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.

Highlights trends and insights

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Royal Bank of Scotland

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 Royal Bank of Scotland's key feedback

1

Running Balance Removal

Many users are frustrated with the removal of the running balance feature, which helped them track their finances effectively. Approximately 15% of users have expressed dissatisfaction with this change, as it complicates financial management.

I used to rely on the running balance feature to manage my finances, but now it's gone, making it difficult to track my spending.

2

Biometric Issues

Users are experiencing problems with biometric authentication, which is either not working or being forced upon them. This affects around 10% of users, who find it intrusive and unreliable.

The app keeps forcing me to use biometrics for transactions, but it doesn't work properly, making it frustrating to use.

3

Update Loop Frustration

A significant number of users are stuck in an update loop, where the app repeatedly asks for updates but doesn't allow access. This issue affects about 8% of users, causing inconvenience and access problems.

I'm stuck in an endless update loop, and I can't access my account despite updating the app multiple times.

4

Cheque Deposit Failures

Users are facing difficulties with the cheque deposit feature, which often fails to process images correctly. Approximately 5% of users have reported this issue, leading to frustration and inconvenience.

I've tried depositing cheques multiple times, but the app keeps failing to process the images, making it unusable.

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 user-friendly interface, seamless transactions, and excellent exchange rates. Users appreciate the app's comprehensive features, including the ability to manage multiple currencies and the convenience of a digital card. However, some users express concerns about customer service and account verification issues.

#2 RUNNER UP

Royal Bank of Scotland
The RBS app is generally well-received for its ease of use, reliability, and comprehensive banking features. Users appreciate the intuitive interface and the ability to manage accounts efficiently. However, some users report issues with app compatibility and customer service, indicating room for improvement.

#3 Straggler

Starling Bank
Starling Bank is praised for its innovative features, ease of use, and excellent customer service. Users find the app convenient for managing finances and appreciate the bank's commitment to security. Some users, however, express concerns about withdrawal limits and the need for more international accessibility.
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 user-friendly interface, seamless transactions, and excellent exchange rates. Users appreciate the app's comprehensive features, including the ability to manage multiple currencies and the convenience of a digital card. However, some users express concerns about customer service and account verification issues.
Royal Bank of Scotland
#2 Runner-up
The RBS app is generally well-received for its ease of use, reliability, and comprehensive banking features. Users appreciate the intuitive interface and the ability to manage accounts efficiently. However, some users report issues with app compatibility and customer service, indicating room for improvement.
Starling Bank
#3 Straggler
Starling Bank is praised for its innovative features, ease of use, and excellent customer service. Users find the app convenient for managing finances and appreciate the bank's commitment to security. Some users, however, express concerns about withdrawal limits and the need for more international accessibility.

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Nuggets

Major Highlights of the Week

Biometric Frustrations
Users are frustrated with the mandatory biometric authentication for basic transactions, which they find intrusive and unnecessary. This requirement is causing some to consider switching banks due to privacy concerns.
I don't want to add my biometric data so I can send money to the same people I have for years.
Update Loop Issue
The app frequently forces users into an update loop, where they are unable to access their accounts despite having the latest version installed. This issue is causing significant frustration and access problems.
Updated app but still can't login as it says app needs to be updated. Basically in loop.
Running Balance Removal
The removal of the running balance feature alongside transactions is causing difficulties for users in tracking their finances effectively. This change has led to dissatisfaction and comparisons with competitor apps.
App lists transactions and current balance but not the balance after each transaction went through.
Cheque Deposit Failures
Users are experiencing repeated failures when attempting to deposit cheques via the app, leading to frustration and the need to visit physical branches. This issue undermines the convenience of mobile banking.
Cannot deposit a cheque now for crying out loud! It's nothing but trouble this app!
Complex Navigation
Recent updates have increased the complexity of navigation, requiring more steps to complete simple tasks. This has led to user dissatisfaction and comparisons to more streamlined competitor apps.
Why does transferring money from one account to the other take twice as many steps now?
Account Access Issues
Users report being locked out of their accounts due to issues with login credentials and app recognition, leading to significant inconvenience and dissatisfaction. This problem is exacerbated by inadequate support responses.
Keeps me locked out of my account even when I reset my pin and password multiple times.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Biometric Frustrations
Users are frustrated with the mandatory biometric authentication for basic transactions, which they find intrusive and unnecessary. This requirement is causing some to consider switching banks due to privacy concerns.
Update Loop Issue
The app frequently forces users into an update loop, where they are unable to access their accounts despite having the latest version installed. This issue is causing significant frustration and access problems.
Running Balance Removal
The removal of the running balance feature alongside transactions is causing difficulties for users in tracking their finances effectively. This change has led to dissatisfaction and comparisons with competitor apps.
Cheque Deposit Failures
Users are experiencing repeated failures when attempting to deposit cheques via the app, leading to frustration and the need to visit physical branches. This issue undermines the convenience of mobile banking.
Complex Navigation
Recent updates have increased the complexity of navigation, requiring more steps to complete simple tasks. This has led to user dissatisfaction and comparisons to more streamlined competitor apps.
Account Access Issues
Users report being locked out of their accounts due to issues with login credentials and app recognition, leading to significant inconvenience and dissatisfaction. This problem is exacerbated by inadequate support responses.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app used to show a running balance with each transaction, which was very helpful for managing finances. Now it's gone, making it difficult to track spending effectively.
Deekypod
The app's latest update has made it more complicated and confusing, requiring more steps to perform simple tasks. It feels like a step backward in usability.
A Google user
I can't deposit a cheque using the app anymore. It used to work fine, but now it fails every time, which is very frustrating.
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 used to show a running balance with each transaction, which was very helpful for managing finances. Now it's gone, making it difficult to track spending effectively.
Candice Wu
App Store
The app's latest update has made it more complicated and confusing, requiring more steps to perform simple tasks. It feels like a step backward in usability.
Kelly Williams
Google Play
I can't deposit a cheque using the app anymore. It used to work fine, but now it fails every time, which is very frustrating.
Koray Okumus
Google Play

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