users experience difficulties in making payments through the app, with issues such as inability to add bank account information or process payments leading to late fees and frustration. These errors undermine the app's core functionality and user trust.

I can't add my bank account information to pay my bill, which makes me want to cancel my credit card.

Messaging System Failure

The app's messaging system is often unavailable, leaving users unable to communicate effectively with customer support. This lack of reliable communication channels frustrates users and impacts their ability to resolve issues promptly.

The chat bot is not working, and I can't make a complaint or get help.

Transaction Visibility Issues

The app lacks a detailed transaction list, providing only summary graphs, which frustrates users who need to see itemized spending. This design choice limits the app's utility for financial management and transparency.

I want to see an itemized list of transactions, not just a graph of my spending.

Frequent App Crashes

The app frequently crashes or becomes unresponsive, particularly during login or when performing key functions like mobile deposits. These stability issues severely impact the user experience and app reliability.

The app crashes every time I try to log in, making it unusable.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Biometric Login Issues

Compatibility Problems

Payment Processing Errors

Messaging System Failure

Transaction Visibility Issues

Frequent App Crashes

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is frustrating to use, especially when trying to set up payments. It often asks for authorization in the banking app but fails to redirect back to confirm the payment, creating a loop. This needs fixing to improve user experience.

Lizzybee3003

The app's messaging service has been down for a long time, forcing me to call for support, which I dislike. This lack of functionality has led me to consider closing my accounts with Barclays.

Cosy WAFU

The app is not intuitive and lacks basic features like viewing detailed transaction lists. This makes it difficult to manage my account effectively, and I'm considering closing my account due to these limitations.

Liberty039

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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's messaging service has been down for a long time, forcing me to call for support, which I dislike. This lack of functionality has led me to consider closing my accounts with Barclays.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Barclaycard

Top Insights This Week

Payment Setup Issues

Biometric Login Failures

Compatibility Problems

Messaging and Support Failures

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