Legal & General
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
App Crashes
Around 5% of users report that the app frequently crashes, preventing them from accessing their accounts or viewing their pension information.
The new app update today doesn't work on iOS; I can't see my pension or account information at all.
AI Chatbot Limitations
Approximately 3% of users find the AI chatbot, Ellie, unhelpful, especially for new customers seeking assistance with login issues.
As a new customer, the chat with AI Ellie couldn't answer any questions regarding login.
Privacy Concerns
A small portion of users, about 2%, express concerns over the amount of personal information required by the app, feeling it is excessive and intrusive.
They ask for too much personal information, like location and social security number, which feels like a trap.
Users' choice
Legal & General's app is praised for its ease of use, quick access to pension information, and user-friendly interface. However, some users report issues with app updates causing crashes and login problems, and a few express frustration with customer service and verification processes.
Runner up
PensionBee is appreciated for its simplicity and ease of consolidating pensions, with many users finding the app straightforward and the customer service helpful. However, some users criticize the app for technical issues, slow transfer processes, and concerns about investment performance.
Straggler
Nutmeg receives mixed feedback, with some users appreciating the app's simplicity and customer support, while others criticize it for technical issues, poor investment performance, and difficulties in account management. Many users express frustration with the app's functionality and customer service.
Email Verification
Users face persistent issues with email verification, preventing successful login attempts. This problem is exacerbated by prolonged loading times, leading to user frustration.
AI Chat Limitations
The AI chat feature fails to provide adequate support for new customers, particularly with login-related inquiries. This shortcoming diminishes the app's effectiveness in assisting users.
App Crashes
Frequent app crashes disrupt user experience, even after attempts to report the issue via email. The lack of response from support exacerbates user dissatisfaction.
Update Issues
A recent app update has rendered the app non-functional on iOS, preventing access to pension and account information. This critical failure impacts user trust and app reliability.
Excessive Data Requests
The app's data collection process is perceived as intrusive, requesting sensitive information beyond user expectations. This raises privacy concerns and deters potential users.
Delayed Services
Users experience significant delays in receiving promised services, such as welcome packets, leading to dissatisfaction. This delay undermines user confidence in service reliability.
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