SAB
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
The overall rating score is extremely low, with the vast majority of reviews assigning 1 or 2 stars out of 5. While there are some 5-star ratings, negative ratings dominate, especially in recent months. Most low ratings cite severe usability, reliability, and support issues. The few high ratings are often brief and lack detail, while negative reviews are lengthy and specific.
Customer Review Score: 26
Support sentiment is overwhelmingly negative, with repeated complaints about unresponsive or ineffective customer service, unresolved issues, and lack of follow-up. Many users report that contacting support does not lead to solutions, and some mention waiting on calls for long periods without response. There are also multiple reports of tickets being closed without resolution and support agents being unable to help. Positive mentions of support are extremely rare and not detailed.
Customer Support Sentiment Score: 6
Very few users recommend the app or the bank, and explicit recommendations are almost always negative. Many reviews state directly that they do not recommend the app or bank, and some urge others to switch to competitors. Only a handful of reviews express satisfaction or recommend the service, and these are outnumbered by detractors. The overall intent to recommend is extremely low.
Customer Recommendation Intent Score: 4
User-Friendly
Strengths
A minority of users praise the app for being user-friendly, fast, and efficient, especially after recent updates. Some positive reviews mention the app's comprehensive features and ease of use for basic banking needs. A few users appreciate the security and accessibility of the app. There are also mentions of continuous improvement and helpful in-branch services.
Technical Improvements
Opportunities
There is a clear opportunity to address persistent technical issues, especially app freezing, login failures, and device compatibility. Improving customer support responsiveness and effectiveness is critical, as many users feel abandoned. Simplifying the user interface and reducing unnecessary steps would address frequent complaints about complexity. Benchmarking against leading competitors' apps, as suggested by several users, could guide improvements.
App Failure
Critical Issues
The most critical issues are severe app instability (freezing, crashing, login failures), lack of compatibility with many devices, and unresolved bugs after updates. Users are often unable to access their accounts or perform essential transactions, leading to financial inconvenience and distress. Customer support is widely described as unhelpful, slow, or unreachable, compounding user frustration. Many users report being forced to switch banks due to these persistent problems.
Promoter
From online banking to priority in-branch services, everything is streamlined for efficiency. Their app is user-friendly, allowing me to manage my finances anytime, anywhere, without any hassle.
Neutral
The app is good with one issue…. While in the home page, can’t go ti the login page, the red button for the account doesn’t not respond. I had to close the app multiple times to work!!! Also if you increase the height of the login red button that has the account name will be great, this usually is not clickable!!!
Detractor
التحديث الجديد جدا سيء بعض بيانات بطاقات الإئتمان أصبحت لا تعرض عمليات التقسيط القائمة ! (translated from Arabic: The new update is very bad, some credit card data no longer shows the existing installment transactions!)
Stage 1
Conduct urgent bug-fixing sprints focused on login failures, app freezing, and device compatibility, as these are the most frequent complaints.
Establish a rapid-response customer support channel dedicated to app issues, ensuring users receive timely and effective assistance.
Trial Clarity's AI Agents to automate initial troubleshooting for common app errors and guide users through basic problem resolution, as many reviews cite unresolved technical issues and lack of support.
Stage 2
Launch a continuous Voice of Customer (VoC) program to collect structured feedback on app performance, usability, and support, ensuring ongoing alignment with user needs.
Benchmark app features and performance against top competitors (e.g., Al Rajhi, SNB, Alinma) as suggested by users, and prioritize feature parity and reliability.
Deploy Clarity's AI Agents to handle high-volume support requests, triage technical problems, 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 alignment with user needs.
Benchmark app features and performance against top competitors (e.g., Al Rajhi, SNB, Alinma) as suggested by users, and prioritize feature parity and reliability.
Scale Clarity's AI Agents to provide multilingual support and advanced analytics on user pain points, leveraging VoC data to drive ongoing improvements.
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