HSBC UK Business Banking

User Experience Report

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HSBC UK Business Banking

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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TOP INSIGHTS

A weekly roundup of HSBC UK Business Banking's key feedback

1

Lack of Notifications

A significant number of users, approximately 30%, express frustration over the absence of push notifications for transactions. This feature is available in other banking apps and even in HSBC's personal banking app, leading to operational challenges for businesses that rely on timely transaction alerts.

I can't get app notifications for when money is received, which is causing me operational headaches.

2

Frequent App Crashes

Around 25% of users report that the app frequently crashes or freezes, making it unreliable for conducting business transactions. This issue is particularly problematic for users who need to make quick payments or access their accounts on the go.

The app frequently freezes, just as another reviewer highlighted, making it unusable.

3

Compatibility Issues

Approximately 15% of users experience compatibility issues, particularly with newer devices or operating systems like Android 12, which prevents them from accessing the app altogether. This has led to significant inconvenience as users are unable to perform essential banking tasks.

The app doesn't open on my Pixel 6, making it impossible to access my account.

4

Complex Setup Process

About 10% of users find the setup process for the app to be overly complicated and cumbersome, especially when compared to other banking apps. This complexity can deter new users and frustrate existing ones who need to reinstall the app.

Nightmare to set up, even with the 'help' of HSBC online chat.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Lloyds Bank Business
Lloyds Bank Business app receives high praise for its user-friendly interface and efficient services, with many users appreciating the fast transactions and excellent customer service. However, some users have reported issues with app reliability and customer support, particularly when accessing the app from abroad.

#2 RUNNER UP

HSBC UK Business Banking
HSBC UK Business Banking app receives mixed feedback, with users appreciating its ease of use and functionality improvements, such as fingerprint login and cheque deposit. However, many users report issues with app stability, login difficulties, and limited functionality compared to competitors, leading to frustration and consideration of switching banks.

#3 Straggler

Barclays Business Banking
Barclays Business Banking app is praised for its simplicity and ease of use, with users finding it convenient for managing accounts and making transactions. However, there are significant complaints about the app's limitations for international users, such as the requirement for a UK mobile number and lack of updates in foreign app stores.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Lloyds Bank Business
#1 Users Choice
Lloyds Bank Business app receives high praise for its user-friendly interface and efficient services, with many users appreciating the fast transactions and excellent customer service. However, some users have reported issues with app reliability and customer support, particularly when accessing the app from abroad.
HSBC UK Business Banking
#2 Runner-up
HSBC UK Business Banking app receives mixed feedback, with users appreciating its ease of use and functionality improvements, such as fingerprint login and cheque deposit. However, many users report issues with app stability, login difficulties, and limited functionality compared to competitors, leading to frustration and consideration of switching banks.
Barclays Business Banking
#3 Straggler
Barclays Business Banking app is praised for its simplicity and ease of use, with users finding it convenient for managing accounts and making transactions. However, there are significant complaints about the app's limitations for international users, such as the requirement for a UK mobile number and lack of updates in foreign app stores.

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Nuggets

Major Highlights of the Week

Notification Absence
The app lacks push notifications for transactions, causing operational inefficiencies for users who need real-time updates on account activity. This absence is particularly frustrating as the personal HSBC app offers this feature.
I can't get app notifications for when money is received, which is causing me operational headaches.
Apple Pay Incompatibility
Users are unable to add their business cards to Apple Pay, limiting the app's functionality compared to competitors. This lack of integration is a significant drawback for users who rely on mobile payment solutions.
Apple Pay doesn’t work; I tried adding my card but it says the bank doesn’t support it yet.
Frequent Crashes
The app frequently crashes or freezes, particularly during login or payment processes, leading to a frustrating user experience. This instability undermines trust in the app's reliability for business transactions.
The app frequently freezes, just as another reviewer highlighted, making it unusable.
Password Length Issue
The app restricts password length to 13 characters, conflicting with longer passwords used on the HSBC website, causing login failures. This inconsistency forces users to weaken their security to access the app.
Mobile app password max length is 13, but my password is longer, so I can't use the app.
Cheque Deposit Failures
Users report that the cheque deposit feature often fails, requiring them to visit a branch, which is inconvenient and counterproductive. This issue is exacerbated by the closure of local branches, increasing user frustration.
The cheque deposit feature fails to recognize anything, forcing me to go to the post office.
Biometric Login Issues
Biometric login is unreliable, often requiring users to revert to manual login methods, which is time-consuming and inconvenient. This inconsistency diminishes the app's ease of use and security benefits.
Biometric login requires an additional click and often fails, forcing me to restart the app.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Notification Absence
The app lacks push notifications for transactions, causing operational inefficiencies for users who need real-time updates on account activity. This absence is particularly frustrating as the personal HSBC app offers this feature.
Apple Pay Incompatibility
Users are unable to add their business cards to Apple Pay, limiting the app's functionality compared to competitors. This lack of integration is a significant drawback for users who rely on mobile payment solutions.
Frequent Crashes
The app frequently crashes or freezes, particularly during login or payment processes, leading to a frustrating user experience. This instability undermines trust in the app's reliability for business transactions.
Password Length Issue
The app restricts password length to 13 characters, conflicting with longer passwords used on the HSBC website, causing login failures. This inconsistency forces users to weaken their security to access the app.
Cheque Deposit Failures
Users report that the cheque deposit feature often fails, requiring them to visit a branch, which is inconvenient and counterproductive. This issue is exacerbated by the closure of local branches, increasing user frustration.
Biometric Login Issues
Biometric login is unreliable, often requiring users to revert to manual login methods, which is time-consuming and inconvenient. This inconsistency diminishes the app's ease of use and security benefits.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is very poor. Not user friendly 😡
786Karl
This app seems years behind all other banking apps.. keeps crashing.. not very user friendly.. But really need to know when people have paid and can’t be checking my phone every minute.. quite annoying
jpizzles1991
Problems: Login screen, click log in, button drops down to bottom of screen, click again, it jumps back to middle. At some random number of clicks it then does Face ID and logs me in. When making payments, it should have a default account auto selected. Or you should be able to go into the account and say make payments, so you don’t have to re select account for every payment. When searching payees, the moment you give it enough to filter, the list of payees disappears down behind the phone keyboard, so you have to minimise the keyboard to see them. Feels like no developer or HSBC employee has actually used the app.
DodoHobo

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is very poor. Not user friendly 😡
Candice Wu
App Store
This app seems years behind all other banking apps.. keeps crashing.. not very user friendly.. But really need to know when people have paid and can’t be checking my phone every minute.. quite annoying
Kelly Williams
Google Play
Problems: Login screen, click log in, button drops down to bottom of screen, click again, it jumps back to middle. At some random number of clicks it then does Face ID and logs me in. When making payments, it should have a default account auto selected. Or you should be able to go into the account and say make payments, so you don’t have to re select account for every payment. When searching payees, the moment you give it enough to filter, the list of payees disappears down behind the phone keyboard, so you have to minimise the keyboard to see them. Feels like no developer or HSBC employee has actually used the app.
Koray Okumus
Google Play

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