The Saudi National Bank - SNB
The Saudi National Bank - SNB
The Saudi National Bank - SNB
43
43
Overall CX Score
Overall CX Score
The Saudi National Bank - SNB
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
43
43
Customer Rating Score
Customer Rating Score
13
13
Support Sentiment Score
Support Sentiment Score
7
7
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of The Saudi National Bank - SNB's CX Intelligence Score
of The Saudi National Bank - SNB's CX Intelligence Score
of The Saudi National Bank - SNB's CX Intelligence Score
The overall rating score is mixed, with a large number of 5-star reviews praising ease of use, speed, and service quality, but also a significant volume of 1-star and 2-star reviews reporting severe dissatisfaction. Many low ratings cite persistent technical issues, app crashes, and poor update experiences. The average is pulled down by the frequency and intensity of negative feedback, especially regarding reliability and usability. This results in a moderate rating score that reflects both strong positive sentiment and substantial frustration.
Customer Review Score: 43
The overall rating score is mixed, with a large number of 5-star reviews praising ease of use, speed, and service quality, but also a significant volume of 1-star and 2-star reviews reporting severe dissatisfaction. Many low ratings cite persistent technical issues, app crashes, and poor update experiences. The average is pulled down by the frequency and intensity of negative feedback, especially regarding reliability and usability. This results in a moderate rating score that reflects both strong positive sentiment and substantial frustration.
Customer Review Score: 43
The overall rating score is mixed, with a large number of 5-star reviews praising ease of use, speed, and service quality, but also a significant volume of 1-star and 2-star reviews reporting severe dissatisfaction. Many low ratings cite persistent technical issues, app crashes, and poor update experiences. The average is pulled down by the frequency and intensity of negative feedback, especially regarding reliability and usability. This results in a moderate rating score that reflects both strong positive sentiment and substantial frustration.
Customer Review Score: 43
Support sentiment is notably low, with many users reporting slow or unhelpful customer service, unresolved technical issues, and a lack of effective communication channels. Multiple reviews mention that contacting support does not resolve their problems, and some users express distrust or anger at the perceived lack of accountability. While a few positive reviews thank staff for their professionalism, the negative experiences are more detailed and frequent. This leads to a low support sentiment score.
Customer Support Sentiment Score: 13
Support sentiment is notably low, with many users reporting slow or unhelpful customer service, unresolved technical issues, and a lack of effective communication channels. Multiple reviews mention that contacting support does not resolve their problems, and some users express distrust or anger at the perceived lack of accountability. While a few positive reviews thank staff for their professionalism, the negative experiences are more detailed and frequent. This leads to a low support sentiment score.
Customer Support Sentiment Score: 13
Support sentiment is notably low, with many users reporting slow or unhelpful customer service, unresolved technical issues, and a lack of effective communication channels. Multiple reviews mention that contacting support does not resolve their problems, and some users express distrust or anger at the perceived lack of accountability. While a few positive reviews thank staff for their professionalism, the negative experiences are more detailed and frequent. This leads to a low support sentiment score.
Customer Support Sentiment Score: 13
Recommendation intent is weak, as many detractors explicitly state they would not recommend the bank or are planning to switch to competitors. Some users do recommend the bank, but these are often brief and lack strong advocacy language. The volume and strength of negative recommendations, including warnings to others and direct comparisons to better alternatives, outweigh the positive intent. As a result, the recommendation intent score is low.
Customer Recommendation Intent Score: 7
Recommendation intent is weak, as many detractors explicitly state they would not recommend the bank or are planning to switch to competitors. Some users do recommend the bank, but these are often brief and lack strong advocacy language. The volume and strength of negative recommendations, including warnings to others and direct comparisons to better alternatives, outweigh the positive intent. As a result, the recommendation intent score is low.
Customer Recommendation Intent Score: 7
Recommendation intent is weak, as many detractors explicitly state they would not recommend the bank or are planning to switch to competitors. Some users do recommend the bank, but these are often brief and lack strong advocacy language. The volume and strength of negative recommendations, including warnings to others and direct comparisons to better alternatives, outweigh the positive intent. As a result, the recommendation intent score is low.
Customer Recommendation Intent Score: 7
Key Findings
Key Findings
Key Findings
User Satisfaction
Strengths
Many users praise the ease of use, speed of transactions, and the breadth of available services, especially for routine banking and bill payments. Positive reviews highlight the app's security, user-friendly interface, and continuous improvements. Some customers appreciate the professionalism and helpfulness of certain staff members. The app is also commended for supporting multiple languages and being accessible to a diverse customer base.
User Satisfaction
Strengths
Many users praise the ease of use, speed of transactions, and the breadth of available services, especially for routine banking and bill payments. Positive reviews highlight the app's security, user-friendly interface, and continuous improvements. Some customers appreciate the professionalism and helpfulness of certain staff members. The app is also commended for supporting multiple languages and being accessible to a diverse customer base.
User Satisfaction
Strengths
Many users praise the ease of use, speed of transactions, and the breadth of available services, especially for routine banking and bill payments. Positive reviews highlight the app's security, user-friendly interface, and continuous improvements. Some customers appreciate the professionalism and helpfulness of certain staff members. The app is also commended for supporting multiple languages and being accessible to a diverse customer base.
Improve Experience
Opportunities
There is a clear opportunity to improve app stability, reduce technical errors, and enhance the reliability of core functions such as transfers and logins. Users frequently request the restoration of features like screenshot capability and the Quick Pay service, as well as more control over app notifications and sounds. Improving the speed and effectiveness of customer support, especially for urgent issues, would address a major pain point. Streamlining account opening and verification processes could also reduce customer frustration.
Improve Experience
Opportunities
There is a clear opportunity to improve app stability, reduce technical errors, and enhance the reliability of core functions such as transfers and logins. Users frequently request the restoration of features like screenshot capability and the Quick Pay service, as well as more control over app notifications and sounds. Improving the speed and effectiveness of customer support, especially for urgent issues, would address a major pain point. Streamlining account opening and verification processes could also reduce customer frustration.
Improve Experience
Opportunities
There is a clear opportunity to improve app stability, reduce technical errors, and enhance the reliability of core functions such as transfers and logins. Users frequently request the restoration of features like screenshot capability and the Quick Pay service, as well as more control over app notifications and sounds. Improving the speed and effectiveness of customer support, especially for urgent issues, would address a major pain point. Streamlining account opening and verification processes could also reduce customer frustration.
Service Failures
Critical Issues
Critical issues include frequent app crashes, forced logouts, and failed transactions, especially during peak times such as salary deposits. Many users report that updates often introduce new bugs or remove essential features, leading to service interruptions. Customer support is widely described as slow, unresponsive, or unable to resolve problems, resulting in loss of trust. Security concerns, such as delayed or missing transaction notifications and account access problems, are also repeatedly cited.
Service Failures
Critical Issues
Critical issues include frequent app crashes, forced logouts, and failed transactions, especially during peak times such as salary deposits. Many users report that updates often introduce new bugs or remove essential features, leading to service interruptions. Customer support is widely described as slow, unresponsive, or unable to resolve problems, resulting in loss of trust. Security concerns, such as delayed or missing transaction notifications and account access problems, are also repeatedly cited.
Service Failures
Critical Issues
Critical issues include frequent app crashes, forced logouts, and failed transactions, especially during peak times such as salary deposits. Many users report that updates often introduce new bugs or remove essential features, leading to service interruptions. Customer support is widely described as slow, unresponsive, or unable to resolve problems, resulting in loss of trust. Security concerns, such as delayed or missing transaction notifications and account access problems, are also repeatedly cited.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
The best bank for all financial transactions. All services available are easy to use. Customer service is extremely professional and experienced. I am very happy with SNB.
Neutral
The app is improved with more great features. But, in the investments menu, the option Smart Funds is added recently but not working: it’s always showing that no investment account is open which is incorrect and ask to download SNB Capital already done.
Detractor
التطبيق سيئ جدا كل ماادخل ابغى احول او اسدد يطلع لي ان ماعندي رصيد برغم فيه رصيد بالحساب المشكله هذي لها شهور
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Conduct a focused technical audit to address frequent app crashes and forced logouts, as these are the most common complaints in recent reviews.
Restore or improve essential features such as screenshot capability and Quick Pay, based on repeated user requests and frustration over their removal.
Trial Clarity's AI Agents to triage and categorize incoming support tickets, prioritizing urgent technical issues and reducing response times as highlighted by user pain points.
Stage 2
Establish a continuous feedback loop by integrating in-app surveys and feedback forms after key transactions, ensuring ongoing visibility into user pain points and satisfaction.
Regularly review and act on Voice of Customer (VoC) analytics to prioritize feature development and bug fixes, focusing on issues with the highest impact on user experience.
Deploy Clarity's AI Agents to provide real-time, multi-language support within the app, directly addressing the high volume of support-related complaints and language barriers.
Stage 3
Establish a continuous feedback loop by integrating in-app surveys and feedback forms after key transactions, ensuring ongoing visibility into user pain points and satisfaction.
Regularly review and act on Voice of Customer (VoC) analytics to prioritize feature development and bug fixes, focusing on issues with the highest impact on user experience.
Scale Clarity's AI Agents to analyze VoC data at scale, identifying emerging trends and automating escalation of critical issues to product and engineering teams.
Stage 1
Conduct a focused technical audit to address frequent app crashes and forced logouts, as these are the most common complaints in recent reviews.
Restore or improve essential features such as screenshot capability and Quick Pay, based on repeated user requests and frustration over their removal.
Trial Clarity's AI Agents to triage and categorize incoming support tickets, prioritizing urgent technical issues and reducing response times as highlighted by user pain points.
Stage 2
Establish a continuous feedback loop by integrating in-app surveys and feedback forms after key transactions, ensuring ongoing visibility into user pain points and satisfaction.
Regularly review and act on Voice of Customer (VoC) analytics to prioritize feature development and bug fixes, focusing on issues with the highest impact on user experience.
Deploy Clarity's AI Agents to provide real-time, multi-language support within the app, directly addressing the high volume of support-related complaints and language barriers.
Stage 3
Establish a continuous feedback loop by integrating in-app surveys and feedback forms after key transactions, ensuring ongoing visibility into user pain points and satisfaction.
Regularly review and act on Voice of Customer (VoC) analytics to prioritize feature development and bug fixes, focusing on issues with the highest impact on user experience.
Scale Clarity's AI Agents to analyze VoC data at scale, identifying emerging trends and automating escalation of critical issues to product and engineering teams.
Stage 1
Conduct a focused technical audit to address frequent app crashes and forced logouts, as these are the most common complaints in recent reviews.
Restore or improve essential features such as screenshot capability and Quick Pay, based on repeated user requests and frustration over their removal.
Trial Clarity's AI Agents to triage and categorize incoming support tickets, prioritizing urgent technical issues and reducing response times as highlighted by user pain points.
Stage 2
Establish a continuous feedback loop by integrating in-app surveys and feedback forms after key transactions, ensuring ongoing visibility into user pain points and satisfaction.
Regularly review and act on Voice of Customer (VoC) analytics to prioritize feature development and bug fixes, focusing on issues with the highest impact on user experience.
Deploy Clarity's AI Agents to provide real-time, multi-language support within the app, directly addressing the high volume of support-related complaints and language barriers.
Stage 3
Establish a continuous feedback loop by integrating in-app surveys and feedback forms after key transactions, ensuring ongoing visibility into user pain points and satisfaction.
Regularly review and act on Voice of Customer (VoC) analytics to prioritize feature development and bug fixes, focusing on issues with the highest impact on user experience.
Scale Clarity's AI Agents to analyze VoC data at scale, identifying emerging trends and automating escalation of critical issues to product and engineering teams.
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.
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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20 million
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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
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126 million
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126 million
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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.
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Chosen by OpenAI to surface insights from customer conversations securely.
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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"
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System normal
System normal
System normal