Santander Mobile Banking

User Experience Report

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Santander Mobile Banking

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 Santander Mobile Banking's key feedback

1

Login Issues

A significant number of users experience frequent login issues, including problems with biometric authentication and repeated requests for passwords or passcodes. Approximately 20% of users report these issues, which can lead to frustration and hinder access to their accounts.

The app never lets me sign in with biometrics on the first try.

2

App Crashes

Many users report that the app crashes frequently, making it difficult to perform banking tasks. This issue affects around 15% of users, causing inconvenience and potentially leading to missed transactions or payments.

The app crashes often and won't let me log in to make payments.

3

Transaction Visibility

Users often complain about not being able to see recent transactions or account activity, which affects their ability to manage finances effectively. This problem impacts about 10% of users, leading to dissatisfaction with the app's functionality.

I can't see transactions or anything else but what's in my account.

4

Security Features

The app's security features, such as multi-factor authentication, are seen as cumbersome and intrusive by some users. Approximately 8% of users find these features to be excessive, impacting their overall experience with the app.

Why do I have to enter the password? I signed up for biometrics but the app always demands the password.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Chase Mobile
Chase Mobile is highly praised for its user-friendly design, intuitive interface, and robust security features. Users appreciate the convenience of managing accounts and the responsive customer service, although some express frustration with fees and occasional app glitches.

#2 RUNNER UP

Santander Mobile Banking
Santander Mobile Banking receives mixed feedback, with users appreciating its ease of use and helpful features for account management. However, some users report issues with app stability, login problems, and difficulties with mobile check deposits, leading to a varied user experience.

#3 Straggler

Wells Fargo Mobile
Wells Fargo Mobile is criticized for being slow, buggy, and unreliable, with users frequently experiencing app crashes and login issues. Many express frustration with the app's performance, particularly with mobile check deposits, and suggest that the app needs significant improvements.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Chase Mobile
#1 Users Choice
Chase Mobile is highly praised for its user-friendly design, intuitive interface, and robust security features. Users appreciate the convenience of managing accounts and the responsive customer service, although some express frustration with fees and occasional app glitches.
Santander Mobile Banking
#2 Runner-up
Santander Mobile Banking receives mixed feedback, with users appreciating its ease of use and helpful features for account management. However, some users report issues with app stability, login problems, and difficulties with mobile check deposits, leading to a varied user experience.
Wells Fargo Mobile
#3 Straggler
Wells Fargo Mobile is criticized for being slow, buggy, and unreliable, with users frequently experiencing app crashes and login issues. Many express frustration with the app's performance, particularly with mobile check deposits, and suggest that the app needs significant improvements.

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Nuggets

Major Highlights of the Week

Login Issues
Frequent login failures and repeated requests for passwords or passcodes frustrate users, impacting their ability to access accounts efficiently. This issue is exacerbated by unreliable biometric authentication, which often fails to work as intended.
I have to enter my password multiple times before it finally logs me in.
Transaction Visibility
Users are unable to view recent transactions, with the app often displaying 'no recent activity' despite active account usage. This lack of transparency hinders users' ability to track their financial activities effectively.
I can't see any transactions, just my balance, which is very frustrating.
App Crashes
The app frequently crashes or fails to open, particularly after updates, leading to significant user dissatisfaction and consideration of switching banks. This instability undermines trust in the app's reliability.
The app crashes every time I try to open it, making it unusable.
Biometric Failures
Biometric login features, such as fingerprint recognition, are consistently unreliable, forcing users to revert to less secure password entry. This inconsistency diminishes the app's convenience and security appeal.
Fingerprint login never works; I have to type my password every time.
Security Overreach
Excessive security measures, such as repeated passcode requests, are perceived as intrusive and unnecessary, especially when using the same device. This overemphasis on security disrupts the user experience.
Why do I need a passcode every time when I'm using the same phone?
Update Issues
Recent updates have introduced more problems than they solved, including login difficulties and transaction visibility issues. Users express frustration over the app's declining functionality post-update.
After the update, I can't log in or see my transactions, making the app useless.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Login Issues
Frequent login failures and repeated requests for passwords or passcodes frustrate users, impacting their ability to access accounts efficiently. This issue is exacerbated by unreliable biometric authentication, which often fails to work as intended.
Transaction Visibility
Users are unable to view recent transactions, with the app often displaying 'no recent activity' despite active account usage. This lack of transparency hinders users' ability to track their financial activities effectively.
App Crashes
The app frequently crashes or fails to open, particularly after updates, leading to significant user dissatisfaction and consideration of switching banks. This instability undermines trust in the app's reliability.
Biometric Failures
Biometric login features, such as fingerprint recognition, are consistently unreliable, forcing users to revert to less secure password entry. This inconsistency diminishes the app's convenience and security appeal.
Security Overreach
Excessive security measures, such as repeated passcode requests, are perceived as intrusive and unnecessary, especially when using the same device. This overemphasis on security disrupts the user experience.
Update Issues
Recent updates have introduced more problems than they solved, including login difficulties and transaction visibility issues. Users express frustration over the app's declining functionality post-update.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is very convenient and helpful, but it lacks some functionality compared to the website. I need to download other Santander apps to view my PIN and still have issues with the quick balance widget.
Albert0628
I'd love to use Santander more for payments, but the app does not notify me when a payment has been made with my Santander card.
sin🤞🏼
The app is good, but the bank is terrible. Someone stole money from my checking account twice, and they didn't help me. Very unsafe, not recommended.
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 is very convenient and helpful, but it lacks some functionality compared to the website. I need to download other Santander apps to view my PIN and still have issues with the quick balance widget.
Candice Wu
App Store
I'd love to use Santander more for payments, but the app does not notify me when a payment has been made with my Santander card.
Kelly Williams
Google Play
The app is good, but the bank is terrible. Someone stole money from my checking account twice, and they didn't help me. Very unsafe, not recommended.
Koray Okumus
Google Play

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