TSB Mobile Banking

User Experience Report

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TSB 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 TSB Mobile Banking's key feedback

1

Login Issues

A significant number of users report difficulties logging into the app, often requiring multiple attempts or reinstallation. This issue affects approximately 20% of users, causing frustration and inconvenience.

I can't log in despite using the correct details, and reinstalling doesn't help.

2

App Freezing

Users frequently experience the app freezing or crashing, particularly during critical tasks like transferring money. This affects around 15% of users, leading to dissatisfaction and potential financial inconvenience.

The app freezes when I try to transfer money, making it unreliable.

3

Update Problems

Many users are frustrated with frequent updates that often lead to compatibility issues or app malfunctions. Approximately 10% of users report being unable to use the app post-update.

After the latest update, the app won't open on my device.

4

Lack of Notifications

A notable portion of users are dissatisfied with the absence of push notifications for transactions, a feature commonly available in other banking apps. This affects about 8% of users who find it inconvenient to manually check for updates.

I wish the app had transaction notifications like other banks do.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Lloyds Bank Mobile Banking
Lloyds Bank Mobile Banking is highly praised for its reliability, ease of use, and efficient customer service. Users appreciate the app's straightforward interface and the security features, although some have experienced issues with updates and customer support.

#2 RUNNER UP

NatWest Mobile Banking
NatWest Mobile Banking receives positive feedback for its user-friendly interface and comprehensive features, making transactions quick and easy. However, some users report issues with biometric login and customer support, particularly when traveling internationally.

#3 Straggler

TSB Mobile Banking
TSB Mobile Banking receives mixed feedback, with users appreciating its ease of use and functionality when it works. However, many users experience frequent technical issues, such as login problems and app crashes, leading to frustration and consideration of switching banks.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Lloyds Bank Mobile Banking
#1 Users Choice
Lloyds Bank Mobile Banking is highly praised for its reliability, ease of use, and efficient customer service. Users appreciate the app's straightforward interface and the security features, although some have experienced issues with updates and customer support.
NatWest Mobile Banking
#2 Runner-up
NatWest Mobile Banking receives positive feedback for its user-friendly interface and comprehensive features, making transactions quick and easy. However, some users report issues with biometric login and customer support, particularly when traveling internationally.
TSB Mobile Banking
#3 Straggler
TSB Mobile Banking receives mixed feedback, with users appreciating its ease of use and functionality when it works. However, many users experience frequent technical issues, such as login problems and app crashes, leading to frustration and consideration of switching banks.

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Nuggets

Major Highlights of the Week

Login Issues
Users frequently encounter login problems, often requiring app reinstallation or device restarts to access their accounts. This disrupts the user experience and may lead to customer attrition.
I have reinstalled this app 3 times and I am still unable to login.
Fingerprint Failures
The fingerprint authentication feature is unreliable, often failing to recognize users' fingerprints, leading to frustration and repeated login attempts. This undermines the app's security and convenience promises.
Fingerprint never works. I have updated, reset, still doesn't work.
Update Frustrations
Frequent app updates are causing disruptions, with some users unable to access the app post-update. This results in a negative perception of the app's reliability and user-friendliness.
Just updated the app today and now I get 'can't access the app at the moment'.
Push Notifications Missing
The absence of push notifications for transactions is a significant drawback compared to competitors, affecting real-time account monitoring and user satisfaction.
All other banking apps I use send push notifications when money is received, TSB has always been lagging behind.
Cheque Deposit Issues
The cheque deposit feature is unreliable, often failing to process cheques correctly, which forces users to visit branches, negating the app's convenience.
Extremely difficult to pay in a cheque. Takes ages to photograph then won’t accept.
Complex Registration
The registration process is overly complicated, with multiple steps and frequent errors, deterring new users and complicating account setup.
Trying to set it up is like going through an exam, create a user name, password, memorable word, 3 answers to memorable questions, passcodes, it's all a bit too much.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Login Issues
Users frequently encounter login problems, often requiring app reinstallation or device restarts to access their accounts. This disrupts the user experience and may lead to customer attrition.
Fingerprint Failures
The fingerprint authentication feature is unreliable, often failing to recognize users' fingerprints, leading to frustration and repeated login attempts. This undermines the app's security and convenience promises.
Update Frustrations
Frequent app updates are causing disruptions, with some users unable to access the app post-update. This results in a negative perception of the app's reliability and user-friendliness.
Push Notifications Missing
The absence of push notifications for transactions is a significant drawback compared to competitors, affecting real-time account monitoring and user satisfaction.
Cheque Deposit Issues
The cheque deposit feature is unreliable, often failing to process cheques correctly, which forces users to visit branches, negating the app's convenience.
Complex Registration
The registration process is overly complicated, with multiple steps and frequent errors, deterring new users and complicating account setup.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app frequently logs me out and requires reinstallation to work again. It's frustrating and unreliable, especially when I need to make urgent transactions.
A Google user
The app lacks push notifications for transactions, which is a standard feature in other banking apps. This is a crucial feature for real-time account management.
A Google user
The app's fingerprint login feature is inconsistent and often fails, requiring multiple attempts to access my account. This needs improvement for a smoother user experience.
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 frequently logs me out and requires reinstallation to work again. It's frustrating and unreliable, especially when I need to make urgent transactions.
Candice Wu
App Store
The app lacks push notifications for transactions, which is a standard feature in other banking apps. This is a crucial feature for real-time account management.
Kelly Williams
Google Play
The app's fingerprint login feature is inconsistent and often fails, requiring multiple attempts to access my account. This needs improvement for a smoother user experience.
Koray Okumus
Google Play

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