The Saudi Investment Bank
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
The average rating is polarized, with a large number of 5-star reviews praising the new app's speed, ease of use, and improved features, but also a significant volume of 1-star reviews citing severe technical issues, instability, and dissatisfaction. The overall score reflects this split, with positive ratings dominating numerically but negative ratings being highly critical. The presence of some 2-3 star reviews mentioning partial satisfaction or specific missing features further moderates the score. This results in a moderate overall rating score.
Customer Review Score: 55
Support sentiment is mixed to negative. Many users report unresolved technical issues, lack of response from customer service, and frustration with account access or problem resolution. While a few reviews mention fast service or express thanks, the majority of support-related comments highlight slow, ineffective, or absent support. This leads to a below-average support sentiment score.
Customer Support Sentiment Score: 18
Recommendation intent is divided. Some users explicitly recommend the app or bank, but a substantial number of detractors state they would not recommend it, or have switched banks due to poor experiences. The volume of strong negative recommendations tempers the positive ones, resulting in a middling recommendation intent score.
Customer Recommendation Intent Score: 10
Digital Upgrade
Strengths
The new app is frequently praised for its improved speed, modern design, and ease of use compared to the previous version. Many users highlight the convenience of online services, fast transactions, and the addition of features like biometric login. Positive reviews often mention the app as a significant upgrade and express satisfaction with the bank's digital transformation. There is also appreciation for the comprehensive range of services and the app's user-friendly interface.
Improve Stability
Opportunities
There is a clear opportunity to address technical stability, as many users report the app not working, frequent crashes, and login issues. Improving customer support responsiveness and problem resolution is needed, as several users complain about unresolved issues and lack of communication. Users also request the return or addition of features from the old app, such as easier bill payment, Flexx Safe, and more control over cards and statements. Enhancing compatibility with a wider range of devices and operating systems is also a recurring suggestion.
App Instability
Critical Issues
Critical issues include persistent app instability, with many users unable to log in or use essential banking functions for extended periods. Some customers report being locked out of their accounts, failed transactions, and missing or delayed notifications, leading to significant inconvenience and loss of trust. The lack of effective customer support and unresolved technical problems are driving some users to switch banks. Device compatibility problems, especially with Android and Huawei devices, are also causing major dissatisfaction.
Promoter
The latest update to the banking app is a game-changer! The previous version was noticeably slow, making simple tasks feel like a hassle. However, the new version is a complete turnaround – everything is much faster and smoother. Transactions that used to take time now happen in an instant, and the app’s performance overall is noticeably more responsive.
Neutral
The interface is definitely better, but still has some issues and some options are not there you need to call or visit branch. The app automatically logs me off after each service or if I switch between the app and the phone home screen. Sadad has issues, credit card limit you still cant control or change pin code from app, you can’t get a proper print out of statement you still need to visit branch.
Detractor
التطبيق لا يعمل منذ فترة طويلة (The application has not worked for a long time) (translated from Arabic)
Stage 1
Conduct a technical audit to identify and resolve the most common app crashes and login failures, as reported by users.
Establish a rapid-response support channel dedicated to app access issues, ensuring users receive timely updates and solutions.
Trial Clarity's AI Agents to automate initial troubleshooting for login and transaction errors, reducing wait times and improving first-contact resolution.
Stage 2
Implement a continuous feedback loop by soliciting in-app user feedback after major updates and acting on recurring suggestions.
Launch targeted communication campaigns to educate users about new features and provide clear guidance on troubleshooting common issues.
Deploy Clarity's AI Agents to handle routine support inquiries and proactively notify users about maintenance or outages, as suggested by feedback on communication gaps.
Stage 3
Implement a continuous feedback loop by soliciting in-app user feedback after major updates and acting on recurring suggestions.
Launch targeted communication campaigns to educate users about new features and provide clear guidance on troubleshooting common issues.
Scale Clarity's AI Agents to analyze Voice of Customer (VoC) data, identifying emerging pain points and automating insights for ongoing CX improvement.
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