Plum: Smart Saving & Investing

User Experience Report

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Plum: Smart Saving & Investing

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 Plum: Smart Saving & Investing's key feedback

1

Customer Support Issues

A significant number of users, approximately 30%, express frustration with the lack of effective customer support, particularly the reliance on AI bots and the absence of a direct contact line, which leaves them feeling helpless when issues arise.

I have been emailing for days with no response, and there's no phone number to call for help.

2

Login and Access Problems

Around 25% of users report difficulties with logging in or accessing their accounts, often due to issues with Face ID, email recognition, or app crashes, which can lead to significant stress and inconvenience.

I can't log in with my email, and Face ID keeps failing, making it impossible to access my account.

3

Withdrawal and Transaction Delays

Approximately 20% of users experience delays or failures in withdrawing funds or completing transactions, which is particularly concerning when they cannot access their money when needed.

I've been trying to withdraw money for months, but every attempt fails, and support hasn't resolved it.

4

Technical Glitches

About 15% of users encounter frequent technical glitches, such as app crashes and interface issues, which hinder their ability to use the app smoothly and efficiently.

The app keeps crashing, and I can't navigate to the sections I need, making it very frustrating to use.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Revolut
Revolut receives high praise for its intuitive user interface, fast and secure transactions, and excellent international banking features. Users appreciate the app's ability to handle multiple currencies and its robust security measures, although some have reported issues with customer service.

#2 RUNNER UP

Plum: Smart Saving & Investing
Plum receives mixed feedback, with users appreciating its easy-to-use interface and helpful saving features, but some express frustration over unresolved technical issues and poor customer support. While many users find the app beneficial for saving and investing, others have faced challenges accessing their funds.

#3 Straggler

Monzo
Monzo is praised for its user-friendly design and effective budgeting tools, but it faces criticism for poor customer service and account access issues. Users appreciate the app's features for managing finances, but many have experienced difficulties with account freezes and lack of support.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Revolut
#1 Users Choice
Revolut receives high praise for its intuitive user interface, fast and secure transactions, and excellent international banking features. Users appreciate the app's ability to handle multiple currencies and its robust security measures, although some have reported issues with customer service.
Plum: Smart Saving & Investing
#2 Runner-up
Plum receives mixed feedback, with users appreciating its easy-to-use interface and helpful saving features, but some express frustration over unresolved technical issues and poor customer support. While many users find the app beneficial for saving and investing, others have faced challenges accessing their funds.
Monzo
#3 Straggler
Monzo is praised for its user-friendly design and effective budgeting tools, but it faces criticism for poor customer service and account access issues. Users appreciate the app's features for managing finances, but many have experienced difficulties with account freezes and lack of support.

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Nuggets

Major Highlights of the Week

Face ID Issues
Users experience frequent issues with Face ID, requiring them to re-enter passwords repeatedly, which disrupts the login process and diminishes user experience. This indicates a need for improved biometric authentication stability.
The app forgets Face ID, forcing me to re-enter my password every time.
Withdrawal Problems
Several users report being unable to withdraw their funds, with the app only showing deposit options and no effective customer support to resolve the issue. This raises concerns about the app's reliability in handling user funds.
I can't withdraw my £85, and there's no support to help me access my money.
Account Access Issues
Users face difficulties accessing their accounts due to login errors, such as unrecognized phone numbers or emails, leading to frustration and potential loss of access to funds. This suggests a need for robust account recovery processes.
My phone number isn't recognized, and I can't log in despite having an account.
Customer Support Gaps
The app's reliance on AI for customer support leaves users without timely human assistance, especially during critical issues like account access and fund withdrawal. This highlights the need for a more responsive support system.
The support is only a bot, and I can't get help with my account issues.
Interface Glitches
Users encounter interface issues where clicking on certain tabs like Investments or Pockets results in no action, indicating a need for UI/UX improvements to ensure seamless navigation.
Referral Scheme Failures
The referral scheme is not delivering promised payouts, even after users meet the referral criteria, leading to dissatisfaction and trust issues. This suggests a need for a review and enhancement of the referral tracking system.
I referred friends as required but haven't received any payout for it.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Face ID Issues
Users experience frequent issues with Face ID, requiring them to re-enter passwords repeatedly, which disrupts the login process and diminishes user experience. This indicates a need for improved biometric authentication stability.
Withdrawal Problems
Several users report being unable to withdraw their funds, with the app only showing deposit options and no effective customer support to resolve the issue. This raises concerns about the app's reliability in handling user funds.
Account Access Issues
Users face difficulties accessing their accounts due to login errors, such as unrecognized phone numbers or emails, leading to frustration and potential loss of access to funds. This suggests a need for robust account recovery processes.
Customer Support Gaps
The app's reliance on AI for customer support leaves users without timely human assistance, especially during critical issues like account access and fund withdrawal. This highlights the need for a more responsive support system.
Interface Glitches
Users encounter interface issues where clicking on certain tabs like Investments or Pockets results in no action, indicating a need for UI/UX improvements to ensure seamless navigation.
Referral Scheme Failures
The referral scheme is not delivering promised payouts, even after users meet the referral criteria, leading to dissatisfaction and trust issues. This suggests a need for a review and enhancement of the referral tracking system.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is extremely glitchy and the support is only provided by a bot which is frustrating. I thought I’d love the ease and swiftness of using Fintech but the reality of Plum is that it’s slow, glitchy and withholds your money which is quite unnerving when you are completely unable to contact anyone for help.
s0459254
I deposited £85 and tried withdrawing it, but this app won’t let me and only shows a deposit option. There is no call line for me to contact and the email they use is AI automated service replies. Wouldn’t recommend this app if you want your money taken.
jeharg16
I’ve used Plum before and thought I’d give it another go. Except, when I go to log in, it doesn’t recognize my phone number and tells me to make an account despite the fact I’ve had the same number for years. Maybe my account was fully deleted? Ok, go to make account, use my phone number, go to use my email… already in use. Ok, I’ll try logging in with my email then… tried 10 times and not a single login email was sent, no not in my junk either. Wait literally a whole day to see if it eventually comes through. It doesn’t.
Mercapto12345

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is extremely glitchy and the support is only provided by a bot which is frustrating. I thought I’d love the ease and swiftness of using Fintech but the reality of Plum is that it’s slow, glitchy and withholds your money which is quite unnerving when you are completely unable to contact anyone for help.
Candice Wu
App Store
I deposited £85 and tried withdrawing it, but this app won’t let me and only shows a deposit option. There is no call line for me to contact and the email they use is AI automated service replies. Wouldn’t recommend this app if you want your money taken.
Kelly Williams
Google Play
I’ve used Plum before and thought I’d give it another go. Except, when I go to log in, it doesn’t recognize my phone number and tells me to make an account despite the fact I’ve had the same number for years. Maybe my account was fully deleted? Ok, go to make account, use my phone number, go to use my email… already in use. Ok, I’ll try logging in with my email then… tried 10 times and not a single login email was sent, no not in my junk either. Wait literally a whole day to see if it eventually comes through. It doesn’t.
Koray Okumus
Google Play

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