M&S Banking
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
Login Issues
Several users experience difficulties logging into the app, especially after updates or when using new devices. This affects around 10% of users, who find the login process cumbersome and sometimes impossible.
Can't log in after update; app doesn't recognize my credentials.
Poor Customer Support
Users frequently mention long wait times and unhelpful customer service, which frustrates about 8% of users who need timely assistance for urgent issues.
Waited over 30 minutes for support, and the chat was unhelpful.
Security Concerns
Some users are uncomfortable with the app's security measures, such as scanning ID and face, fearing data breaches. This concern affects approximately 5% of users who are wary of potential security risks.
Uncomfortable with ID and face scan for login due to security risks.
Users' choice
Barclays Mobile Banking is highly praised for its user-friendly interface, reliability, and comprehensive features that make managing finances easy. Users appreciate the app's smooth functionality and the helpfulness of the customer service, although some have experienced issues with updates and specific features.
Runner up
HSBC UK Mobile Banking receives mixed feedback, with users appreciating its security features and ease of use. However, some users find the app's security measures intrusive and have faced difficulties with account access and customer service responsiveness.
Straggler
M&S Banking receives mixed reviews, with some users appreciating its simplicity and customer service, while others criticize its outdated features and technical issues. Users express frustration with the app's functionality, particularly with transaction visibility and customer support.
Delayed Transactions
Transactions take up to two days to appear, causing uncertainty about payment status and requiring lengthy customer service calls for confirmation. This delay is inconsistent with competitors who provide real-time transaction updates.
Login Issues
Users experience login failures after app updates, with the app not recognizing long-used credentials and requiring a digital code from the app to access accounts online, creating a frustrating loop. This issue disrupts access to account information and requires immediate resolution.
Security Concerns
The app's requirement to scan ID and face for login is perceived as insecure, especially given past security breaches, leading to concerns about data theft. Users feel this method unnecessarily risks their personal information.
Customer Service Delays
Long wait times and unresponsive chat support leave users frustrated, especially when dealing with urgent issues. The lack of a readily available contact number exacerbates the problem, leading to dissatisfaction with customer service.
Payment Processing Errors
Payments made through the app sometimes fail to process, leading to late fees and additional time spent resolving issues with customer support. This undermines trust in the app's reliability for financial transactions.
Outdated Features
The app lacks modern features such as viewing pending transactions and rewards points, which are standard in other banking apps. This outdated functionality frustrates users who expect more comprehensive digital banking tools.
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