BSF
BSF
BSF
24
24
Overall CX Score
Overall CX Score
BSF
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
24
24
Customer Rating Score
Customer Rating Score
6
6
Support Sentiment Score
Support Sentiment Score
4
4
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of BSF's CX Intelligence Score
of BSF's CX Intelligence Score
of BSF's CX Intelligence Score
The average rating is extremely low, with a large majority of reviews giving 1 star and only a minority giving 5 stars. Many users express severe dissatisfaction, especially after a recent app update, citing technical failures and poor usability. While a small group praises improvements and ease of use, the overall distribution is heavily skewed toward negative ratings. This results in a very low overall rating score.
Customer Review Score: 24
The average rating is extremely low, with a large majority of reviews giving 1 star and only a minority giving 5 stars. Many users express severe dissatisfaction, especially after a recent app update, citing technical failures and poor usability. While a small group praises improvements and ease of use, the overall distribution is heavily skewed toward negative ratings. This results in a very low overall rating score.
Customer Review Score: 24
The average rating is extremely low, with a large majority of reviews giving 1 star and only a minority giving 5 stars. Many users express severe dissatisfaction, especially after a recent app update, citing technical failures and poor usability. While a small group praises improvements and ease of use, the overall distribution is heavily skewed toward negative ratings. This results in a very low overall rating score.
Customer Review Score: 24
Support sentiment is overwhelmingly negative. Users frequently report unresolved technical issues, lack of response from customer service, and frustration with repeated failed attempts to get help. Many reviews mention that support channels are unresponsive or ineffective, and some users state they are closing their accounts due to poor support. Positive mentions of support are rare and do not offset the volume of negative experiences.
Customer Support Sentiment Score: 6
Support sentiment is overwhelmingly negative. Users frequently report unresolved technical issues, lack of response from customer service, and frustration with repeated failed attempts to get help. Many reviews mention that support channels are unresponsive or ineffective, and some users state they are closing their accounts due to poor support. Positive mentions of support are rare and do not offset the volume of negative experiences.
Customer Support Sentiment Score: 6
Support sentiment is overwhelmingly negative. Users frequently report unresolved technical issues, lack of response from customer service, and frustration with repeated failed attempts to get help. Many reviews mention that support channels are unresponsive or ineffective, and some users state they are closing their accounts due to poor support. Positive mentions of support are rare and do not offset the volume of negative experiences.
Customer Support Sentiment Score: 6
Very few users indicate they would recommend the brand. Many explicitly state they are leaving for other banks or advise others not to use the service. Only a handful of reviews express strong loyalty or recommendation, and these are vastly outnumbered by detractors. The overall intent to recommend is extremely low.
Customer Recommendation Intent Score: 4
Very few users indicate they would recommend the brand. Many explicitly state they are leaving for other banks or advise others not to use the service. Only a handful of reviews express strong loyalty or recommendation, and these are vastly outnumbered by detractors. The overall intent to recommend is extremely low.
Customer Recommendation Intent Score: 4
Very few users indicate they would recommend the brand. Many explicitly state they are leaving for other banks or advise others not to use the service. Only a handful of reviews express strong loyalty or recommendation, and these are vastly outnumbered by detractors. The overall intent to recommend is extremely low.
Customer Recommendation Intent Score: 4
Key Findings
Key Findings
Key Findings
Improved Experience
Strengths
A minority of users praise the new app for being faster, easier to use, and more visually appealing than the previous version. Some mention that the app is now more secure and that certain banking operations, such as quick transfers, are efficient when the app works. There are positive comments about the friendliness and professionalism of some branch staff. A few users appreciate the improved user interface and the addition of new features.
Improved Experience
Strengths
A minority of users praise the new app for being faster, easier to use, and more visually appealing than the previous version. Some mention that the app is now more secure and that certain banking operations, such as quick transfers, are efficient when the app works. There are positive comments about the friendliness and professionalism of some branch staff. A few users appreciate the improved user interface and the addition of new features.
Improved Experience
Strengths
A minority of users praise the new app for being faster, easier to use, and more visually appealing than the previous version. Some mention that the app is now more secure and that certain banking operations, such as quick transfers, are efficient when the app works. There are positive comments about the friendliness and professionalism of some branch staff. A few users appreciate the improved user interface and the addition of new features.
Technical Improvements
Opportunities
There is a clear opportunity to address widespread technical issues, especially with app stability, login, and transaction processing. Improving the responsiveness and effectiveness of customer support is critical, as many users feel abandoned. The app could benefit from restoring or enhancing features that were available in the previous version, such as detailed transaction receipts and multi-account management. Addressing compatibility issues with Android devices and supporting expatriate account opening are also frequently requested.
Technical Improvements
Opportunities
There is a clear opportunity to address widespread technical issues, especially with app stability, login, and transaction processing. Improving the responsiveness and effectiveness of customer support is critical, as many users feel abandoned. The app could benefit from restoring or enhancing features that were available in the previous version, such as detailed transaction receipts and multi-account management. Addressing compatibility issues with Android devices and supporting expatriate account opening are also frequently requested.
Technical Improvements
Opportunities
There is a clear opportunity to address widespread technical issues, especially with app stability, login, and transaction processing. Improving the responsiveness and effectiveness of customer support is critical, as many users feel abandoned. The app could benefit from restoring or enhancing features that were available in the previous version, such as detailed transaction receipts and multi-account management. Addressing compatibility issues with Android devices and supporting expatriate account opening are also frequently requested.
App Failure
Critical Issues
The most critical issues are severe app instability, frequent crashes, and inability to log in or complete basic transactions, as reported by a large number of users. Many customers are unable to access their accounts for days or weeks, leading to financial disruption and loss of trust. Customer support is widely described as unresponsive or unable to resolve problems, compounding user frustration. The forced migration to a new app without adequate testing or communication has resulted in widespread dissatisfaction and account closures.
App Failure
Critical Issues
The most critical issues are severe app instability, frequent crashes, and inability to log in or complete basic transactions, as reported by a large number of users. Many customers are unable to access their accounts for days or weeks, leading to financial disruption and loss of trust. Customer support is widely described as unresponsive or unable to resolve problems, compounding user frustration. The forced migration to a new app without adequate testing or communication has resulted in widespread dissatisfaction and account closures.
App Failure
Critical Issues
The most critical issues are severe app instability, frequent crashes, and inability to log in or complete basic transactions, as reported by a large number of users. Many customers are unable to access their accounts for days or weeks, leading to financial disruption and loss of trust. Customer support is widely described as unresponsive or unable to resolve problems, compounding user frustration. The forced migration to a new app without adequate testing or communication has resulted in widespread dissatisfaction and account closures.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
An excellent and user-friendly app that provides all banking services quickly and securely. Its interface is clear, and navigation is simple. I loved the quick transfer feature and the ability to monitor accounts at any time. The customer service is great and responds promptly. I definitely recommend it! (translated from Arabic)
Neutral
The updated app works well most of the time. At present I cannot deposit money to my virtual card. Without sufficient funds I cannot use the card for purchases on the internet.
Detractor
The worst experience at all. I am closing my account. Zero customer service. Zero support. Phone help desk not working. And overall they froze my online account because their mada card is expired instead of renewing it and mail it to me like any other bank who respect its clients.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Conduct an urgent technical audit and bug-fix sprint to address app crashes, login failures, and transaction errors, as these are the most common complaints.
Establish a rapid-response customer support task force to handle unresolved tickets and provide proactive communication to affected users.
Trial Clarity's AI Agents to automate first-level troubleshooting for login and transaction issues, reducing support backlog and improving response times.
Stage 2
Launch a continuous Voice of Customer (VoC) program to collect structured feedback on app performance, usability, and support, ensuring ongoing improvements are aligned with user needs.
Expand device and platform compatibility, prioritizing Android and international users, and provide clear guidance for expatriates and multi-account holders.
Deploy Clarity's AI Agents to handle routine support queries and escalate unresolved cases, based on the high volume of support-related complaints.
Stage 3
Launch a continuous Voice of Customer (VoC) program to collect structured feedback on app performance, usability, and support, ensuring ongoing improvements are aligned with user needs.
Expand device and platform compatibility, prioritizing Android and international users, and provide clear guidance for expatriates and multi-account holders.
Scale Clarity's AI Agents to analyze VoC data and surface emerging pain points, enabling proactive CX improvements and faster resolution of systemic issues.
Stage 1
Conduct an urgent technical audit and bug-fix sprint to address app crashes, login failures, and transaction errors, as these are the most common complaints.
Establish a rapid-response customer support task force to handle unresolved tickets and provide proactive communication to affected users.
Trial Clarity's AI Agents to automate first-level troubleshooting for login and transaction issues, reducing support backlog and improving response times.
Stage 2
Launch a continuous Voice of Customer (VoC) program to collect structured feedback on app performance, usability, and support, ensuring ongoing improvements are aligned with user needs.
Expand device and platform compatibility, prioritizing Android and international users, and provide clear guidance for expatriates and multi-account holders.
Deploy Clarity's AI Agents to handle routine support queries and escalate unresolved cases, based on the high volume of support-related complaints.
Stage 3
Launch a continuous Voice of Customer (VoC) program to collect structured feedback on app performance, usability, and support, ensuring ongoing improvements are aligned with user needs.
Expand device and platform compatibility, prioritizing Android and international users, and provide clear guidance for expatriates and multi-account holders.
Scale Clarity's AI Agents to analyze VoC data and surface emerging pain points, enabling proactive CX improvements and faster resolution of systemic issues.
Stage 1
Conduct an urgent technical audit and bug-fix sprint to address app crashes, login failures, and transaction errors, as these are the most common complaints.
Establish a rapid-response customer support task force to handle unresolved tickets and provide proactive communication to affected users.
Trial Clarity's AI Agents to automate first-level troubleshooting for login and transaction issues, reducing support backlog and improving response times.
Stage 2
Launch a continuous Voice of Customer (VoC) program to collect structured feedback on app performance, usability, and support, ensuring ongoing improvements are aligned with user needs.
Expand device and platform compatibility, prioritizing Android and international users, and provide clear guidance for expatriates and multi-account holders.
Deploy Clarity's AI Agents to handle routine support queries and escalate unresolved cases, based on the high volume of support-related complaints.
Stage 3
Launch a continuous Voice of Customer (VoC) program to collect structured feedback on app performance, usability, and support, ensuring ongoing improvements are aligned with user needs.
Expand device and platform compatibility, prioritizing Android and international users, and provide clear guidance for expatriates and multi-account holders.
Scale Clarity's AI Agents to analyze VoC data and surface emerging pain points, enabling proactive CX improvements and faster resolution of systemic issues.
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
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.”
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