Barclays

User Experience Report

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Barclays

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 Barclays's key feedback

1

Biometric Login Issues

A significant number of users, approximately 15%, report that the biometric login feature frequently resets, requiring them to re-enter passwords and re-enable biometrics, which is frustrating and time-consuming.

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

2

App Compatibility Problems

Around 10% of users are unable to use the app because it is not compatible with their devices, particularly those running older Android versions, leading to inconvenience and dissatisfaction.

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

3

Slow and Unresponsive

Approximately 12% of users experience slow loading times and unresponsive features within the app, which hampers their ability to efficiently manage their accounts.

The app is extremely slow and lags terribly, making the user experience very poor.

4

Mobile Deposit Failures

About 8% of users report issues with the mobile deposit feature, where the app fails to capture check images, causing inconvenience and forcing them to find alternative deposit methods.

I can't take a pic of my check to do mobile deposit, which is very frustrating.

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 receives high praise for its efficient and effective services, with users appreciating its straightforward and feature-rich app. However, some users report issues with customer service and app reliability, particularly when accessing the app from abroad.

#2 RUNNER UP

HSBC UK Mobile Banking
HSBC's app is generally well-received for its simplicity and reliability, with users appreciating its ease of use and comprehensive features. However, some users experience issues with app accessibility and customer service, particularly when trying to perform international transactions.

#3 Straggler

Barclays
Barclays app receives mixed feedback, with users appreciating its user-friendly interface and ease of navigation. However, many users report issues with login, app compatibility, and customer service, leading to frustration and dissatisfaction.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Lloyds Bank Mobile Banking
#1 Users Choice
Lloyds Bank receives high praise for its efficient and effective services, with users appreciating its straightforward and feature-rich app. However, some users report issues with customer service and app reliability, particularly when accessing the app from abroad.
HSBC UK Mobile Banking
#2 Runner-up
HSBC's app is generally well-received for its simplicity and reliability, with users appreciating its ease of use and comprehensive features. However, some users experience issues with app accessibility and customer service, particularly when trying to perform international transactions.
Barclays
#3 Straggler
Barclays app receives mixed feedback, with users appreciating its user-friendly interface and ease of navigation. However, many users report issues with login, app compatibility, and customer service, leading to frustration and dissatisfaction.

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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 actual 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 not running the latest OS, forcing users to access their accounts via web browsers or consider switching banks. This limitation significantly impacts user experience and accessibility.
The app is no longer compatible with my phone, forcing me to use the website for transactions.
Mobile Deposit Failures
Users are unable to deposit checks via the app due to non-functional camera permissions, requiring them to use alternative methods like desktop uploads. This critical feature's failure undermines the app's utility for mobile banking.
I can't deposit checks because the app won't take images of the check front or back.
Frequent Logouts
The app logs users out unexpectedly, often after minimizing, and requires re-authentication, disrupting the user experience. This issue is compounded by the app's slow performance and frequent crashes.
The app logs me out if I minimize it for a second, which is very annoying.
Error Messages and Crashes
Users encounter persistent error messages and app crashes, particularly during login and navigation, which severely hampers usability. These technical issues suggest a need for robust app stability improvements.
The app crashes every time I try to log in, making it unusable.
Inadequate Customer Support
Customer support is perceived as unhelpful, with users reporting unresolved issues and poor communication. This lack of effective support exacerbates frustrations with the app's technical problems.
Customer service couldn't help with my login issues, leaving me stranded.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
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 actual Android updates, indicating a flaw in the app's handling of biometric data.
Compatibility Problems
The app is not compatible with many Android devices, particularly those not running the latest OS, forcing users to access their accounts via web browsers or consider switching banks. This limitation significantly impacts user experience and accessibility.
Mobile Deposit Failures
Users are unable to deposit checks via the app due to non-functional camera permissions, requiring them to use alternative methods like desktop uploads. This critical feature's failure undermines the app's utility for mobile banking.
Frequent Logouts
The app logs users out unexpectedly, often after minimizing, and requires re-authentication, disrupting the user experience. This issue is compounded by the app's slow performance and frequent crashes.
Error Messages and Crashes
Users encounter persistent error messages and app crashes, particularly during login and navigation, which severely hampers usability. These technical issues suggest a need for robust app stability improvements.
Inadequate Customer Support
Customer support is perceived as unhelpful, with users reporting unresolved issues and poor communication. This lack of effective support exacerbates frustrations with the app's technical problems.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is easy and quick to use. Handy whilst on the move with transactions.
Maxyread
The extra security makes the whole process too long. Once all the questions have been asked it’s really annoying to then have to add card details.
ZODACH
During app transactions, it would be helpful if the available balance was visible on screen while choosing an amount. Currently, going ‘back’ to previous screen is required to check available balance, which is timing and cumbersome.
Flubbsbearmowj3

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is easy and quick to use. Handy whilst on the move with transactions.
Candice Wu
App Store
The extra security makes the whole process too long. Once all the questions have been asked it’s really annoying to then have to add card details.
Kelly Williams
Google Play
During app transactions, it would be helpful if the available balance was visible on screen while choosing an amount. Currently, going ‘back’ to previous screen is required to check available balance, which is timing and cumbersome.
Koray Okumus
Google Play

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