NatWest Mobile 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
Transaction Visibility
The removal of the feature showing account balance after each transaction has frustrated users who rely on it for budgeting. This affects about 15% of users.
I miss the feature that showed my balance after each transaction, which was crucial for tracking my spending.
Device Compatibility
The app's requirement for the latest OS versions excludes users with older devices, causing dissatisfaction among approximately 8% of users.
I can't use the app on my older iPad because it doesn't support the latest OS, forcing me to consider other banking options.
Customer Support Frustrations
Users find the app's support structure inadequate, with limited options to report issues and poor response times, affecting around 12% of users.
The app's support is frustratingly limited, making it hard to report problems effectively.
Users' choice
Lloyds Bank Mobile Banking app is praised for its user-friendly interface and comprehensive features, making it easy for users to manage their accounts and perform transactions. However, some users have reported technical issues and find the app's promotional notifications intrusive.
Runner up
Barclays Mobile Banking app is highly regarded for its ease of use and reliability, with users appreciating its smooth functionality and helpful features for managing finances. Despite this, some users have experienced technical glitches and issues with customer service.
Straggler
NatWest Mobile Banking app receives mixed feedback, with users appreciating its comprehensive features and ease of use for everyday banking. However, there are complaints about technical issues, lack of customer support, and dissatisfaction with recent updates that have removed useful features.
Biometric Issues
Users face persistent issues with biometric authentication, leading to repeated app setup processes. This disrupts user experience and hinders seamless access to app features.
Transaction Visibility
The removal of the running balance feature after each transaction has frustrated users who rely on it for budgeting and financial tracking. This change reduces transparency and complicates financial management.
Device Compatibility
The app's requirement for the latest OS versions excludes users with older devices, forcing them to consider costly upgrades. This limits accessibility and may drive users to alternative banking solutions.
Payment Alerts
Users report that balance alerts and direct debit notifications have stopped working, causing stress and financial mismanagement. This inconsistency in alert functionality affects joint account holders differently.
App Navigation
The app's navigation and user interface changes have made it difficult for users to perform basic tasks like viewing payment dates and managing transactions. This complexity diminishes user satisfaction and usability.
Customer Support
The app's reliance on automated support systems like 'CORA' limits users' ability to report specific issues, leading to frustration and consideration of switching banks. This lack of personalized support undermines customer trust.
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