alrajhi bank
alrajhi bank
alrajhi bank
37
37
Overall CX Score
Overall CX Score
alrajhi bank
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
37
37
Customer Rating Score
Customer Rating Score
11
11
Support Sentiment Score
Support Sentiment Score
7
7
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of alrajhi bank's CX Intelligence Score
of alrajhi bank's CX Intelligence Score
of alrajhi bank's CX Intelligence Score
The overall rating score is low, with a significant number of 1-star reviews and a high volume of negative feedback about app performance, technical issues, and customer experience. While there are many 5-star reviews, a large portion of these are generic, short, or lack substantive praise, and do not offset the volume and detail of negative ratings. The most recent reviews are overwhelmingly negative, especially regarding the latest app update, which has led to widespread dissatisfaction. The score reflects a polarized but currently negative customer perception.
Customer Review Score: 37
The overall rating score is low, with a significant number of 1-star reviews and a high volume of negative feedback about app performance, technical issues, and customer experience. While there are many 5-star reviews, a large portion of these are generic, short, or lack substantive praise, and do not offset the volume and detail of negative ratings. The most recent reviews are overwhelmingly negative, especially regarding the latest app update, which has led to widespread dissatisfaction. The score reflects a polarized but currently negative customer perception.
Customer Review Score: 37
The overall rating score is low, with a significant number of 1-star reviews and a high volume of negative feedback about app performance, technical issues, and customer experience. While there are many 5-star reviews, a large portion of these are generic, short, or lack substantive praise, and do not offset the volume and detail of negative ratings. The most recent reviews are overwhelmingly negative, especially regarding the latest app update, which has led to widespread dissatisfaction. The score reflects a polarized but currently negative customer perception.
Customer Review Score: 37
Support sentiment is poor, with many users reporting unresolved issues, unhelpful or unresponsive customer service, and frustration with both in-branch and digital support. Multiple reviews cite repeated failed attempts to resolve problems via phone, email, and in-person visits, with some users explicitly stating that support 'does not help' or 'does not care.' There are also complaints about language barriers and lack of follow-up. The low score is justified by the frequency and severity of these complaints.
Customer Support Sentiment Score: 11
Support sentiment is poor, with many users reporting unresolved issues, unhelpful or unresponsive customer service, and frustration with both in-branch and digital support. Multiple reviews cite repeated failed attempts to resolve problems via phone, email, and in-person visits, with some users explicitly stating that support 'does not help' or 'does not care.' There are also complaints about language barriers and lack of follow-up. The low score is justified by the frequency and severity of these complaints.
Customer Support Sentiment Score: 11
Support sentiment is poor, with many users reporting unresolved issues, unhelpful or unresponsive customer service, and frustration with both in-branch and digital support. Multiple reviews cite repeated failed attempts to resolve problems via phone, email, and in-person visits, with some users explicitly stating that support 'does not help' or 'does not care.' There are also complaints about language barriers and lack of follow-up. The low score is justified by the frequency and severity of these complaints.
Customer Support Sentiment Score: 11
Recommendation intent is low, as many users explicitly state they do not recommend the bank or app, and some urge others to switch to competitors. Several reviews mention plans to close accounts or move to other banks due to poor experiences. While some positive reviews exist, they are often generic and do not include strong advocacy. The score reflects the predominance of negative recommendation intent in recent feedback.
Customer Recommendation Intent Score: 7
Recommendation intent is low, as many users explicitly state they do not recommend the bank or app, and some urge others to switch to competitors. Several reviews mention plans to close accounts or move to other banks due to poor experiences. While some positive reviews exist, they are often generic and do not include strong advocacy. The score reflects the predominance of negative recommendation intent in recent feedback.
Customer Recommendation Intent Score: 7
Recommendation intent is low, as many users explicitly state they do not recommend the bank or app, and some urge others to switch to competitors. Several reviews mention plans to close accounts or move to other banks due to poor experiences. While some positive reviews exist, they are often generic and do not include strong advocacy. The score reflects the predominance of negative recommendation intent in recent feedback.
Customer Recommendation Intent Score: 7
Key Findings
Key Findings
Key Findings
Digital Convenience
Strengths
Al Rajhi Bank is praised for its wide range of digital services, including fast and easy money transfers, and for being accessible to a large customer base. Some users highlight the app's security features and the convenience of managing accounts and making transactions online. There are also positive mentions of the bank's international transfer capabilities and the ability to perform most banking operations without visiting a branch. A minority of users report satisfaction with the speed of certain transactions and the breadth of available services.
Digital Convenience
Strengths
Al Rajhi Bank is praised for its wide range of digital services, including fast and easy money transfers, and for being accessible to a large customer base. Some users highlight the app's security features and the convenience of managing accounts and making transactions online. There are also positive mentions of the bank's international transfer capabilities and the ability to perform most banking operations without visiting a branch. A minority of users report satisfaction with the speed of certain transactions and the breadth of available services.
Digital Convenience
Strengths
Al Rajhi Bank is praised for its wide range of digital services, including fast and easy money transfers, and for being accessible to a large customer base. Some users highlight the app's security features and the convenience of managing accounts and making transactions online. There are also positive mentions of the bank's international transfer capabilities and the ability to perform most banking operations without visiting a branch. A minority of users report satisfaction with the speed of certain transactions and the breadth of available services.
App Improvement
Opportunities
There is a clear opportunity to improve app stability and performance, as many users report frequent crashes, slow loading times, and technical bugs. Enhancing customer support responsiveness and effectiveness, especially for non-Arabic speakers and international customers, is needed. Simplifying the process for resolving account issues and providing clearer communication about errors and required actions would address common pain points. Restoring or improving features that were removed or degraded in recent updates, such as one-time transfers and easier beneficiary management, would also meet user expectations.
App Improvement
Opportunities
There is a clear opportunity to improve app stability and performance, as many users report frequent crashes, slow loading times, and technical bugs. Enhancing customer support responsiveness and effectiveness, especially for non-Arabic speakers and international customers, is needed. Simplifying the process for resolving account issues and providing clearer communication about errors and required actions would address common pain points. Restoring or improving features that were removed or degraded in recent updates, such as one-time transfers and easier beneficiary management, would also meet user expectations.
App Improvement
Opportunities
There is a clear opportunity to improve app stability and performance, as many users report frequent crashes, slow loading times, and technical bugs. Enhancing customer support responsiveness and effectiveness, especially for non-Arabic speakers and international customers, is needed. Simplifying the process for resolving account issues and providing clearer communication about errors and required actions would address common pain points. Restoring or improving features that were removed or degraded in recent updates, such as one-time transfers and easier beneficiary management, would also meet user expectations.
Service Failures
Critical Issues
The most critical issues are widespread app instability, frequent forced logouts, and inability to complete basic transactions, especially after recent updates. Many users are unable to access their accounts, transfer funds, or receive OTPs, leading to financial disruption and loss of trust. Customer support is described as unhelpful, with unresolved complaints and poor follow-up, particularly for blocked accounts and international users. There are also repeated reports of lost funds, blocked accounts without explanation, and unresolved technical errors, which have led some users to close their accounts or switch banks.
Service Failures
Critical Issues
The most critical issues are widespread app instability, frequent forced logouts, and inability to complete basic transactions, especially after recent updates. Many users are unable to access their accounts, transfer funds, or receive OTPs, leading to financial disruption and loss of trust. Customer support is described as unhelpful, with unresolved complaints and poor follow-up, particularly for blocked accounts and international users. There are also repeated reports of lost funds, blocked accounts without explanation, and unresolved technical errors, which have led some users to close their accounts or switch banks.
Service Failures
Critical Issues
The most critical issues are widespread app instability, frequent forced logouts, and inability to complete basic transactions, especially after recent updates. Many users are unable to access their accounts, transfer funds, or receive OTPs, leading to financial disruption and loss of trust. Customer support is described as unhelpful, with unresolved complaints and poor follow-up, particularly for blocked accounts and international users. There are also repeated reports of lost funds, blocked accounts without explanation, and unresolved technical errors, which have led some users to close their accounts or switch banks.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
Very easy and fast and friendly
Neutral
The app is good. But it is crashing on andriod phones for past few days. It opens and suddenly closes within less than a second. I request Al-Rajhi IT to please take note and fix this issue as soon as possible.
Detractor
The app keeps on sending error messages while trying to cancel my future account. I called customer support many times and visited the branch. All came out without any output.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Conduct a rapid bug-fix sprint to address app crashes, forced logouts, and session timeout errors, as these are the most frequent complaints in recent reviews.
Implement a clear in-app error reporting and feedback mechanism to capture user issues directly and reduce frustration with unresolved problems.
Trial Clarity's AI Agents to provide automated, multi-language troubleshooting for common app errors and login issues, as users report language barriers and unhelpful support.
Stage 2
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback about app updates, support, and feature needs.
Establish a multilingual, proactive communication channel to notify users of known issues, maintenance, and resolution timelines, addressing complaints about lack of transparency.
Deploy Clarity's AI Agents to handle high-volume support requests, triage technical complaints, and provide real-time status updates on outages and fixes.
Stage 3
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback about app updates, support, and feature needs.
Establish a multilingual, proactive communication channel to notify users of known issues, maintenance, and resolution timelines, addressing complaints about lack of transparency.
Scale Clarity's AI Agents to monitor VoC data, identify emerging pain points, and provide management with actionable insights for continuous CX improvement.
Stage 1
Conduct a rapid bug-fix sprint to address app crashes, forced logouts, and session timeout errors, as these are the most frequent complaints in recent reviews.
Implement a clear in-app error reporting and feedback mechanism to capture user issues directly and reduce frustration with unresolved problems.
Trial Clarity's AI Agents to provide automated, multi-language troubleshooting for common app errors and login issues, as users report language barriers and unhelpful support.
Stage 2
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback about app updates, support, and feature needs.
Establish a multilingual, proactive communication channel to notify users of known issues, maintenance, and resolution timelines, addressing complaints about lack of transparency.
Deploy Clarity's AI Agents to handle high-volume support requests, triage technical complaints, and provide real-time status updates on outages and fixes.
Stage 3
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback about app updates, support, and feature needs.
Establish a multilingual, proactive communication channel to notify users of known issues, maintenance, and resolution timelines, addressing complaints about lack of transparency.
Scale Clarity's AI Agents to monitor VoC data, identify emerging pain points, and provide management with actionable insights for continuous CX improvement.
Stage 1
Conduct a rapid bug-fix sprint to address app crashes, forced logouts, and session timeout errors, as these are the most frequent complaints in recent reviews.
Implement a clear in-app error reporting and feedback mechanism to capture user issues directly and reduce frustration with unresolved problems.
Trial Clarity's AI Agents to provide automated, multi-language troubleshooting for common app errors and login issues, as users report language barriers and unhelpful support.
Stage 2
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback about app updates, support, and feature needs.
Establish a multilingual, proactive communication channel to notify users of known issues, maintenance, and resolution timelines, addressing complaints about lack of transparency.
Deploy Clarity's AI Agents to handle high-volume support requests, triage technical complaints, and provide real-time status updates on outages and fixes.
Stage 3
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on user feedback about app updates, support, and feature needs.
Establish a multilingual, proactive communication channel to notify users of known issues, maintenance, and resolution timelines, addressing complaints about lack of transparency.
Scale Clarity's AI Agents to monitor VoC data, identify emerging pain points, and provide management with actionable insights for continuous CX improvement.
Your voice of customer, unified
Your voice of customer, unified
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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.
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We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
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Chosen by OpenAI to surface insights from customer conversations securely.
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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
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System normal
System normal
System normal