Barclays
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Customer Service Access
The app's customer service options are limited, with users unable to access live chat or facing restricted phone support hours, affecting around 8% of users.
The app only offers phone support during office hours, and the live chat feature is missing.
App Setup Issues
Some users experience problems during the app setup process, such as being stuck at certain stages, impacting about 5% of users.
I got stuck at 60% during app setup because the NEXT button doesn't work.
Cheque Deposit Problems
The cheque deposit feature has degraded, with users struggling to get the app to recognize cheque outlines, affecting approximately 4% of users.
The cheque deposit feature has become unreliable, failing to recognize cheque outlines.
Users' choice
HSBC receives high praise for its user-friendly and reliable app, with many users appreciating the ease of navigation and the helpful customer service. However, some users express frustration with the app's security measures and occasional technical issues.
Runner up
Barclays app is generally well-received for its ease of use and comprehensive features, with many users finding it reliable and efficient. However, some users report issues with customer service and technical glitches, particularly with new account setups and app updates.
Straggler
Lloyds Bank app is appreciated for its ease of use and comprehensive features, with many users finding it reliable and efficient. However, some users report issues with customer service and technical glitches, particularly with new account setups and app updates.
Direct Debit Navigation
Users find it difficult to locate and manage direct debits within the app, indicating a need for improved navigation and user interface design in this area.
Business Card Visibility
Business account holders are unable to view their business cards in the app, while outdated personal cards remain visible, suggesting a need for better account management features.
Setup Process Issues
The app setup process is problematic, with users getting stuck at certain stages and buttons not functioning, highlighting a need for a more robust onboarding experience.
ISA Information Access
Users struggle to find details such as interest rates or expiry dates for rolled-over ISAs, indicating a need for clearer information presentation.
Chat Functionality Flaws
The chat feature is unreliable, with disappearing messages and missing notifications, which frustrates users and requires immediate attention to improve communication.
Jailbroken Device Error
Users are incorrectly receiving messages that the app does not support jailbroken devices, preventing access and indicating a need for accurate device status detection.
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
