Royal London
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
Frequent Maintenance
Users frequently encounter app downtime due to planned maintenance, which disrupts their ability to access pension information. This issue affects around 20% of users, who find the maintenance schedule excessive compared to other financial apps.
Every time I try to use the app, it’s down for maintenance, which is very irritating.
Delayed Updates
There are complaints about delays in updating pension values and contributions, with some users waiting months for accurate information. This affects about 15% of users, causing concern over the reliability of the app's data.
It takes months before the app shows our values after a withdrawal, which is frustrating.
Compatibility Problems
The app's requirement for iOS 16 has left users with older devices unable to access their accounts, affecting approximately 25% of users. This has led to dissatisfaction as they cannot upgrade their devices frequently.
I can’t upgrade the app because my phone doesn’t support iOS 16, making it useless.
Users' choice
Standard Life receives high praise for its user-friendly app, which allows easy management of pensions and investments. Users appreciate the straightforward navigation and the ability to consolidate pensions seamlessly, although some have reported issues with performance charts and occasional app unavailability.
Runner up
Royal London receives mixed feedback, with users appreciating the app's ease of use and comprehensive pension information. However, many users report significant issues with app updates, login problems, and lack of support, leading to frustration and concerns about reliability.
Straggler
Scottish Widows garners mixed reviews, with users appreciating the app's ease of use and clear presentation of pension information. However, there are complaints about missing features, such as performance graphs, and issues with accessing certain pension details, leading to user dissatisfaction.
Frequent Downtime
The app experiences frequent downtime due to planned maintenance, making it unreliable compared to competitors. Users are frustrated with the app being inaccessible during these periods.
iOS Compatibility Issues
The latest app update requires iOS 16, rendering it unusable for users with older devices. This has led to significant dissatisfaction as users cannot access their pension details.
Login and Access Problems
Users face persistent login issues, including error codes and inability to access pension plans, leading to a poor user experience. These problems persist despite attempts to reset passwords or contact support.
Delayed Contribution Updates
There are significant delays in updating pension contributions, sometimes taking up to three weeks. This delay affects users' ability to track their pension savings accurately.
Withdrawal Value Delays
After making withdrawals, users experience long delays before updated values are reflected in the app, sometimes taking months. This issue causes confusion and requires contacting customer support.
Limited Functionality
The app lacks essential features compared to competitors, such as access to KIID documents and detailed performance graphs. Users find the app's functionality basic and insufficient for their needs.
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
