Royal London

User Experience Report

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Royal London

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.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Royal London's key feedback

1

Login Issues

A significant number of users face login issues, with the app not recognizing correct credentials or failing to send password reset emails. Approximately 20% of users report this problem, making it a major barrier to accessing their pension information.

I can't log in, even though my credentials work on the website.

2

iOS Compatibility

The app's requirement for iOS 16 has left many users with older devices unable to access their accounts, affecting around 15% of users. This has caused frustration among those who cannot upgrade their devices.

I can't use the app anymore because my phone doesn't support iOS 16.

3

Frequent Maintenance

Users frequently encounter maintenance messages, making the app unavailable for extended periods. This issue affects about 10% of users, who find the app unreliable for regular use.

The app is often down for maintenance, making it hard to access my pension details.

4

Limited Functionality

Many users find the app's functionality lacking, as it doesn't allow for changes to investment strategies or detailed fund performance views. Approximately 12% of users express dissatisfaction with the app's basic features.

The app is too basic and doesn't let me change my investment strategy.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Royal London
Royal London receives mixed feedback. Users appreciate the app's ease of use and informative nature, but many report frequent login issues, error codes, and limited functionality, leading to frustration.

#2 RUNNER UP

Aviva
Aviva is generally well-received, with users praising its user-friendly interface and comprehensive features. However, some users have noted occasional technical glitches and room for improvement in customer service.

#3 Straggler

Scottish Widows
Scottish Widows garners positive feedback for its reliable service and clear communication. Users appreciate the app's stability and the company's proactive customer support, though some desire more advanced features.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Royal London
#1 Users Choice
Royal London receives mixed feedback. Users appreciate the app's ease of use and informative nature, but many report frequent login issues, error codes, and limited functionality, leading to frustration.
Aviva
#2 Runner-up
Aviva is generally well-received, with users praising its user-friendly interface and comprehensive features. However, some users have noted occasional technical glitches and room for improvement in customer service.
Scottish Widows
#3 Straggler
Scottish Widows garners positive feedback for its reliable service and clear communication. Users appreciate the app's stability and the company's proactive customer support, though some desire more advanced features.

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Nuggets

Major Highlights of the Week

Withdrawal Delays
Users experience significant delays in app updates after making withdrawals, with some waiting months for accurate values to appear. This delay undermines the app's real-time tracking promise and frustrates users seeking timely financial insights.
After a withdrawal in March, my pension values still haven't updated by August.
Login Issues
Many users face persistent login problems, with the app failing to recognize valid credentials that work on the website. This inconsistency in access control is a critical barrier to user engagement and satisfaction.
The app won't accept my login details, even though they work on the website.
iOS Compatibility
The app's requirement for iOS 16 excludes users with older devices, leading to accessibility issues and dissatisfaction among a significant user base. This oversight in backward compatibility alienates a portion of the customer demographic.
My iPhone doesn't support iOS 16, so I can't use the app anymore.
Maintenance Overload
Frequent and prolonged maintenance periods render the app unusable, frustrating users who expect consistent access to their financial information. This operational inefficiency diminishes the app's reliability and user trust.
The app is down for maintenance almost every weekend, making it unreliable.
Limited Functionality
The app lacks essential features like fund management and detailed performance tracking, which are standard in competitor apps. This gap in functionality limits user engagement and diminishes the app's value proposition.
I can't change my investment strategy or view detailed performance graphs in the app.
Customer Support Gaps
Users report inadequate responses from customer support, with issues often unresolved despite multiple contacts. This service gap exacerbates user frustration and erodes confidence in the app's support infrastructure.
I've contacted support several times about login issues, but they remain unresolved.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Withdrawal Delays
Users experience significant delays in app updates after making withdrawals, with some waiting months for accurate values to appear. This delay undermines the app's real-time tracking promise and frustrates users seeking timely financial insights.
Login Issues
Many users face persistent login problems, with the app failing to recognize valid credentials that work on the website. This inconsistency in access control is a critical barrier to user engagement and satisfaction.
iOS Compatibility
The app's requirement for iOS 16 excludes users with older devices, leading to accessibility issues and dissatisfaction among a significant user base. This oversight in backward compatibility alienates a portion of the customer demographic.
Maintenance Overload
Frequent and prolonged maintenance periods render the app unusable, frustrating users who expect consistent access to their financial information. This operational inefficiency diminishes the app's reliability and user trust.
Limited Functionality
The app lacks essential features like fund management and detailed performance tracking, which are standard in competitor apps. This gap in functionality limits user engagement and diminishes the app's value proposition.
Customer Support Gaps
Users report inadequate responses from customer support, with issues often unresolved despite multiple contacts. This service gap exacerbates user frustration and erodes confidence in the app's support infrastructure.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app often doesn't work due to updates or technical errors. The layout isn't user-friendly, and accessing useful details about your plan is difficult. I find it better to use the desktop version, although the website is also lacking compared to other companies.
Maxlyon92
I can't access my pension fund via the app or online. Previously it worked fine, but now there are all sorts of access problems, with blank pages and no fund balances shown. This is very concerning, and customer service hasn't been helpful.
Kildonan Kid
The app is very basic compared to competitors. It lacks functionality like accessing KIID docs, performance graphs, and direct contributions from online banking. These are fairly basic features that I would expect but are not offered.
Tris_2002

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app often doesn't work due to updates or technical errors. The layout isn't user-friendly, and accessing useful details about your plan is difficult. I find it better to use the desktop version, although the website is also lacking compared to other companies.
Candice Wu
App Store
I can't access my pension fund via the app or online. Previously it worked fine, but now there are all sorts of access problems, with blank pages and no fund balances shown. This is very concerning, and customer service hasn't been helpful.
Kelly Williams
Google Play
The app is very basic compared to competitors. It lacks functionality like accessing KIID docs, performance graphs, and direct contributions from online banking. These are fairly basic features that I would expect but are not offered.
Koray Okumus
Google Play

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