Our report analyses thousands of app reviews across 17 major UK banking apps. Mobile banking is a core element of financial services and, while users appreciate simple and efficient experiences, there is still a lot of work to be done on stability, customer service, and complex security processes.
This report provides an objective, user-centred look at banking apps, based on real app store reviews from 17 UK banks. Despite the tendency for customers to leave reviews when things go wrong, banking apps still score high in user ratings. The analysis also reveals many shared pain points, suggesting that those who address user frustrations have a real opportunity to stand out from the competition.
