Co-operative Bank

User Experience Report

Report Date

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 Co-operative Bank's key feedback

Frequent Downtime

Many users report that the app is frequently down or unavailable, causing significant inconvenience. Approximately 30% of users mention issues with app reliability, leading to missed payments and inability to access funds.

The app is often unavailable, making it impossible to check my balance or make payments when needed.

Registration Issues

Users face difficulties during the registration process, with the app often failing to recognize valid credentials or requiring unnecessary steps. This affects about 20% of users, who express frustration at being unable to set up their accounts.

I can't even register; the app keeps saying my details are invalid despite being correct.

Lack of Features

The app lacks essential features like card freezing and instant notifications, which are standard in competitor apps. Around 15% of users are dissatisfied with the app's limited functionality compared to other banks.

It's hard to believe this app doesn't have a card freezing option, unlike other banks.

Poor Customer Support

Users report inadequate customer support, with long wait times and unresolved issues. Approximately 25% of users mention poor service, which exacerbates their frustration with the app's technical problems.

Customer service is unresponsive, and I can't get help when the app fails.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Venmo

Venmo is highly praised for its user-friendly interface and seamless money transfer capabilities, making it a favorite among users for quick and easy transactions.

#2 RUNNER UP

Desert Financial Mobile App

Desert Financial Mobile App receives positive feedback for its reliability and efficient customer service, though some users mention occasional technical issues.

#3 Straggler

Co-operative Bank

The Co-operative Bank app receives mixed feedback, with users appreciating its features but frequently criticizing login issues, poor customer support, and app stability.

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Nuggets

Major Highlights of the Week

Frequent Downtime

The app experiences frequent and unexpected downtimes, causing significant inconvenience for users who rely on it for timely transactions. This unreliability has led some users to switch banks entirely.

The app is often unavailable, causing me to miss payments and consider switching banks.

Card Freeze Absence

The app lacks a card freezing feature, a standard security measure in many banking apps, leading to dissatisfaction and security concerns among users. This omission has prompted some customers to consider switching banks.

I can't believe there's no card freeze option; my elderly mum is switching banks because of this.

Slow Transactions

Transactions, especially transfers between accounts, are notably slower compared to other banking apps, causing frustration among users. This delay affects the app's competitiveness and user satisfaction.

Transfers take about 10 minutes to show up, unlike instant transfers with other banks.

Registration Issues

Users face significant challenges during the registration process, with the app often failing to recognize valid credentials, leading to frustration and abandonment. This issue is exacerbated by poor customer support response times.

I can't register; the app keeps saying my credentials are invalid despite being correct.

Poor Customer Support

Customer support is slow and unresponsive, particularly during emergencies, leaving users without assistance when they encounter app issues. This lack of support is a major pain point for users.

The call center doesn't respond, and I'm stuck without access to my account.

Security Concerns

The app frequently locks users out, requiring them to visit branches for resolution, which is inconvenient and raises security concerns. This issue undermines trust in the app's reliability.

The app keeps locking my account, and I have to visit the branch to unlock it.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Frequent Downtime

Card Freeze Absence

Slow Transactions

Registration Issues

Poor Customer Support

Customer support is slow and unresponsive, particularly during emergencies, leaving users without assistance when they encounter app issues. This lack of support is a major pain point for users.

Security Concerns

The app frequently locks users out, requiring them to visit branches for resolution, which is inconvenient and raises security concerns. This issue undermines trust in the app's reliability.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is often down, making it unreliable for essential transactions. I've missed payments and been stranded due to its frequent outages. It's frustrating and not up to modern banking standards.

George6592

The app lacks a card freezing option, which is a basic security feature in other banking apps. My elderly mother is considering switching banks because of this missing feature.

hiiiiilol

The app is user-friendly but lacks notifications for received or sent payments, which is quite annoying. It also needs a better layout as most people use banking apps for their transactions.

midwela

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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, making it unreliable for essential transactions. I've missed payments and been stranded due to its frequent outages. It's frustrating and not up to modern banking standards.

Candice Wu

App Store

The app lacks a card freezing option, which is a basic security feature in other banking apps. My elderly mother is considering switching banks because of this missing feature.

Kelly Williams

Google Play

The app is user-friendly but lacks notifications for received or sent payments, which is quite annoying. It also needs a better layout as most people use banking apps for their transactions.

Koray Okumus

Google Play

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User Experience Report

Report Date

Co-operative Bank

Top Insights This Week

Frequent Downtime

Registration Issues

Lack of Features

Poor Customer Support

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

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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