Santander Mobile Banking

User Experience Report

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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 Santander Mobile Banking's key feedback

Zelle Issues

A significant number of users report that the Zelle feature within the app is not functioning, often displaying a blank screen or failing to load. This issue affects approximately 15% of users, causing frustration as they rely on this feature for money transfers.

Zelle doesn't work; I open the link through the app and a blank page comes up.

Biometric Login Failures

Many users experience problems with the biometric login feature, which often fails to work, requiring them to enter passwords manually. This issue affects around 10% of users, leading to inconvenience and dissatisfaction with the app's security features.

Fingerprint login never works; I have to enter my password multiple times.

Login and Connectivity Problems

Users frequently encounter login issues, with the app often claiming there is no internet connection despite other apps working fine. This affects about 20% of users, causing significant frustration as they struggle to access their accounts.

Can't log into the app half the time; it claims internet issues but other apps work fine.

Transaction Visibility Issues

A number of users report that the app fails to display recent transactions, only showing account balances. This affects approximately 8% of users, hindering their ability to track their financial activities effectively.

The app doesn't show any transactions, just my balance.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Chase Mobile

Chase Mobile receives mixed feedback, with users praising its security features and ease of use, but criticizing the removal of the account preview feature and issues with customer service. Some users find the app convenient and reliable, while others are frustrated by changes and technical glitches.

#2 RUNNER UP

Santander Mobile Banking

Santander Mobile Banking garners mixed reviews, with users appreciating its user-friendly interface and convenience for managing accounts. However, many users report issues with mobile check deposits, login problems, and app crashes, indicating a need for technical improvements.

#3 Straggler

Wells Fargo Mobile

Wells Fargo Mobile is heavily criticized for its slow performance, frequent crashes, and poor user interface. Users express frustration with the app's unreliability, especially with mobile deposits and login issues, leading to a generally negative perception.

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Nuggets

Major Highlights of the Week

Zelle Issues

The integration with Zelle is frequently malfunctioning, resulting in blank screens and failed transactions, causing significant frustration for users. This issue is critical as it directly impacts the app's core functionality of money transfers.

Zelle doesn't work; I open the link through the app and a blank page comes up.

Biometric Failures

The biometric login feature is unreliable, often requiring users to enter passwords despite having set up fingerprint or facial recognition. This inconsistency undermines the app's security and user convenience.

Users experience frequent login issues, with error messages about internet connectivity despite having a stable connection. This problem severely affects user access and satisfaction.

Can't log into the app half the time; claiming internet issue but other bank apps work fine.

Transaction Visibility

The app often fails to display recent transactions, leaving users unable to track their financial activities effectively. This lack of transparency is a significant drawback for users relying on real-time updates.

App has not shown me any transactions; only my balance.

App Crashes

Frequent app crashes disrupt user experience, forcing them to reinstall the app repeatedly. This instability is a major concern for maintaining user trust and engagement.

App is buggy and doesn't work right anymore; doesn't show recent transactions and gives error messages.

Payment Scheduling Errors

Users face difficulties with scheduling payments, including incorrect dates and inability to modify scheduled payments. This issue complicates financial management and diminishes user confidence in the app's reliability.

App won't let you pick dates for payments; always messing up dates.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Zelle Issues

Biometric Failures

Users experience frequent login issues, with error messages about internet connectivity despite having a stable connection. This problem severely affects user access and satisfaction.

Transaction Visibility

App Crashes

Frequent app crashes disrupt user experience, forcing them to reinstall the app repeatedly. This instability is a major concern for maintaining user trust and engagement.

Payment Scheduling Errors

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is generally good, but the Zelle feature has stopped working, showing a blank screen. This issue has persisted despite attempts to clear cache and reinstall the app.

A Google user

The app is easy to use and convenient, but it often requires multiple logins and doesn't always recognize biometric authentication, which can be frustrating.

A Google user

While the app is functional, it lacks some features available on the website, like viewing PINs, and the quick balance widget often has issues.

Albert0628

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app is generally good, but the Zelle feature has stopped working, showing a blank screen. This issue has persisted despite attempts to clear cache and reinstall the app.

Candice Wu

App Store

The app is easy to use and convenient, but it often requires multiple logins and doesn't always recognize biometric authentication, which can be frustrating.

Kelly Williams

Google Play

While the app is functional, it lacks some features available on the website, like viewing PINs, and the quick balance widget often has issues.

Koray Okumus

Google Play

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User Experience Report

Report Date

Santander Mobile Banking

Top Insights This Week

Zelle Issues

Biometric Login Failures

Login and Connectivity Problems

Transaction Visibility Issues

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts