AlJazira Bank | بنك الجزيرة
AlJazira Bank | بنك الجزيرة
AlJazira Bank | بنك الجزيرة
56
56
Overall CX Score
Overall CX Score
AlJazira Bank | بنك الجزيرة
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
CX Intelligence
Key Metrics
CX Intelligence
Key Metrics
56
56
Customer Rating Score
Customer Rating Score
18
18
Support Sentiment Score
Support Sentiment Score
10
10
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of AlJazira Bank | بنك الجزيرة's CX Intelligence Score
of AlJazira Bank | بنك الجزيرة's CX Intelligence Score
of AlJazira Bank | بنك الجزيرة's CX Intelligence Score
The average rating is polarized, with a large number of 5-star reviews praising ease of use, speed, and improvements, but also a significant volume of 1- and 2-star reviews citing major frustrations with the new app version, technical issues, and usability. Many users express strong positive or negative opinions, with few moderate ratings. The overall score reflects this split, with positive ratings numerically outweighing negatives but critical feedback being frequent and detailed. The score is adjusted to reflect the high volume of detractor feedback despite the numerical majority of promoters.
Customer Review Score: 56
The average rating is polarized, with a large number of 5-star reviews praising ease of use, speed, and improvements, but also a significant volume of 1- and 2-star reviews citing major frustrations with the new app version, technical issues, and usability. Many users express strong positive or negative opinions, with few moderate ratings. The overall score reflects this split, with positive ratings numerically outweighing negatives but critical feedback being frequent and detailed. The score is adjusted to reflect the high volume of detractor feedback despite the numerical majority of promoters.
Customer Review Score: 56
The average rating is polarized, with a large number of 5-star reviews praising ease of use, speed, and improvements, but also a significant volume of 1- and 2-star reviews citing major frustrations with the new app version, technical issues, and usability. Many users express strong positive or negative opinions, with few moderate ratings. The overall score reflects this split, with positive ratings numerically outweighing negatives but critical feedback being frequent and detailed. The score is adjusted to reflect the high volume of detractor feedback despite the numerical majority of promoters.
Customer Review Score: 56
Support sentiment is mixed to negative. While some users thank the bank for good service, many others report unresolved issues, lack of response from customer care, and the need to visit branches for problems that could be solved online. Complaints about support include blocked accounts, unhelpful responses, and technical issues not being addressed after multiple contacts. The score is lowered due to the frequency and severity of these support-related complaints.
Customer Support Sentiment Score: 18
Support sentiment is mixed to negative. While some users thank the bank for good service, many others report unresolved issues, lack of response from customer care, and the need to visit branches for problems that could be solved online. Complaints about support include blocked accounts, unhelpful responses, and technical issues not being addressed after multiple contacts. The score is lowered due to the frequency and severity of these support-related complaints.
Customer Support Sentiment Score: 18
Support sentiment is mixed to negative. While some users thank the bank for good service, many others report unresolved issues, lack of response from customer care, and the need to visit branches for problems that could be solved online. Complaints about support include blocked accounts, unhelpful responses, and technical issues not being addressed after multiple contacts. The score is lowered due to the frequency and severity of these support-related complaints.
Customer Support Sentiment Score: 18
Recommendation intent is divided. There are enthusiastic promoters who explicitly recommend the bank and app, but a substantial number of users state they would not recommend the service, are switching banks, or advise others to avoid it due to poor experiences. The score reflects the balance between strong advocacy and strong warnings against the brand.
Customer Recommendation Intent Score: 10
Recommendation intent is divided. There are enthusiastic promoters who explicitly recommend the bank and app, but a substantial number of users state they would not recommend the service, are switching banks, or advise others to avoid it due to poor experiences. The score reflects the balance between strong advocacy and strong warnings against the brand.
Customer Recommendation Intent Score: 10
Recommendation intent is divided. There are enthusiastic promoters who explicitly recommend the bank and app, but a substantial number of users state they would not recommend the service, are switching banks, or advise others to avoid it due to poor experiences. The score reflects the balance between strong advocacy and strong warnings against the brand.
Customer Recommendation Intent Score: 10
Key Findings
Key Findings
Key Findings
Fast, Convenient
Strengths
Many users praise the app for its speed, ease of use, and improved interface compared to previous versions. Positive reviews highlight the wide range of banking services, fast transactions, and the convenience of digital features. Several users mention that the app is better than competitors and appreciate ongoing updates and improvements. The bank is commended for its professionalism and customer focus in some reviews.
Fast, Convenient
Strengths
Many users praise the app for its speed, ease of use, and improved interface compared to previous versions. Positive reviews highlight the wide range of banking services, fast transactions, and the convenience of digital features. Several users mention that the app is better than competitors and appreciate ongoing updates and improvements. The bank is commended for its professionalism and customer focus in some reviews.
Fast, Convenient
Strengths
Many users praise the app for its speed, ease of use, and improved interface compared to previous versions. Positive reviews highlight the wide range of banking services, fast transactions, and the convenience of digital features. Several users mention that the app is better than competitors and appreciate ongoing updates and improvements. The bank is commended for its professionalism and customer focus in some reviews.
Usability Improvements
Opportunities
There is a clear opportunity to improve the app's usability, especially for older users and those accustomed to the previous version. Users request larger fonts, more intuitive navigation, and restoration of features lost in the update, such as card management and quick login options. Many suggest enabling more self-service options (e.g., ID updates, account management) to reduce the need for branch visits. Addressing these usability and accessibility concerns could convert passives and detractors into promoters.
Usability Improvements
Opportunities
There is a clear opportunity to improve the app's usability, especially for older users and those accustomed to the previous version. Users request larger fonts, more intuitive navigation, and restoration of features lost in the update, such as card management and quick login options. Many suggest enabling more self-service options (e.g., ID updates, account management) to reduce the need for branch visits. Addressing these usability and accessibility concerns could convert passives and detractors into promoters.
Usability Improvements
Opportunities
There is a clear opportunity to improve the app's usability, especially for older users and those accustomed to the previous version. Users request larger fonts, more intuitive navigation, and restoration of features lost in the update, such as card management and quick login options. Many suggest enabling more self-service options (e.g., ID updates, account management) to reduce the need for branch visits. Addressing these usability and accessibility concerns could convert passives and detractors into promoters.
Technical Failures
Critical Issues
Critical issues include frequent app crashes, login failures, and technical bugs that prevent users from accessing accounts or completing transactions. Many users report that customer support is unresponsive or unable to resolve problems, leading to frustration and account closures. The removal or hiding of previously available features (such as card controls, transaction history, and bill payments) is a major source of dissatisfaction. High and inconsistent transfer fees, as well as forced updates and lack of communication about changes, are also repeatedly cited as serious pain points.
Technical Failures
Critical Issues
Critical issues include frequent app crashes, login failures, and technical bugs that prevent users from accessing accounts or completing transactions. Many users report that customer support is unresponsive or unable to resolve problems, leading to frustration and account closures. The removal or hiding of previously available features (such as card controls, transaction history, and bill payments) is a major source of dissatisfaction. High and inconsistent transfer fees, as well as forced updates and lack of communication about changes, are also repeatedly cited as serious pain points.
Technical Failures
Critical Issues
Critical issues include frequent app crashes, login failures, and technical bugs that prevent users from accessing accounts or completing transactions. Many users report that customer support is unresponsive or unable to resolve problems, leading to frustration and account closures. The removal or hiding of previously available features (such as card controls, transaction history, and bill payments) is a major source of dissatisfaction. High and inconsistent transfer fees, as well as forced updates and lack of communication about changes, are also repeatedly cited as serious pain points.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
The new app is extremely friendly and easy to use.
Neutral
I like the app. but all the cards look ugly and boring🙄
Detractor
This new BAJ app is very bad. I have to use wifi to sign in. What if im travelling and cannot access wifi? I tried many times to sing in with cellular data internet location enabled but the app always refuses. Very bad app. In case of emergency, i cant access this app. Useless. Please remove this bug.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Conduct a usability audit focused on navigation, font size, and accessibility, as many users complain about small fonts and confusing menus.
Restore or clarify access to previously available features such as card management, transaction history, and bill payments, as requested by users.
Trial Clarity's AI Agents to provide instant in-app troubleshooting for login and technical issues, addressing the high volume of complaints about app crashes and access problems.
Stage 2
Launch a Voice of Customer (VoC) program to continuously collect and analyze feedback on new features and updates, ensuring user needs are met and issues are quickly identified.
Regularly publish release notes and in-app guides to inform users about changes, new features, and how to use them, addressing complaints about lack of communication and confusion after updates.
Deploy Clarity's AI Agents to handle routine support queries and provide proactive notifications about outages, updates, and feature changes, based on user feedback about poor communication and support.
Stage 3
Launch a Voice of Customer (VoC) program to continuously collect and analyze feedback on new features and updates, ensuring user needs are met and issues are quickly identified.
Regularly publish release notes and in-app guides to inform users about changes, new features, and how to use them, addressing complaints about lack of communication and confusion after updates.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics for VoC data, enabling rapid identification and resolution of emerging pain points across all user segments.
Stage 1
Conduct a usability audit focused on navigation, font size, and accessibility, as many users complain about small fonts and confusing menus.
Restore or clarify access to previously available features such as card management, transaction history, and bill payments, as requested by users.
Trial Clarity's AI Agents to provide instant in-app troubleshooting for login and technical issues, addressing the high volume of complaints about app crashes and access problems.
Stage 2
Launch a Voice of Customer (VoC) program to continuously collect and analyze feedback on new features and updates, ensuring user needs are met and issues are quickly identified.
Regularly publish release notes and in-app guides to inform users about changes, new features, and how to use them, addressing complaints about lack of communication and confusion after updates.
Deploy Clarity's AI Agents to handle routine support queries and provide proactive notifications about outages, updates, and feature changes, based on user feedback about poor communication and support.
Stage 3
Launch a Voice of Customer (VoC) program to continuously collect and analyze feedback on new features and updates, ensuring user needs are met and issues are quickly identified.
Regularly publish release notes and in-app guides to inform users about changes, new features, and how to use them, addressing complaints about lack of communication and confusion after updates.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics for VoC data, enabling rapid identification and resolution of emerging pain points across all user segments.
Stage 1
Conduct a usability audit focused on navigation, font size, and accessibility, as many users complain about small fonts and confusing menus.
Restore or clarify access to previously available features such as card management, transaction history, and bill payments, as requested by users.
Trial Clarity's AI Agents to provide instant in-app troubleshooting for login and technical issues, addressing the high volume of complaints about app crashes and access problems.
Stage 2
Launch a Voice of Customer (VoC) program to continuously collect and analyze feedback on new features and updates, ensuring user needs are met and issues are quickly identified.
Regularly publish release notes and in-app guides to inform users about changes, new features, and how to use them, addressing complaints about lack of communication and confusion after updates.
Deploy Clarity's AI Agents to handle routine support queries and provide proactive notifications about outages, updates, and feature changes, based on user feedback about poor communication and support.
Stage 3
Launch a Voice of Customer (VoC) program to continuously collect and analyze feedback on new features and updates, ensuring user needs are met and issues are quickly identified.
Regularly publish release notes and in-app guides to inform users about changes, new features, and how to use them, addressing complaints about lack of communication and confusion after updates.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics for VoC data, enabling rapid identification and resolution of emerging pain points across all user segments.
Your voice of customer, unified
Your voice of customer, unified
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
How leading brands use Clarity
How leading brands use Clarity
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We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
126 million
global subscribers
126 million
global subscribers
126 million
global subscribers
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
467,000
monthly customers
467,000
monthly customers
467,000
monthly customers
System normal
System normal
System normal