Royal Bank of Scotland

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 Royal Bank of Scotland's key feedback

Update Loop Frustration

A significant number of users, approximately 15%, report being stuck in an endless update loop where the app demands an update even after it has been updated, preventing access to their accounts. This issue causes considerable frustration as users are unable to perform basic banking tasks.

After updating the app, it keeps asking me to update again, and I can't access my account.

Biometric Data Concerns

Around 10% of users express discomfort with the app's insistence on using biometric data for authentication, feeling it is intrusive and unnecessary. This requirement is a barrier for those who prefer not to share such personal information.

The app forces me to use biometrics to transfer money, which I don't want to do.

Transaction Approval Issues

Approximately 8% of users experience problems with transaction approvals, where the app fails to process payments even after approval, leading to repeated attempts and frustration.

I approve a payment in the app, but it doesn't go through, and I have to keep trying.

Cheque Deposit Failures

About 5% of users report issues with the cheque deposit feature, where the app crashes or fails to process cheque images, making it difficult to deposit cheques digitally.

The app crashes every time I try to deposit a cheque, making it impossible to use this feature.

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 fast and secure transactions, ease of use, and excellent international banking features. Users appreciate the app's seamless customer service and the ability to manage multiple currencies without hefty fees.

#2 RUNNER UP

Starling Bank

Starling Bank is lauded for its user-friendly interface and comprehensive banking features, making it a favorite among users. Customers appreciate its innovative approach and reliable service, although some express concerns about withdrawal limits and privacy issues.

#3 Straggler

Royal Bank of Scotland

The Royal Bank of Scotland app is generally well-received for its ease of use and comprehensive banking features, such as cheque deposit and emergency cash. However, some users report issues with app stability and customer service, leading to mixed feedback.

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Nuggets

Major Highlights of the Week

Update Loop

Users are stuck in an endless update loop where the app requests an update even after it has been updated, preventing access to their accounts. This issue is causing significant frustration and hindering basic banking functions.

I updated the app as required, but it keeps asking me to update again, and I can't access anything.

Biometric Frustrations

The app's insistence on biometric authentication for certain transactions is causing dissatisfaction, especially among users who prefer not to use biometrics. This requirement is perceived as intrusive and a barrier to accessing essential banking features.

Forcing me to use biometrics to transfer my money is a good reason to leave after many years.

Cheque Deposit Failures

The cheque deposit feature is unreliable, with users experiencing frequent errors and crashes when attempting to deposit cheques via the app. This issue is leading to inconvenience and dissatisfaction as users are forced to visit branches.

Tried to deposit cheques multiple times, but the app states there was a problem, forcing me to go to my local branch.

Transaction History Limitations

The app limits transaction history visibility to only three months, which is insufficient for users needing to access older records for financial management or warranty claims. This limitation is a significant drawback for users requiring comprehensive financial tracking.

You can only check transactions as far back as three months, which is not good if you need to check a receipt for a warranty claim.

Cora AI Ineffectiveness

The digital assistant Cora is ineffective in resolving user issues, often leading to frustration and unresolved queries. Users find the AI unhelpful and time-consuming, preferring direct human interaction for problem-solving.

Cora is a nightmare, and I can't even talk to someone about my issue because it's not within her predefined conversation topics.

App Crashes

Frequent app crashes are disrupting user experience, with the app closing unexpectedly during use. This instability is causing significant inconvenience and undermining trust in the app's reliability.

The app keeps crashing every time I try to open it, making it unusable.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Update Loop

Biometric Frustrations

Cheque Deposit Failures

Transaction History Limitations

Cora AI Ineffectiveness

App Crashes

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is easy to use for most things, but trying to deposit a cheque is time-consuming and difficult.

mrs mms

The app is simple and smooth to operate, but the logout button is not very prominent.

spudbaby

The app is great for managing finances, but the recent update has made it more complicated with unnecessary steps to access accounts.

A Google user

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User Experience Report

Report Date

Royal Bank of Scotland

Top Insights This Week

Update Loop Frustration

Biometric Data Concerns

Transaction Approval Issues

Cheque Deposit Failures

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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

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The quotes of the week

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