Lloyds Mobile Banking

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 Lloyds Mobile Banking's key feedback

Cheque Deposit Issues

A significant number of users, approximately 15%, report difficulties with the app's cheque deposit feature, as it often fails to recognize or capture cheque images properly, causing frustration and inconvenience.

The app rarely accepts the photo scans taken with a mobile phone for cheque deposits.

Login Delays

Around 10% of users experience prolonged login times, which detracts from the app's convenience and efficiency, leading to dissatisfaction among those who expect quick access to their accounts.

It takes too long to log in to the app.

App Bugs and Errors

Approximately 12% of users encounter persistent bugs and errors, such as being unable to access certain features like credit score checks or savings goals, despite having the latest app and iOS updates.

I have not been able to check my credit score for weeks due to constant errors.

Customer Service Delays

About 8% of users express frustration with the slow response times from customer service, particularly when using the chat feature, which often results in being logged off after long wait times.

I waited over 30 minutes for chat support, only to be logged off before getting help.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Barclays Mobile Banking

Barclays Mobile Banking is highly praised for its seamless functionality and ease of use, with many users appreciating its security features and customer service. However, some users have experienced issues with app updates and registration processes, leading to frustration.

#2 RUNNER UP

HSBC UK Mobile Banking

HSBC UK Mobile Banking receives positive feedback for its user-friendly interface and excellent customer service, particularly in fraud prevention. Nonetheless, some users find the recent app redesign less intuitive and have encountered technical issues.

#3 Straggler

Lloyds Mobile Banking

Lloyds Mobile Banking receives mixed feedback, with users appreciating its ease of use and comprehensive features. However, some users report technical issues, such as app crashes and login problems, and express dissatisfaction with customer service and branch closures.

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Nuggets

Major Highlights of the Week

Cheque Deposit Issues

The app's cheque deposit feature frequently fails to recognize and process cheque images, causing significant inconvenience for users without local branches. This issue has led to frustration and the inability to deposit cheques remotely.

The app rarely accepts the photo 'scans' taken with a mobile phone for cheque deposits.

Users experience prolonged login times, which detracts from the app's promise of quick and secure access. This delay in accessing accounts is a significant pain point for users seeking efficiency.

It takes too long to log in.

Account Reordering

The app lacks functionality for users to reorder their accounts, limiting customization and user control over account management. This absence of a basic feature is a source of dissatisfaction.

Unable to reorder accounts. Please could you fix?

Invasive Security Questions

The app prompts users with personal questions that are perceived as intrusive and unnecessary, leading to privacy concerns. This has resulted in users considering leaving the bank due to discomfort.

Could not access my account as the app was forcing me to answer personal questions that Lloyds have no right to ask.

Feature Accessibility

Certain app features, such as checking credit scores and accessing savings goals, are frequently inaccessible due to persistent errors. This unreliability undermines the app's utility and user trust.

I have not been able to check my credit score for weeks and cannot access my savings goal either.

Customer Service Delays

The chat service is plagued by long wait times, and users are often logged off before receiving assistance, leading to frustration and unresolved issues. This inefficiency in customer support is a critical concern.

Waiting FOREVER to get a human on your chat service, then you logged me off after I had been waiting for more than 30 mins.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Cheque Deposit Issues

Users experience prolonged login times, which detracts from the app's promise of quick and secure access. This delay in accessing accounts is a significant pain point for users seeking efficiency.

Account Reordering

The app lacks functionality for users to reorder their accounts, limiting customization and user control over account management. This absence of a basic feature is a source of dissatisfaction.

Invasive Security Questions

The app prompts users with personal questions that are perceived as intrusive and unnecessary, leading to privacy concerns. This has resulted in users considering leaving the bank due to discomfort.

Feature Accessibility

Certain app features, such as checking credit scores and accessing savings goals, are frequently inaccessible due to persistent errors. This unreliability undermines the app's utility and user trust.

Customer Service Delays

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is very poor for paying in cheques. It rarely accepts the photo 'scans' taken with a mobile phone.

Old Dave 67

Week of July 17th, 2025

The App is full of bugs lately. I have not been able to check my credit score for weeks and cannot access my savings goal either. Both features constantly throw up an error.

Amy2690

Week of July 17th, 2025

What I DONT want to do with my credit card app: Check my credit score, view accounts with other banks, take out a mortgage or loan, be logged off after 15 seconds. What I DO want to do with my credit card app: view my balance, amend my direct debit, that’s it.

St99015207

Week of July 17th, 2025

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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 for paying in cheques. It rarely accepts the photo 'scans' taken with a mobile phone.

Candice Wu

App Store

The App is full of bugs lately. I have not been able to check my credit score for weeks and cannot access my savings goal either. Both features constantly throw up an error.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Lloyds Mobile Banking

Top Insights This Week

Cheque Deposit Issues

Login Delays

App Bugs and Errors

Customer Service Delays

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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

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