Starling Bank - 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 Starling Bank - Mobile Banking's key feedback

Account Rejection

A significant number of users, approximately 10%, report frustration with account application rejections without clear reasons or opportunities to rectify issues. This lack of transparency in the application process leads to dissatisfaction and lost potential customers.

I was rejected for an account with no explanation, despite having a good credit score.

Security Concerns

Around 5% of users express concerns about the app's security measures, particularly the requirement for video selfies and the perceived invasion of privacy. These users feel that the security protocols are excessive and intrusive.

I find the requirement for a video selfie invasive and unnecessary for security.

Customer Support Issues

Approximately 7% of users have reported difficulties in reaching customer support or receiving satisfactory resolutions to their issues. This has led to frustration and a perception of inadequate customer service.

It's impossible to speak to anyone with decision-making authority when I have issues.

App Functionality Problems

About 6% of users have experienced issues with app functionality, such as problems with cheque deposits, UI changes, and transaction notifications. These issues affect the overall user experience and satisfaction.

The app update made cheque deposits more difficult, and I miss the old interface.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Starling Bank - Mobile Banking

Starling Bank receives high praise for its user-friendly app, excellent customer service, and innovative features like real-time notifications and budgeting tools. However, some users report issues with app functionality and customer support responsiveness.

#2 RUNNER UP

Revolut

Revolut is highly regarded for its fast and secure transactions, global accessibility, and user-friendly interface. Users appreciate the app's ability to handle multiple currencies and its robust security features, though some express concerns about customer service.

#3 Straggler

Monzo

Monzo is appreciated for its intuitive design and budgeting features, making it easy for users to manage their finances. However, there are significant complaints about customer service, account freezes, and lack of transparency in handling disputes.

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Nuggets

Major Highlights of the Week

Application Rejections

Numerous users experience unexplained rejections when applying for accounts, leading to frustration and a lack of clarity on eligibility criteria. This opaque process deters potential customers and damages trust in the onboarding experience.

I applied and got rejected without any reason, despite having a high credit rating.

Account Closures

Unexpected account closures without clear communication or justification leave users feeling abandoned and insecure about their financial stability. This practice undermines customer loyalty and raises concerns about the bank's reliability.

My account was closed without warning, leaving me unable to access my funds.

Facial Recognition Issues

The removal of facial recognition in favor of passwords is perceived as a downgrade in security, causing dissatisfaction among users who prefer biometric authentication. This change impacts the perceived security and convenience of the app.

Starling used to allow facial recognition, but now it's less secure with passwords.

Savings Account Limitations

Users are frustrated by the inability to set up automatic transfers into savings accounts, which limits their ability to manage finances efficiently. This restriction diminishes the appeal of the bank's savings products.

I can't set up automatic transfers into the Easy Saver account, which is inconvenient.

UI/UX Frustrations

Recent updates have cluttered the app's interface, making navigation cumbersome and detracting from the user experience. Users miss previous features like the pie chart, which provided clearer financial insights.

The new UI is cluttered, and I miss the pie chart for spending insights.

Customer Support Challenges

Difficulty in reaching decision-making authorities and receiving timely support frustrates users, leading to negative perceptions of customer service. This issue highlights the need for more accessible and effective support channels.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Application Rejections

Account Closures

Facial Recognition Issues

Savings Account Limitations

UI/UX Frustrations

Customer Support Challenges

Quotes of the week

Hear from some of the most impactful users to drive changes

I love Starling, the app is great. Clean, functional and fast. However, it boggles my mind that they would release savings accounts that you cannot make automatic transfers into (the Easy Saver and Cash ISA). These new accounts coincided with the removal of in-credit interest, making me less inclined to leave money sat around in Spaces. Please fix this, Starling. Let me set up automatic transfers into the savings accounts.

gavomatic57

I like Starling, but trying to get a small overdraft out of them is worse than applying for a mortgage. I have a whiter than white credit score, but according to them I don’t meet the criterion, even though I have more in savings with them than I was asking for in the overdraft. Definitely an ok bank, but could be so much better.

Mabplant

I was trying to open the bank account in Starling since last year. But still, they not offer to give me the bank account even though I have all of my genuine documents which I upload to them. Still, they are not offering me. I have never seen this kind of bank in my life. It's their loss because I want to open the Starling bank to keep my money for savings. If they can't I will go to some other bank.

A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes

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User Experience Report

Report Date

Starling Bank - Mobile Banking

Top Insights This Week

Account Rejection

Security Concerns

Customer Support Issues

App Functionality Problems

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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

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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

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