Zopa 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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Zopa Bank – 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 Zopa Bank – Mobile Banking's key feedback

1

App Crashes

A significant number of users report that the app frequently crashes or fails to load, particularly after updates, affecting approximately 20% of users. This issue often requires users to uninstall and reinstall the app to regain access, which is inconvenient and frustrating.

2

Customer Service Delays

Users express dissatisfaction with the slow and ineffective customer service, with about 15% of users affected. They report long wait times and unhelpful responses, which exacerbate their issues rather than resolve them.

3

Account Access Issues

Approximately 10% of users experience problems accessing their accounts, with the app mistakenly recognizing them as having an account or failing to load account details, leading to significant frustration.

4

Card Delivery Problems

Around 5% of users report issues with card delivery, where cards are delayed or sent to incorrect addresses despite providing correct information, leading to a lack of trust in the service.

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 user-friendly interface, flexibility, and competitive transaction fees. Users appreciate its seamless international money transfers and innovative features like disposable virtual cards.

#2 RUNNER UP

Zopa Bank – Mobile Banking
Zopa Bank receives mixed feedback; while many users appreciate its ease of use, clear layout, and good customer service, others report issues with app stability and customer support responsiveness.

#3 Straggler

Monzo
Monzo has a mix of positive and negative reviews, with users praising its budgeting features and design, but criticizing customer service and account handling issues.
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 user-friendly interface, flexibility, and competitive transaction fees. Users appreciate its seamless international money transfers and innovative features like disposable virtual cards.
Zopa Bank – Mobile Banking
#2 Runner-up
Zopa Bank receives mixed feedback; while many users appreciate its ease of use, clear layout, and good customer service, others report issues with app stability and customer support responsiveness.
Monzo
#3 Straggler
Monzo has a mix of positive and negative reviews, with users praising its budgeting features and design, but criticizing customer service and account handling issues.

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Nuggets

Major Highlights of the Week

App Crashes
The app frequently crashes when users attempt to access the 'savings hub' link, causing frustration and hindering financial management. This issue is particularly prevalent on iOS devices, leading to a poor user experience.
Account Access Issues
Users experience significant difficulties accessing their accounts, with the app often failing to load or requiring frequent reinstallation. This persistent issue undermines trust and usability, as users are unable to reliably manage their finances.
I have to uninstall and reinstall the app daily just to access my account.
Customer Service Delays
Customer service interactions are inefficient, with long wait times and unresolved issues, leading to user dissatisfaction. The lack of effective communication and resolution processes exacerbates user frustration.
Customer service takes ages to respond and never resolves my issues.
Inaccessible Cashback
The cashback feature is misleading, as users find it difficult to access their earned cashback, which is stored in an obscure 'growth hub'. This lack of transparency and accessibility diminishes the perceived value of the feature.
I can't access my cashback because it's hidden in a 'growth hub' that no one seems to know about.
Voice-Over Incompatibility
Recent updates have rendered the app incompatible with voice-over features, making it inaccessible for visually impaired users. This oversight in accessibility features alienates a segment of the user base.
The app no longer works with voice-over, making it unusable for me.
Payment Processing Errors
Users report duplicate payments being taken from their accounts without timely refunds, leading to financial inconvenience and loss of trust. The lack of accountability and resolution from customer support exacerbates the issue.
Zopa took my payment twice and hasn't refunded me after 20 days.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
App Crashes
The app frequently crashes when users attempt to access the 'savings hub' link, causing frustration and hindering financial management. This issue is particularly prevalent on iOS devices, leading to a poor user experience.
Account Access Issues
Users experience significant difficulties accessing their accounts, with the app often failing to load or requiring frequent reinstallation. This persistent issue undermines trust and usability, as users are unable to reliably manage their finances.
Customer Service Delays
Customer service interactions are inefficient, with long wait times and unresolved issues, leading to user dissatisfaction. The lack of effective communication and resolution processes exacerbates user frustration.
Inaccessible Cashback
The cashback feature is misleading, as users find it difficult to access their earned cashback, which is stored in an obscure 'growth hub'. This lack of transparency and accessibility diminishes the perceived value of the feature.
Voice-Over Incompatibility
Recent updates have rendered the app incompatible with voice-over features, making it inaccessible for visually impaired users. This oversight in accessibility features alienates a segment of the user base.
Payment Processing Errors
Users report duplicate payments being taken from their accounts without timely refunds, leading to financial inconvenience and loss of trust. The lack of accountability and resolution from customer support exacerbates the issue.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is buggy and has a poor user interface. I can't reorder savings pots, and the spinning wheel issue is frustrating. It's simply not acceptable in 2025 when you've got people's money at stake.
A1E4
I opened an account and have been waiting for my card for a month now. Despite confirming my address multiple times, the card still hasn't arrived. This experience doesn't inspire confidence in the reliability of this institution.
MJuli0108
The app doesn't load on my iPhone 15 Pro with the latest iOS. Customer service suggested using another phone, which is not a viable solution. I'd rather mine for gold than deal with this app for a credit card.
P.Wo

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is buggy and has a poor user interface. I can't reorder savings pots, and the spinning wheel issue is frustrating. It's simply not acceptable in 2025 when you've got people's money at stake.
Candice Wu
App Store
I opened an account and have been waiting for my card for a month now. Despite confirming my address multiple times, the card still hasn't arrived. This experience doesn't inspire confidence in the reliability of this institution.
Kelly Williams
Google Play
The app doesn't load on my iPhone 15 Pro with the latest iOS. Customer service suggested using another phone, which is not a viable solution. I'd rather mine for gold than deal with this app for a credit card.
Koray Okumus
Google Play

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