Third of digital banking customers complain about app problems

With an increasing number of banking customers coming to rely on apps, those from leading UK banks are posing significant technical and customer service problems for consumers, going by the app reviews they leave after installing them.

A study of over 50,000 UK banking app reviews for digital services provider Mobiquity covered customers of banks including Barclays, Metro Bank, RBS, Revolut, Lloyds and HSBC UK.

Among the top customer frictions, according to the research, were login and user authentication issues, with nearly a third of customers (30 per cent) having problems getting into them, while one in five cited problems with username and/or password authentication.

Customer service was another key friction point, with nearly a quarter (24 per cent) of customers waiting too long for customer support, while over 22 per cent were unhappy with the customer resolution. A total of 16 per cent said that the support over chat was unavailable or not useful.

In addition, almost a quarter (24 per cent) had issues with notifications. Either the wrong operation was performed, or no operation was performed at all when they clicked on the notification icon. Almost a quarter (23 per cent) didn't receive requested notifications for payments, whereas 20 per cent received too many notifications.

Mobiquity, and considered over 50,000 UK customer banking app reviews within the Google Play Store and Apple's App Store.

Matthew Williamson, vice president of global financial services at Mobiquity, said: “Most of the banking apps in the Google Play Store and the App Store score highly, but when you only account for reviews where people actually leave comments regarding an app feature, scores are quite low."

He added looping all customer feedback back into the decision-making process is key, as banks get real-time information regarding which aspects of their apps customers value the most.

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