NatWest Mobile Banking

User Experience Report

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NatWest Mobile 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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All Insights

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TOP INSIGHTS

A weekly roundup of NatWest Mobile Banking's key feedback

1

Update Loop Issue

A significant number of users are experiencing a frustrating loop where the app prompts for an update, but even after updating, it continues to request the same. This issue affects approximately 15% of users, causing them to be unable to access their accounts.

The app keeps asking me to update, but after updating, it still won't open and just repeats the update request.

2

Biometric Frustrations

Many users are dissatisfied with the mandatory use of biometric authentication for basic functions, which they find intrusive and unreliable. This affects around 10% of users who prefer not to use biometrics due to privacy concerns.

Forced to use facial recognition for simple tasks, which often fails and locks me out of my account.

3

Transaction Visibility

Users are frustrated with the removal of the running balance feature in transaction views, which was previously helpful for account reconciliation. This change impacts about 8% of users who rely on this feature for bookkeeping.

The app no longer shows the running balance with transactions, making it harder to track my finances.

4

Cora AI Ineffectiveness

The AI assistant Cora is frequently criticized for being unhelpful and unable to resolve user issues, leading to dissatisfaction among approximately 12% of users who seek human assistance.

Cora is useless; it just sends me in circles without solving my problem.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

HSBC UK Mobile Banking
HSBC UK Mobile Banking is praised for its reliability, ease of use, and comprehensive features, with users appreciating its seamless transactions and excellent customer service. However, some users report issues with the user interface and occasional service interruptions.

#2 RUNNER UP

NatWest Mobile Banking
NatWest Mobile Banking receives mixed feedback, with many users appreciating its ease of use, comprehensive features, and convenience for day-to-day banking. However, some users experience issues with app stability, biometric features, and cheque deposit functionality.

#3 Straggler

Bank of America Mobile Banking
Bank of America Mobile Banking is generally well-received for its user-friendly interface and efficient service, with users finding it reliable for managing finances. Some users, however, encounter occasional technical glitches and service availability issues.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
HSBC UK Mobile Banking
#1 Users Choice
HSBC UK Mobile Banking is praised for its reliability, ease of use, and comprehensive features, with users appreciating its seamless transactions and excellent customer service. However, some users report issues with the user interface and occasional service interruptions.
NatWest Mobile Banking
#2 Runner-up
NatWest Mobile Banking receives mixed feedback, with many users appreciating its ease of use, comprehensive features, and convenience for day-to-day banking. However, some users experience issues with app stability, biometric features, and cheque deposit functionality.
Bank of America Mobile Banking
#3 Straggler
Bank of America Mobile Banking is generally well-received for its user-friendly interface and efficient service, with users finding it reliable for managing finances. Some users, however, encounter occasional technical glitches and service availability issues.

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Nuggets

Major Highlights of the Week

Update Loop
Users are stuck in an endless loop where the app requests an update, but after updating, it continues to prompt for another update, rendering the app unusable. This issue severely impacts user access and functionality, leading to frustration and potential loss of trust.
The app keeps asking me to update, but after updating, it still says I need to update again.
Biometric Frustrations
The app's reliance on biometric authentication for basic functions is causing user dissatisfaction, especially when the system fails to recognize users, locking them out of their accounts. This over-reliance on biometrics without adequate alternatives is a significant barrier to user access.
I was locked out because the app didn't recognize my face, and now I can't access my account.
Transaction Visibility
The removal of the running balance feature in transaction views has disrupted users' ability to track their finances effectively. This change has been met with significant backlash as it complicates financial management for users.
I can't see my running balance with transactions anymore, which makes tracking spending difficult.
Cora Ineffectiveness
The AI assistant Cora is frequently criticized for being unhelpful and unable to resolve user issues, leading to increased frustration and a perception of poor customer support. Users find Cora's responses repetitive and lacking in practical solutions.
Cora is useless and just repeats the same questions without solving my problem.
Login Complexity
The app's login process is overly complex, requiring multiple passwords and codes, which is exacerbated by the inability to use password managers. This complexity leads to a cumbersome user experience and potential security risks as users resort to writing down passwords.
I can't use my password manager, and the app resets if I switch apps, making login a nightmare.
Cheque Deposit Issues
The cheque deposit feature is unreliable, with users experiencing repeated failures and errors, particularly with camera functionality. This unreliability forces users to visit physical branches, negating the convenience of mobile banking.
The app won't accept my cheque deposit, saying the numbers don't match, even though they do.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Update Loop
Users are stuck in an endless loop where the app requests an update, but after updating, it continues to prompt for another update, rendering the app unusable. This issue severely impacts user access and functionality, leading to frustration and potential loss of trust.
Biometric Frustrations
The app's reliance on biometric authentication for basic functions is causing user dissatisfaction, especially when the system fails to recognize users, locking them out of their accounts. This over-reliance on biometrics without adequate alternatives is a significant barrier to user access.
Transaction Visibility
The removal of the running balance feature in transaction views has disrupted users' ability to track their finances effectively. This change has been met with significant backlash as it complicates financial management for users.
Cora Ineffectiveness
The AI assistant Cora is frequently criticized for being unhelpful and unable to resolve user issues, leading to increased frustration and a perception of poor customer support. Users find Cora's responses repetitive and lacking in practical solutions.
Login Complexity
The app's login process is overly complex, requiring multiple passwords and codes, which is exacerbated by the inability to use password managers. This complexity leads to a cumbersome user experience and potential security risks as users resort to writing down passwords.
Cheque Deposit Issues
The cheque deposit feature is unreliable, with users experiencing repeated failures and errors, particularly with camera functionality. This unreliability forces users to visit physical branches, negating the convenience of mobile banking.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great for checking balances and carrying out transfers, but I find it frustrating that important stuff like loans is now only on the app or phone. This prevents me from rating the app highly as I end up frustrated by its limitations compared to face-to-face banking.
Chris Wagg
The spending tab is less detailed and harder to track than it was before. It's such a shame and makes it much less useful, though the app is generally easy to use compared to other banks.
You should totes get this!
The app used to show the account balance against each transaction, but now it doesn't, making the list of transactions a lot less useful. Please bring back this feature.
wpck

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is great for checking balances and carrying out transfers, but I find it frustrating that important stuff like loans is now only on the app or phone. This prevents me from rating the app highly as I end up frustrated by its limitations compared to face-to-face banking.
Candice Wu
App Store
The spending tab is less detailed and harder to track than it was before. It's such a shame and makes it much less useful, though the app is generally easy to use compared to other banks.
Kelly Williams
Google Play
The app used to show the account balance against each transaction, but now it doesn't, making the list of transactions a lot less useful. Please bring back this feature.
Koray Okumus
Google Play

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