Tesco Bank and Clubcard Pay+

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 Tesco Bank and Clubcard Pay+'s key feedback

Update Issues

A significant number of users, approximately 15%, report being unable to update the app, resulting in a non-functional application. This issue persists despite attempts to update over both WiFi and mobile data, leading to frustration and inability to use the app.

The app prompts for an update but remains stuck at 0%, rendering it unusable.

Transaction Inconsistencies

Around 10% of users experience discrepancies between their account balance and transaction history, with transactions appearing twice or not at all. This inconsistency makes it difficult for users to trust the app for accurate financial tracking.

The app shows a balance that doesn't match the transactions listed, causing confusion.

Login and Access Problems

Approximately 12% of users face issues logging into the app, with some being logged out unexpectedly or unable to access their accounts despite entering correct credentials. This problem is exacerbated by a lack of effective customer support.

I can't log in to the app anymore, and support is unhelpful.

Payment Processing Delays

About 8% of users report delays in payment processing, where payments take several days to reflect in their accounts, causing inconvenience and potential financial issues.

Transferred money from my credit card, but it took five days to reach my account, accruing interest in the meantime.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Revolut

Revolut receives high praise for its ease of use, low fees, and excellent international money transfer capabilities. Users appreciate its user-friendly interface and the ability to manage multiple currencies seamlessly, although some have reported issues with customer support and account verification.

#2 RUNNER UP

Starling Bank

Starling Bank is lauded for its user-friendly app and excellent customer service, with many users appreciating its innovative features and ease of use. However, some users have expressed concerns about withdrawal limits and privacy issues related to card information.

#3 Straggler

Tesco Bank and Clubcard Pay+

Tesco Bank and Clubcard Pay+ likely receive mixed feedback, with users appreciating the convenience of managing multiple accounts in one app and features like Face ID and transaction history search. However, there may be concerns about app stability and customer support responsiveness.

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Nuggets

Major Highlights of the Week

Update Issues

The app frequently fails to update, leaving users stuck on an endless loading screen, which disrupts access to their accounts. This issue persists across different devices and network connections, indicating a systemic problem with the update mechanism.

The app prompts for an update but remains stuck at 0% despite multiple attempts on both WiFi and mobile data.

Transaction Visibility

Users experience discrepancies between displayed balances and transaction histories, with transactions appearing twice or not at all. This inconsistency undermines trust in the app's ability to accurately reflect account activity.

The app shows a balance that doesn't match the transactions listed, with some transactions appearing twice.

Biometric Login

Despite industry standards, the app lacks biometric login options on iPads, causing frustration among users who expect this feature for convenience and security. This omission is particularly glaring given the parent company's support for biometrics.

Payment Processing Delays

There are significant delays in processing payments and updating available balances, causing confusion and potential financial mismanagement. Users report that payments take days to reflect, impacting their ability to manage finances effectively.

Transferred money from my Tesco credit card, but it took five days to reach my account, with interest accruing immediately.

App Navigation

The app frequently redirects users to the web version for tasks that should be handled in-app, leading to a fragmented and inefficient user experience. This reliance on external navigation suggests a lack of integrated functionality.

Every option chosen in the app redirects to the web version, indicating the app can't perform tasks independently.

Security and PIN Access

The app does not allow users to view their PIN, requiring a physical letter to be sent, which is both time-consuming and environmentally unfriendly. This outdated approach contrasts with competitors who offer instant PIN access within their apps.

Forgot my PIN and the app requires a letter to be sent, taking 3–7 days, unlike other apps that show it instantly.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Update Issues

Transaction Visibility

Biometric Login

Payment Processing Delays

App Navigation

Security and PIN Access

Quotes of the week

Hear from some of the most impactful users to drive changes

The app displays a balance that doesn't match the transactions listed, showing transactions twice or not at all. This inconsistency makes it unreliable, especially when mixing real-time with overnight processing.

Chippelsea

The app update process is broken; it prompts for an update but never progresses past 0%. This issue persists across both WiFi and mobile data, making the app unusable.

Vinsta76

The app's lack of biometric login on iPads is frustrating, especially since other banks, including Tesco's parent company Barclays, offer this feature. It feels like Tesco Bank is lagging behind in security features.

InsiderMINI

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The quotes of the week

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Candice Wu

App Store

The app update process is broken; it prompts for an update but never progresses past 0%. This issue persists across both WiFi and mobile data, making the app unusable.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Tesco Bank and Clubcard Pay+

Top Insights This Week

Update Issues

Transaction Inconsistencies

Login and Access Problems

Payment Processing Delays

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

Start your 14-day free trial

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