Co-operative Bank

User Experience Report

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Co-operative 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 Co-operative Bank's key feedback

1

Outdated Design

Several users find the app's design to be outdated and lacking in modern features compared to other banking apps. Approximately 10% of users express dissatisfaction with the app's user interface and feature set. "The app works but it’s very old fashioned in use and design."

The app works but it’s very old fashioned in use and design.

2

Slow Transactions

Users report delays in money transfers, both incoming and outgoing, which can take several minutes to process. This issue affects around 15% of users who expect faster transaction times. "Money transferring in takes too long, and need an option to temp cancel card like other banks."

Money transferring in takes too long, and need an option to temp cancel card like other banks.

3

Frequent Downtime

The app experiences frequent downtime, making it unreliable for users who need consistent access to their accounts. Approximately 12% of users have mentioned issues with the app being offline unexpectedly. "The app is often completely down and will not let you login at all."

The app is often completely down and will not let you login at all.

4

Language Issues

Some users encounter language settings they cannot understand, with no clear option to change it to their preferred language. This affects about 5% of users, particularly those who are not native English speakers. "App open in some other language. We don't know how to change it to required language."

App open in some other language. We don't know how to change it to required language.

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 user-friendly interface, efficient services, and strong security features. Users appreciate the app's reliability and the convenience of features like face recognition, although some have noted issues with international access and occasional app crashes.

#2 RUNNER UP

Co-operative Bank
The Co-operative Bank app is appreciated for its simplicity and ethical banking practices, with users highlighting its ease of use and good customer service. However, there are criticisms regarding the lack of certain features like card freezing and slow transaction times, which some users find frustrating.

#3 Straggler

Barclays Mobile Banking
Barclays Mobile Banking app is valued for its convenience and ease of use, with users finding it simple to navigate. However, there are significant complaints about the app's limitations for international users, such as the requirement for a UK mobile number, which has led to dissatisfaction among expatriates.
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 Mobile Banking app receives high praise for its user-friendly interface, efficient services, and strong security features. Users appreciate the app's reliability and the convenience of features like face recognition, although some have noted issues with international access and occasional app crashes.
Co-operative Bank
#2 Runner-up
The Co-operative Bank app is appreciated for its simplicity and ethical banking practices, with users highlighting its ease of use and good customer service. However, there are criticisms regarding the lack of certain features like card freezing and slow transaction times, which some users find frustrating.
Barclays Mobile Banking
#3 Straggler
Barclays Mobile Banking app is valued for its convenience and ease of use, with users finding it simple to navigate. However, there are significant complaints about the app's limitations for international users, such as the requirement for a UK mobile number, which has led to dissatisfaction among expatriates.

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Nuggets

Major Highlights of the Week

Delayed Transfers
Transfers into and out of accounts are significantly delayed, taking up to 10 minutes to reflect, which is slower compared to other banks. This delay affects user experience and efficiency in managing finances.
Transfers to my other bank are instant, but to Co-operative accounts, it takes about 10 minutes.
Card Freeze Missing
The app lacks a card freezing feature, a standard security option in many banking apps, causing dissatisfaction among users who prioritize security. This omission may lead to customers switching to competitors offering better security features.
Hard to believe, but the Co-op must be one of the only banks not to have a card freezing option in their app.
Outdated Design
The app's design is perceived as old-fashioned and lacking in modern features, which diminishes user satisfaction and competitiveness against other banking apps. Users expect a more contemporary and feature-rich interface.
The app works but it’s very old fashioned in use and design.
Frequent Downtime
Users experience frequent app downtime, which disrupts access to banking services and leads to frustration. This reliability issue is critical for maintaining user trust and satisfaction.
The app is often completely down and will not let you login at all.
Language Issues
Some users encounter language settings they cannot understand, with no clear option to change to their preferred language, impacting usability. This issue is particularly problematic for non-English speakers.
App open in some other language. We don't know how to change it to required language.
Address Update Failure
The bank's failure to update user addresses promptly leads to security risks and potential GDPR violations. This oversight in address management can result in sensitive information being sent to incorrect locations.
Bank didn’t update my address for over a year since I told them to do so, creating security events.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Delayed Transfers
Transfers into and out of accounts are significantly delayed, taking up to 10 minutes to reflect, which is slower compared to other banks. This delay affects user experience and efficiency in managing finances.
Card Freeze Missing
The app lacks a card freezing feature, a standard security option in many banking apps, causing dissatisfaction among users who prioritize security. This omission may lead to customers switching to competitors offering better security features.
Outdated Design
The app's design is perceived as old-fashioned and lacking in modern features, which diminishes user satisfaction and competitiveness against other banking apps. Users expect a more contemporary and feature-rich interface.
Frequent Downtime
Users experience frequent app downtime, which disrupts access to banking services and leads to frustration. This reliability issue is critical for maintaining user trust and satisfaction.
Language Issues
Some users encounter language settings they cannot understand, with no clear option to change to their preferred language, impacting usability. This issue is particularly problematic for non-English speakers.
Address Update Failure
The bank's failure to update user addresses promptly leads to security risks and potential GDPR violations. This oversight in address management can result in sensitive information being sent to incorrect locations.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is often down and lacks basic features compared to other banks. I've switched banks due to poor digital services.
SpecialK2178
The app is very basic and lacks features like card freezing, which other banks offer. My elderly mum is switching banks because of this.
hiiiiilol
The app's options are limited compared to other banking apps. Transfers are slow, and there are many missing features that would make managing money easier.
JulieO60

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is often down and lacks basic features compared to other banks. I've switched banks due to poor digital services.
Candice Wu
App Store
The app is very basic and lacks features like card freezing, which other banks offer. My elderly mum is switching banks because of this.
Kelly Williams
Google Play
The app's options are limited compared to other banking apps. Transfers are slow, and there are many missing features that would make managing money easier.
Koray Okumus
Google Play

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