Tide - Mobile Business Banking

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insightsSign in

Join our next webinar, no camera needed

Tide - Mobile Business 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.
Unlock All Insights
Sign In
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Tide - Mobile Business Banking's key feedback

1

Account Freezing Issues

A significant number of users, approximately 15%, report issues with their accounts being frozen without clear communication or resolution from customer support, causing major disruptions to their business operations.

My account was frozen, and despite providing the requested documentation, there was no follow-up, leaving me unable to access my funds.

2

Poor Customer Support

Around 20% of users express frustration with the slow and unhelpful customer service, which often fails to resolve issues promptly, leading to dissatisfaction and a lack of trust in the service.

Customer support is almost non-existent, and I had to wait weeks for a response to my queries.

3

Transaction Fees and Charges

Approximately 10% of users are unhappy with unexpected transaction fees and charges, such as fees for BACS payments and cash withdrawals, which they find excessive and not clearly communicated.

I was shocked to find a 20p charge for every BACS payment, which adds up quickly for a small business.

4

International Payment Problems

About 8% of users face difficulties with international transactions, including rejected payments and lack of notification, which hampers their ability to conduct business globally.

Payments from my US clients were rejected without notification, causing significant delays and confusion.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Starling Bank
Starling Bank receives high praise for its user-friendly app and excellent customer service. Users appreciate its innovative features and seamless banking experience, although some have faced issues with international transactions and withdrawal limits.

#2 RUNNER UP

Tide - Mobile Business Banking
Tide receives mixed feedback; users appreciate its invoicing and transaction labeling features, but many criticize its customer service and unexpected fees. Some users report issues with account setup and international payments, leading to frustration.

#3 Straggler

Revolut Business
Revolut Business is praised for its international transaction capabilities and user-friendly app. However, users express dissatisfaction with customer service and account closures without explanation, leading to trust issues.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Starling Bank
#1 Users Choice
Starling Bank receives high praise for its user-friendly app and excellent customer service. Users appreciate its innovative features and seamless banking experience, although some have faced issues with international transactions and withdrawal limits.
Tide - Mobile Business Banking
#2 Runner-up
Tide receives mixed feedback; users appreciate its invoicing and transaction labeling features, but many criticize its customer service and unexpected fees. Some users report issues with account setup and international payments, leading to frustration.
Revolut Business
#3 Straggler
Revolut Business is praised for its international transaction capabilities and user-friendly app. However, users express dissatisfaction with customer service and account closures without explanation, leading to trust issues.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

Account Freezing
Accounts are frequently frozen without clear communication, causing significant disruption to business operations. Users report prolonged periods of account inaccessibility and inadequate support to resolve these issues.
I haven’t been able to make any payments, account frozen, asking for documentation which has been sent and approved then gone silent.
International Payments
The app struggles with processing international payments, particularly in US dollars, leading to rejected transactions without notification. This limitation severely impacts businesses dealing with international clients.
Since when was a payment in US Dollars impossible to achieve?
Customer Support
Customer support is perceived as unresponsive and ineffective, with users unable to resolve issues promptly. The lack of timely communication exacerbates user frustration and erodes trust.
Over two weeks not a soul answered messages sent to support.
Unexpected Fees
Users are frustrated by unexpected fees for basic transactions, such as BACS payments and cash withdrawals, which are not clearly communicated upfront. These charges are seen as excessive and unjustified.
I can’t believe they charge 20p for every transfer going in or out that is actually insane.
Onboarding Issues
The onboarding process is hindered by technical glitches, such as errors when agreeing to terms, preventing users from completing account setup. This creates a barrier to entry and deters potential customers.
When I tick the 'agree to clear bank terms' box, I get an 'error, something went wrong'.
Cross-Selling Pressure
Users feel overwhelmed by aggressive cross-selling tactics and frequent prompts to adopt additional services. This approach is perceived as intrusive and detracts from the core banking experience.
After about a year of being a business customer they went from never calling to calling all the time trying to offer me other products and services.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Account Freezing
Accounts are frequently frozen without clear communication, causing significant disruption to business operations. Users report prolonged periods of account inaccessibility and inadequate support to resolve these issues.
International Payments
The app struggles with processing international payments, particularly in US dollars, leading to rejected transactions without notification. This limitation severely impacts businesses dealing with international clients.
Customer Support
Customer support is perceived as unresponsive and ineffective, with users unable to resolve issues promptly. The lack of timely communication exacerbates user frustration and erodes trust.
Unexpected Fees
Users are frustrated by unexpected fees for basic transactions, such as BACS payments and cash withdrawals, which are not clearly communicated upfront. These charges are seen as excessive and unjustified.
Onboarding Issues
The onboarding process is hindered by technical glitches, such as errors when agreeing to terms, preventing users from completing account setup. This creates a barrier to entry and deters potential customers.
Cross-Selling Pressure
Users feel overwhelmed by aggressive cross-selling tactics and frequent prompts to adopt additional services. This approach is perceived as intrusive and detracts from the core banking experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

Tide has a combination of all of the key features you'd need for a mobile business banking account all in one app. The automatic categorization of transactions is smart, saving me time at the end of the month. The financial goal-setting feature is just brilliant, making it easier to set and track savings targets.
Banksyy2619
I’ve been trying to love Tide for years, but the prepaid Mastercards are often not accepted, and customer service is incredibly slow. They charge £0.20 for every BACS payment, which is ridiculous on top of monthly fees. As a small business owner, I’ve found them more trouble than they are worth.
TheBarreBetch
Was really pleased when TIDE was new, but over the last few months, it has gone downhill. They increased the cost for paying in at the post office from £1.00 to £2.50, which is crazy for small businesses. Some larger banks don’t recognize TIDE, causing payment issues.
Jolston

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.
Chat to sales
Get started

The quotes of the week

Hear from some of the most impactful users to drive changes
Tide has a combination of all of the key features you'd need for a mobile business banking account all in one app. The automatic categorization of transactions is smart, saving me time at the end of the month. The financial goal-setting feature is just brilliant, making it easier to set and track savings targets.
Candice Wu
App Store
I’ve been trying to love Tide for years, but the prepaid Mastercards are often not accepted, and customer service is incredibly slow. They charge £0.20 for every BACS payment, which is ridiculous on top of monthly fees. As a small business owner, I’ve found them more trouble than they are worth.
Kelly Williams
Google Play
Was really pleased when TIDE was new, but over the last few months, it has gone downhill. They increased the cost for paying in at the post office from £1.00 to £2.50, which is crazy for small businesses. Some larger banks don’t recognize TIDE, causing payment issues.
Koray Okumus
Google Play

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

Feedback Search
AI Tagging & Prioritization
Surveys
Reports
Competitor Analysis
Feedback Alerts

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore
Anecdote logo
US flag
Palo Alto, California, USA
System normal
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
GDPR badgeAICPA badge
© Copyright 2025 Anecdote
About
Integrations
T&Cs
Security
Privacy policy