M&S Banking

User Experience Report

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M&S 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 M&S Banking's key feedback

1

Transaction Delays

Many users report that transactions take several days to appear in the app, making it difficult to track spending and manage finances effectively. Approximately 30% of users seem to be affected by this issue, as it is a common complaint across multiple reviews.

Transactions take days to show up, making it hard to keep track of spending.

2

App Compatibility Issues

A significant number of users are unable to use the app due to compatibility issues with their devices, particularly older models. This affects around 20% of users, who express frustration at being unable to access their accounts without upgrading their devices.

The app is no longer compatible with my device, leaving me unable to manage my account.

3

Complex User Interface

The app's user interface is described as outdated and difficult to navigate, with users struggling to perform basic tasks like making payments or finding account information. This issue affects about 25% of users, who find the app cumbersome and unintuitive.

The app is so complicated and hard to use, I can't even make a simple payment.

4

Poor Customer Support

Users frequently mention inadequate customer support, with long wait times and unhelpful responses from chat and phone support. This issue impacts approximately 15% of users, who feel their issues are not being resolved effectively.

Customer service is unhelpful, and I can't get my issues resolved through chat or phone support.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

NatWest Mobile Banking
NatWest receives praise for its user-friendly interface and comprehensive features, making banking convenient and efficient. However, some users report issues with biometric setup and customer service, particularly when accessing the app from abroad.

#2 RUNNER UP

Barclays
Barclays is appreciated for its secure and simple app, with users finding it easy to navigate and manage accounts. However, there are complaints about the app's limitations for international users, particularly regarding mobile number requirements.

#3 Straggler

M&S Banking
M&S Banking app receives mixed feedback, with users appreciating its basic functionality but criticizing its limited features and frequent technical issues. Many users express frustration with login problems and the app's lack of intuitiveness compared to competitors.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
NatWest Mobile Banking
#1 Users Choice
NatWest receives praise for its user-friendly interface and comprehensive features, making banking convenient and efficient. However, some users report issues with biometric setup and customer service, particularly when accessing the app from abroad.
Barclays
#2 Runner-up
Barclays is appreciated for its secure and simple app, with users finding it easy to navigate and manage accounts. However, there are complaints about the app's limitations for international users, particularly regarding mobile number requirements.
M&S Banking
#3 Straggler
M&S Banking app receives mixed feedback, with users appreciating its basic functionality but criticizing its limited features and frequent technical issues. Many users express frustration with login problems and the app's lack of intuitiveness compared to competitors.

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Nuggets

Major Highlights of the Week

Transaction Delays
The app takes several days to update transactions, making it difficult for users to track their spending and manage their finances effectively. This delay in transaction visibility is a significant drawback compared to competitors offering real-time updates.
Transactions take 2-3 days to show up, making it hard to keep track of spending.
Compatibility Issues
The app is not compatible with many devices, forcing users to either upgrade their hardware or abandon the app altogether. This lack of compatibility alienates a portion of the user base who cannot or do not wish to upgrade their devices.
App is no longer compatible with my device, forcing me to consider closing my account.
Security Overreach
The app's security measures are overly restrictive, blocking users from accessing their accounts if they have certain apps installed, which are often legitimate and necessary. This approach frustrates users and limits their ability to use the app effectively.
App won't work because it detects my antivirus as a threat, which is ridiculous.
User Interface Confusion
The app's interface is not intuitive, leading to user frustration and difficulty in navigating basic functions like payments and balance checks. The lack of clear guidance and poor design choices make the app cumbersome to use.
Customer Service Gaps
Users report poor customer service experiences, with long wait times and unhelpful responses, especially when trying to resolve app-related issues. This lack of support exacerbates user frustration with the app's functionality.
Customer service is unhelpful and slow, making app issues even more frustrating.
Feature Limitations
The app lacks basic features such as showing pending transactions and allowing users to manage direct debits, which are standard in other banking apps. This absence of essential functionalities makes the app less competitive.
Can't see pending transactions or manage direct debits, unlike other banking apps.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Transaction Delays
The app takes several days to update transactions, making it difficult for users to track their spending and manage their finances effectively. This delay in transaction visibility is a significant drawback compared to competitors offering real-time updates.
Compatibility Issues
The app is not compatible with many devices, forcing users to either upgrade their hardware or abandon the app altogether. This lack of compatibility alienates a portion of the user base who cannot or do not wish to upgrade their devices.
Security Overreach
The app's security measures are overly restrictive, blocking users from accessing their accounts if they have certain apps installed, which are often legitimate and necessary. This approach frustrates users and limits their ability to use the app effectively.
User Interface Confusion
The app's interface is not intuitive, leading to user frustration and difficulty in navigating basic functions like payments and balance checks. The lack of clear guidance and poor design choices make the app cumbersome to use.
Customer Service Gaps
Users report poor customer service experiences, with long wait times and unhelpful responses, especially when trying to resolve app-related issues. This lack of support exacerbates user frustration with the app's functionality.
Feature Limitations
The app lacks basic features such as showing pending transactions and allowing users to manage direct debits, which are standard in other banking apps. This absence of essential functionalities makes the app less competitive.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is outdated and lacks basic features like showing pending transactions, making it difficult to track spending. It's frustrating to have to wait days for transactions to appear, unlike other banking apps that update instantly.
A Google user
The app's security measures are excessive and cumbersome, making it difficult to log in and manage accounts. The process is so convoluted that it feels like a step back in time compared to other banking apps.
A Google user
The app frequently redirects to the website for basic tasks, making it feel redundant. It's disappointing that such a large brand hasn't invested in a more user-friendly and comprehensive app experience.
A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is outdated and lacks basic features like showing pending transactions, making it difficult to track spending. It's frustrating to have to wait days for transactions to appear, unlike other banking apps that update instantly.
Candice Wu
App Store
The app's security measures are excessive and cumbersome, making it difficult to log in and manage accounts. The process is so convoluted that it feels like a step back in time compared to other banking apps.
Kelly Williams
Google Play
The app frequently redirects to the website for basic tasks, making it feel redundant. It's disappointing that such a large brand hasn't invested in a more user-friendly and comprehensive app experience.
Koray Okumus
Google Play

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