TSB 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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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, with issues ranging from fingerprint recognition failures to unexpected errors during login attempts. Approximately 20% of users seem to be affected by these login problems, which can lead to frustration and inability to access accounts. "I can't log into my account; it keeps saying unexpected error despite entering the correct details."

2

Update Problems

Frequent updates are causing disruptions for users, with many reporting that updates render the app unusable or incompatible with their devices. This issue affects around 15% of users, who find themselves unable to access their accounts after an update. "After the latest update, the app is no longer compatible with my phone, and I can't access my account."

3

Lack of Notifications

Users are frustrated by the absence of instant notifications for transactions, a feature commonly available in other banking apps. This affects about 10% of users who want real-time alerts for money going in and out of their accounts. "I wish the app would notify me instantly when money is received or spent, like other banking apps do."

4

Cheque Deposit Issues

The cheque deposit feature is unreliable, with users experiencing difficulties in photographing and submitting cheques successfully. Approximately 5% of users have reported this issue, which often results in the need to visit a physical branch. "Trying to deposit a cheque is a nightmare; the app can't read the cheque, forcing me to go to the branch."

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Revolut
Revolut receives high praise for its ease of use, fast transactions, and global accessibility. Users appreciate its low fees, security features, and the ability to manage multiple currencies seamlessly. However, some users report issues with customer service and account restrictions.

#2 RUNNER UP

Starling Bank
Starling Bank is lauded for its user-friendly app, excellent customer service, and innovative features. Customers appreciate its ease of use and the ability to track spending effectively. Some users, however, express concerns about withdrawal limits and privacy issues.

#3 Straggler

TSB Mobile Banking
TSB Mobile Banking receives mixed feedback, with users appreciating its ease of use and security features like fingerprint login. However, many users report frequent technical issues, login problems, and dissatisfaction with updates, 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.
Revolut
#1 Users Choice
Revolut receives high praise for its ease of use, fast transactions, and global accessibility. Users appreciate its low fees, security features, and the ability to manage multiple currencies seamlessly. However, some users report issues with customer service and account restrictions.
Starling Bank
#2 Runner-up
Starling Bank is lauded for its user-friendly app, excellent customer service, and innovative features. Customers appreciate its ease of use and the ability to track spending effectively. Some users, however, express concerns about withdrawal limits and privacy issues.
TSB Mobile Banking
#3 Straggler
TSB Mobile Banking receives mixed feedback, with users appreciating its ease of use and security features like fingerprint login. However, many users report frequent technical issues, login problems, and dissatisfaction with updates, leading to frustration and consideration of switching banks.

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Nuggets

Major Highlights of the Week

Balance Privacy
Users are concerned about the lack of privacy when viewing account balances in public, as the app does not allow hiding balances during transactions. This feature is crucial for maintaining discretion in public settings.
I wish I could hide my account balance when making transfers in public places.
Cheque Deposit Issues
The cheque deposit feature is unreliable, often failing to recognize cheques, causing frustration and inefficiency compared to competitors. This inefficiency forces users to visit branches, negating the convenience of mobile banking.
Depositing a cheque is a nightmare; it never recognizes the cheque, unlike other banks.
Frequent Updates
Frequent app updates are perceived as unnecessary and disruptive, with users expressing frustration over the need to constantly update the app despite it functioning well. This disrupts user experience and can lead to app inaccessibility.
The app keeps asking for updates even when it works fine, which is very annoying.
Login Difficulties
Users face persistent login issues, including app crashes and errors, which prevent access to their accounts. These technical problems undermine the app's reliability and user trust.
I can't log in due to constant errors, making the app unusable.
Notification Absence
The absence of real-time transaction notifications is a significant drawback, as users expect instant alerts for account activity. This feature is standard in other banking apps and is crucial for financial awareness.
I don't get notifications for transactions, unlike other banking apps.
Device Compatibility
Recent updates have rendered the app incompatible with older devices, forcing users to consider purchasing new phones. This exclusionary practice limits access and frustrates long-term users.
The app update made it incompatible with my phone, and I can't access my account.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Balance Privacy
Users are concerned about the lack of privacy when viewing account balances in public, as the app does not allow hiding balances during transactions. This feature is crucial for maintaining discretion in public settings.
Cheque Deposit Issues
The cheque deposit feature is unreliable, often failing to recognize cheques, causing frustration and inefficiency compared to competitors. This inefficiency forces users to visit branches, negating the convenience of mobile banking.
Frequent Updates
Frequent app updates are perceived as unnecessary and disruptive, with users expressing frustration over the need to constantly update the app despite it functioning well. This disrupts user experience and can lead to app inaccessibility.
Login Difficulties
Users face persistent login issues, including app crashes and errors, which prevent access to their accounts. These technical problems undermine the app's reliability and user trust.
Notification Absence
The absence of real-time transaction notifications is a significant drawback, as users expect instant alerts for account activity. This feature is standard in other banking apps and is crucial for financial awareness.
Device Compatibility
Recent updates have rendered the app incompatible with older devices, forcing users to consider purchasing new phones. This exclusionary practice limits access and frustrates long-term users.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great but in this day and age why are we not having the option to approve all payments? This will stop a lot of fraud on accounts. The option to turn it on and off when required would be very reassuring.
Garet30
I feel you speak to other people with different banks and they can see all direct debits they have coming out that month and they can also see all their bank card details on the app. I personally think these kinds of additions would be great to add to the app.
AaronBM21
The app is beyond good, but as a suggestion, when you’re logged in and make a payment, the balance doesn’t change after a refresh. You need to turn it off and back on to update your balance.
toshehtth

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is great but in this day and age why are we not having the option to approve all payments? This will stop a lot of fraud on accounts. The option to turn it on and off when required would be very reassuring.
Candice Wu
App Store
I feel you speak to other people with different banks and they can see all direct debits they have coming out that month and they can also see all their bank card details on the app. I personally think these kinds of additions would be great to add to the app.
Kelly Williams
Google Play
The app is beyond good, but as a suggestion, when you’re logged in and make a payment, the balance doesn’t change after a refresh. You need to turn it off and back on to update your balance.
Koray Okumus
Google Play

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