MBNA Mobile App

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 MBNA Mobile App's key feedback

App Crashes

Many users report that the app crashes or fails to open after updates, affecting approximately 15% of users. This issue renders the app unusable for those affected, leading to frustration and potential account closures.

The app crashes and shuts down shortly after opening, making it impossible to use.

Login Issues

Users experience difficulties logging in due to problems with memorable information or password recognition, impacting around 10% of users. This issue prevents access to the app, causing significant inconvenience.

I can't log in as the app doesn't recognize my information, even after resetting my password.

Payment Problems

Some users face challenges making payments through the app, with errors or limitations on payment options affecting about 8% of users. This leads to delays and potential late fees.

Trying to make a payment is awful; the app doesn't redirect to my banking app properly.

Security and Authentication

Issues with device authentication and security checks prevent app access for approximately 5% of users. This problem is particularly frustrating for those who rely on the app for regular transactions.

The app won't authenticate my device, leaving it unusable.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

American Express

American Express users generally praise the app for its ease of use and seamless transaction capabilities. Users appreciate the app's reliability and the convenience it offers for managing their accounts.

#2 RUNNER UP

MBNA Mobile App

The MBNA Mobile App receives mixed feedback, with users appreciating its ease of use and functionality when it works, but many report significant technical issues, such as login problems and app crashes. While some users find it efficient for managing accounts, others are frustrated by persistent bugs and poor customer service.

#3 Straggler

Capital One Mobile

Capital One Mobile is well-received for its user-friendly interface and effective account management features. Users find the app reliable and appreciate the quick access to account information and transaction history.

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Nuggets

Major Highlights of the Week

App Crashes

The app frequently crashes or fails to open, rendering it unusable for many users. This issue is causing significant frustration and is prompting some users to consider closing their accounts.

After the latest update, the app crashes and shuts down shortly after opening.

Memorable Info Bug

Users are unable to proceed past the memorable information step during registration, as the app does not allow them to confirm their entries. This bug is preventing new users from completing the setup process.

Couldn't even register. Got stuck at the memorable information step.

Interest Charges

Customers are being charged interest despite being within promotional interest-free periods, leading to dissatisfaction and distrust. This unexpected financial impact is causing users to reconsider their relationship with MBNA.

You stated purchase in first three months would be free from interest, but you have started charging me interest.

Authentication Loop

The app gets stuck on the 'Authenticating your device' screen, preventing users from accessing their accounts. This persistent issue is causing users to miss payments and consider switching providers.

Since the last update, the app is stuck on 'Authenticating your device'.

Biometric Failures

Biometric login features such as fingerprint recognition have stopped working, forcing users to revert to less convenient login methods. This regression in functionality is frustrating users who rely on quick access.

Direct Debit Issues

Users are unable to adjust direct debit amounts within the app, requiring them to use the website instead. This limitation is seen as inconvenient and detracts from the app's usability.

Can't change direct debit on app.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Crashes

The app frequently crashes or fails to open, rendering it unusable for many users. This issue is causing significant frustration and is prompting some users to consider closing their accounts.

Memorable Info Bug

Interest Charges

Authentication Loop

Biometric Failures

Direct Debit Issues

Users are unable to adjust direct debit amounts within the app, requiring them to use the website instead. This limitation is seen as inconvenient and detracts from the app's usability.

Quotes of the week

Hear from some of the most impactful users to drive changes

After the latest update, the app crashes and shuts down shortly after opening. Impossible to use now. Clearly not treated properly. Time to close my account.

Graham1963

The function to turn off and on credit card freezes seems to have stopped working with the phone in lockdown mode. Or with browser tracking off. Please fix. Used to work.

95kgs

Since the last couple of app updates the credit score feature has stopped working. I just get a blank screen now. Is this feature being retired?

@Anders73

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The quotes of the week

Hear from some of the most impactful users to drive changes

After the latest update, the app crashes and shuts down shortly after opening. Impossible to use now. Clearly not treated properly. Time to close my account.

Candice Wu

App Store

The function to turn off and on credit card freezes seems to have stopped working with the phone in lockdown mode. Or with browser tracking off. Please fix. Used to work.

Kelly Williams

Google Play

Since the last couple of app updates the credit score feature has stopped working. I just get a blank screen now. Is this feature being retired?

Koray Okumus

Google Play

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User Experience Report

Report Date

MBNA Mobile App

Top Insights This Week

App Crashes

Login Issues

Payment Problems

Security and Authentication

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

Start your 14-day free trial

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