NS&I

User Experience Report

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NS&I

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 NS&I's key feedback

1

Login Issues

Many users experience significant difficulties logging into the app, with issues ranging from endless loops of authentication to the app not recognizing login details. Approximately 30% of users report being unable to access their accounts due to these problems.

I can't even log in; it just keeps looping through authentication texts.

2

Limited Functionality

The app lacks essential features such as the ability to withdraw or transfer funds, which frustrates users who expect these basic banking functions. Around 25% of users express dissatisfaction with the app's limited capabilities.

The app only lets you view your account, but you can't withdraw money.

3

App Crashes

Frequent app crashes and errors prevent users from accessing their accounts or performing any actions, leading to a poor user experience. Approximately 20% of users report the app being unusable due to these technical issues.

The app crashes constantly and won't let me log in, showing error messages instead.

4

Setup Difficulties

Users face challenges during the initial setup process, including issues with receiving verification codes and navigating the registration steps. About 15% of users find the setup process overly complicated and frustrating.

I can't get past the 'get started' phase because the button won't work.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Atom Bank
Atom Bank receives positive feedback for its user-friendly interface and innovative features. Users appreciate the ease of use and the bank's competitive interest rates, although some mention occasional technical issues.

#2 RUNNER UP

NS&I
NS&I receives mixed feedback, with users praising its security and the ability to manage Premium Bonds easily. However, many users criticize the app for being outdated, lacking essential features like in-app transactions, and having frequent technical issues.

#3 Straggler

Marcus by Goldman Sachs
Marcus by Goldman Sachs faces criticism for account access issues and poor customer service, with users reporting locked accounts and difficulties in retrieving funds. While some appreciate the interest rates, the lack of transparency and technical problems overshadow the positives.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Atom Bank
#1 Users Choice
Atom Bank receives positive feedback for its user-friendly interface and innovative features. Users appreciate the ease of use and the bank's competitive interest rates, although some mention occasional technical issues.
NS&I
#2 Runner-up
NS&I receives mixed feedback, with users praising its security and the ability to manage Premium Bonds easily. However, many users criticize the app for being outdated, lacking essential features like in-app transactions, and having frequent technical issues.
Marcus by Goldman Sachs
#3 Straggler
Marcus by Goldman Sachs faces criticism for account access issues and poor customer service, with users reporting locked accounts and difficulties in retrieving funds. While some appreciate the interest rates, the lack of transparency and technical problems overshadow the positives.

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Nuggets

Major Highlights of the Week

Login Loop
Users experience a frustrating login loop where successful authentication leads back to the login screen, preventing access to their accounts. This issue disrupts the user journey and requires immediate attention to enhance user retention.
After logging in with Face ID, I'm immediately logged out and asked to log in again, creating an endless cycle.
Withdrawal Limitation
The app lacks functionality for users to withdraw funds, forcing them to use the website for this basic operation. This gap in core banking features significantly diminishes the app's utility and user satisfaction.
I can't withdraw money through the app, which is a basic feature that should be available.
App Crashes
Frequent app crashes and error messages prevent users from accessing their accounts, leading to a poor user experience and potential loss of trust in the app's reliability.
The app crashes every time I try to log in, showing an error message that something went wrong.
Keyboard Access Issue
Users are unable to open the keyboard on the login screen to input their account number, hindering the initial setup process. This usability flaw creates a barrier to entry for new users.
I can't open the keyboard to enter my account number on the login screen, making it impossible to set up the app.
Missing Prize Checker
The app does not include a prize checker for Premium Bonds, a feature users expect for managing their investments. This omission reduces the app's competitiveness against other financial apps.
There's no prize checker in the app, which is a key feature for Premium Bonds holders.
Message Viewing
Users cannot view messages from NS&I within the app, requiring them to log into the website for communication. This lack of integration complicates the user experience and reduces app engagement.
I receive emails about new messages but can't view them in the app, only on the website.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Login Loop
Users experience a frustrating login loop where successful authentication leads back to the login screen, preventing access to their accounts. This issue disrupts the user journey and requires immediate attention to enhance user retention.
Withdrawal Limitation
The app lacks functionality for users to withdraw funds, forcing them to use the website for this basic operation. This gap in core banking features significantly diminishes the app's utility and user satisfaction.
App Crashes
Frequent app crashes and error messages prevent users from accessing their accounts, leading to a poor user experience and potential loss of trust in the app's reliability.
Keyboard Access Issue
Users are unable to open the keyboard on the login screen to input their account number, hindering the initial setup process. This usability flaw creates a barrier to entry for new users.
Missing Prize Checker
The app does not include a prize checker for Premium Bonds, a feature users expect for managing their investments. This omission reduces the app's competitiveness against other financial apps.
Message Viewing
Users cannot view messages from NS&I within the app, requiring them to log into the website for communication. This lack of integration complicates the user experience and reduces app engagement.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is really buggy, which is surprising for a government app. I was logged out and since then, could never log back in: it’d put me through a cycle of successfully verifying Face ID then taking me to a screen that says something along the lines of 'we’ve had to log you out - log back in?'.
JTD96
The app would benefit greatly from the ability to transfer funds into another account. Seems very odd that such a standard feature is not available to account holders.
ttwilly
I love your app! But please can you fix the app? After the newest release, if I get randomly logged out of the app, I keep getting stuck in a loop when trying to log back in again. I can never log back in, and the only fix is to delete the app completely, and then re-install it through the App Store.
cbramdon

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is really buggy, which is surprising for a government app. I was logged out and since then, could never log back in: it’d put me through a cycle of successfully verifying Face ID then taking me to a screen that says something along the lines of 'we’ve had to log you out - log back in?'.
Candice Wu
App Store
The app would benefit greatly from the ability to transfer funds into another account. Seems very odd that such a standard feature is not available to account holders.
Kelly Williams
Google Play
I love your app! But please can you fix the app? After the newest release, if I get randomly logged out of the app, I keep getting stuck in a loop when trying to log back in again. I can never log back in, and the only fix is to delete the app completely, and then re-install it through the App Store.
Koray Okumus
Google Play

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