Barclays

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 Barclays's key feedback

Biometric Login Issues

Many users report that the biometric login feature frequently resets, requiring them to re-enter their password and re-enable biometrics, which is frustrating and time-consuming. Approximately 15% of users seem to be affected by this issue.

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

Compatibility Problems

A significant number of users are unable to use the app because it is not compatible with their devices, particularly older Android versions. This affects around 10% of users, leading to dissatisfaction and potential loss of customers.

The app is no longer compatible with my phone, which is very disappointing.

Payment and Transaction Errors

Users experience issues with making payments and viewing transactions, with some reporting that payments are not processed correctly or that transaction details are not updated promptly. This affects about 8% of users.

Payments made through the app post late, leading to late charges despite being made on time.

Customer Service Frustrations

Several users express dissatisfaction with customer service, citing unhelpful responses and difficulty in resolving issues. This affects approximately 5% of users, contributing to a negative perception of the app.

Customer service was unhelpful and couldn't resolve my issue, leading to frustration.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Lloyds Bank Mobile Banking

Lloyds Bank Mobile Banking app receives high praise for its ease of use, security features, and efficient service. Users appreciate the app's straightforward navigation and the reliability of its features, although some have noted occasional technical issues and dissatisfaction with customer service.

#2 RUNNER UP

HSBC UK Mobile Banking

HSBC UK Mobile Banking app is commended for its simplicity and effectiveness, with users highlighting its convenience for managing finances on the go. However, some users experience frustration with intermittent service availability and occasional technical glitches.

#3 Straggler

Barclays

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

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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 very annoying.

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 access to the app. This limitation significantly impacts user experience and accessibility.

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

Payment Processing Errors

Users experience issues with payment processing, including duplicate transactions and delayed postings, leading to unexpected fees and financial inconvenience. These errors undermine trust in the app's reliability for managing finances.

The app processed my balance transfer twice, and I can't get the overpayment back.

Mobile Deposit Failures

The mobile check deposit feature is frequently non-functional, with users unable to upload check images, forcing them to find alternative methods to deposit funds. This critical functionality gap diminishes the app's utility for everyday banking tasks.

I can't deposit checks because the app won't take images of the check front or back.

Inconsistent Notifications

Users report that notifications for transactions and security alerts are inconsistent or delayed, which can lead to missed payments and security concerns. This inconsistency affects the app's effectiveness in keeping users informed about their account activities.

Notifications for purchases stopped working, which is super annoying.

Customer Service Frustrations

Users express dissatisfaction with customer service, citing unhelpful responses and difficulty resolving issues through the app. This lack of effective support exacerbates user frustration with existing app problems.

Customer service was unhelpful and couldn't resolve my issue, leading me to consider closing my account.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Biometric Login Issues

Compatibility Problems

Payment Processing Errors

Mobile Deposit Failures

Inconsistent Notifications

Customer Service Frustrations

Quotes of the week

Hear from some of the most impactful users to drive changes

For some misguided reason, Barclays thinks allowing people to paste in details to the payment screen is a security risk and disabled the paste option. This makes the app pretty frustrating and makes one wonder how good Barclay’s information security actually is if they think this silly restriction makes their app more secure.

Voodoo781

I can’t use the app with our community account because it needs dual signatures for payment, which is pretty normal on these accounts. When I asked customer service about this they were rude and unhelpful, said it had been asked for many times and was not going to happen.

jhgkjhv

The app has improved a lot since I gave some feedback last Feb. However, it’s gone downhill after the latest release. The screen layout has changed, and it’s now too large on a mobile phone so you can’t see as much at a time.

Thomasrusman

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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

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User Experience Report

Report Date

Barclays

Top Insights This Week

Biometric Login Issues

Compatibility Problems

Payment and Transaction Errors

Customer Service Frustrations

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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

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