Legal & General

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 Legal & General's key feedback

Technical Issues

A significant number of users, approximately 20%, report persistent technical issues with the app, such as being unable to log in, app crashes, and error messages. These issues prevent users from accessing their accounts and managing their policies effectively.

The app never lets me log in, and resetting my password doesn't help.

Update Problems

Around 15% of users experience problems after app updates, including the app not opening or functioning properly, which hinders their ability to use the app for its intended purposes.

After the latest update, the app just shows a spinning loading circle and doesn't do anything.

Limited Features

Approximately 10% of users express dissatisfaction with the app's limited features, such as the inability to view all their plans or manage certain aspects of their accounts, which they find essential for comprehensive financial management.

The app doesn't show any of my other plans like life insurance, which would be great to see.

Security Concerns

A small but notable percentage of users, about 5%, have concerns about the app's security, particularly regarding the requirement to add bank account details, which affects their trust in the app.

The app wants me to add my bank account, but I don't trust it.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Legal & General

Legal & General's app is praised for its ease of use, allowing users to quickly access and manage their pension details. Users appreciate the app's functionality and the ability to track their pension on the go, though some have experienced issues with session timeouts and limited features.

#2 RUNNER UP

PensionBee

PensionBee is highly regarded for its user-friendly interface and seamless pension management experience. Customers appreciate the transparency and simplicity in consolidating their pensions, making it a popular choice for those looking to streamline their retirement savings.

#3 Straggler

Aviva

Aviva receives positive feedback for its comprehensive insurance offerings and reliable customer service. Users find the app easy to navigate and appreciate the convenience of managing their policies digitally, although some have encountered occasional technical issues.

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Nuggets

Major Highlights of the Week

Users face persistent login problems, with the app failing to recognize credentials and not sending password reset links. This issue severely impacts user access and app usability.

I can't log in to the app, and resetting my password doesn't work.

Update Failures

App updates are causing significant disruptions, with users unable to download or access the app post-update. This results in a complete loss of app functionality for affected users.

After the latest update, the app won't open at all.

Technical Glitches

Frequent technical issues prevent users from accessing essential features like viewing balances or making payments, undermining trust in the app's reliability.

The app constantly shows technical difficulties, making it unusable.

Missing Features

Users express dissatisfaction with the lack of visual tools, such as line graphs for tracking pension value over time, which are standard in competitor apps.

The app needs a line graph to track total pension value over time.

Beneficiary Management

The app fails to display or allow changes to named beneficiaries, limiting users' ability to manage their accounts effectively.

I can't see or change my named beneficiaries in the app.

Trust Concerns

Users are hesitant to link bank accounts due to trust issues, exacerbated by technical problems and limited app functionality.

I don't trust the app enough to add my bank account due to its issues.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Users face persistent login problems, with the app failing to recognize credentials and not sending password reset links. This issue severely impacts user access and app usability.

Update Failures

App updates are causing significant disruptions, with users unable to download or access the app post-update. This results in a complete loss of app functionality for affected users.

Technical Glitches

Frequent technical issues prevent users from accessing essential features like viewing balances or making payments, undermining trust in the app's reliability.

Missing Features

Users express dissatisfaction with the lack of visual tools, such as line graphs for tracking pension value over time, which are standard in competitor apps.

Beneficiary Management

The app fails to display or allow changes to named beneficiaries, limiting users' ability to manage their accounts effectively.

Trust Concerns

Users are hesitant to link bank accounts due to trust issues, exacerbated by technical problems and limited app functionality.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is seriously great to use. I’d been meaning to combine all my previous pensions for some time but kept putting it off as I thought it would be a long or hard task. Using the built-in pension combining service was very easy, a quick call to each of my old providers to get the details and that was it. The only reason I’m not yet giving it a 5* is it’s just missing more visuals, mostly a total value over time line graph. I feel like this is an essential part of an app like this. If you look to all competitors or share apps this is standard in all. I think the Moneybox with 2 lines, one for contributions and one for total value would be really valuable to a user. Great work, really enjoying the progress with this.

Jsszzz171

Great user experience, simple to login and the open finance connection was a pleasant surprise!

HDSS_

App looks great. Handy having pension info so quickly and easy to change funds if needed. Be good with future development to add ISA info and other investments and products you hold at a glance.

Bambos1

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Great user experience, simple to login and the open finance connection was a pleasant surprise!

Kelly Williams

Google Play

App looks great. Handy having pension info so quickly and easy to change funds if needed. Be good with future development to add ISA info and other investments and products you hold at a glance.

Koray Okumus

Google Play

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User Experience Report

Report Date

Legal & General

Top Insights This Week

Technical Issues

Update Problems

Limited Features

Security Concerns

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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

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The quotes of the week

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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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