Report On UK Mobile Banking Apps

UK Banking Apps Report:
Customer Reviews
BY PIVOTAL LABS
Table of Contents
3 5 5 6 7 7 10 16 18 19 21 30
Executive Summary Purpose Methodology State of the Industry Platforms of Choice App Ratings Customers Feedback Analysis of Findings Conclusion Appendix A: List of Banks Appendix B: Mobile App Data Contributors
UK Banking Apps Report: Customer Reviews
Executive Summary
As the mobile industry grows exponentially, customers are more connected, informed and have more channels than ever to express their concerns and needs. Industries vary in their mobile-readiness depending on a number of factors such as demand from their customer base, ability to invest in mobile offerings, use case and priorities. The banking industry is one where many customers expect a great mobile experience, and banks certainly have the nancial means to invest in a superior mobile offering. Pivotal Labs conducted an in-depth examination of the iOS and Android apps of the top banks in the UK to see if these institutions were in fact meeting the expectations of customers when it comes to mobile banking. The report includes analysis of the ndings and solutions to address the top customer complaints for banks to improve their mobile offering. Our research provides a compelling snapshot for a bank to see how its mobile offering is performing according to customer feedback, what areas need improvement, and how it is doing compared to its peers. Banks that are succeeding in the mobile space are delivering full-featured, easy-to-use mobile applications that offer all of the functionality customers expect from a traditional banking experience. They also seem to be acting on the widely available customer feedback by releasing frequent upgrades that resolve issues and deliver additional functionality. Several banks are doing a poor job, however, at offering the baseline functionality that customers expect from mobile banking. Common complaints include applications crashing and freezing, frequent error messages and issues with connectivity, opening, and loading. The lacking functionality is a source of signicant frustration and thus a deterrent for overall usage. From a list of the top 12 banks in the UK (ranked by total assets), eight actively offer consumer banking services in the UK (Standard Chartered, Standard Life, and Investec do not offer consumer banking services in the UK, and Northern Rock plc was bought by Virgin Money in 2012). A poor mobile banking experience, or a lack thereof, can be the single factor for a bank to lose a customer. UK banks need to focus on improving their mobile offering if their customers tell them they are not hitting the mark. Given the number of choices customers have in the UK, banks have a signicant opportunity to differentiate themselves as innovative industry leaders in mobile.
Executive Summary (continued)
Even brand equity cannot be expected to compensate for the mobile experience; customers were surprisingly consistent with ratings across the board when they encountered the same types of functionality, despite the different sub-brands (e.g., RBS, RBSMobile, and UlsterBank ROI on the Android platform) using essentially the same solution with their respective branding. The Banking Apps Report by Xtreme Labs analyzed public customer reviews from the Apple iTunes Store and the Google Play Store between May 18 and June 11, 2013 for the top 12 banks as ranked by total assets in the UK.
Findings
Based on our ndings, there is a signicant opportunity for UK banks to improve their overall mobile banking experience, given the average star rating on both platforms and common complaints from customers. Highlights from the report include: The average rating for apps is higher for Android than iOS The top issues found across both platforms include: bugs and login/logoff issues Platform coverage is weak, with only 58% of banks having an iOS app, an Android app, or both Seven banks have one to three apps each, Clydesdale and Yorkshire Bank and Northern Rock plc has no apps at all. Three additional banks - Standard Chartered plc, Standard Life, and Investec - do not offer consumer banking services within the UK and Northern Rock plc was bought by Virgin Money in 2012. Santander UKs Personal Banking app rated high on both iOS and Android HSBCs Fast Holdings app rated low on both iOS and Android
Purpose
This report is part three of a series of three and is designed to provide insight into how the top UK banks fare in the mobile application space according to customer feedback. The rst report covers U.S. banking aps, and the second covers Canadian banking apps. We chose these countries to acquire a snapshot of how the English language leaders in mobile innovation fare. Since the top two mobile platforms are iOS and Android, we focused our research on these operating systems. We researched which platforms the banks have targeted for mobile banking applications, their average ratings, and areas that customers have highlighted as needing improvement.
Methodology
The banks researched in this report came from the list Top Banks in UK on www.relbanks.com, an aggregator of global bank data. Banks inclusion in the lists is based on the total value of their assets. Research for this report was conducted from May 18 June 11, 2013. The report aggregated publicly available customer ratings in both the Apple iTunes Store and the Google Play Store and listed those results, as well as top complaints based on customer comments. We used the data for the current version of each app if there were reviews and ratings available for the current version; otherwise we used the data from all versions. Some banks had an app that did not have enough data to be reviewed; these are noted in Appendix B. The number of ratings for Android apps is not specied in Google Play, therefore we averaged 10 reviews/page. Google Play displays a maximum of 48 pages, therefore some apps are listed as having 480 reviews, which is actually the maximum we could identify. For reviews, we looked at the 50 most recent for the current version. Our threshold for determining whether or not an app has or is lacking a feature was if two or more comments were made about it.
State of the Industry
Customers are increasingly turning to mobile to fulll their daily banking needs. Given the number of choices customers have for nancial services, banks have a signicant opportunity to differentiate themselves as innovative industry leaders in mobile. A bank should not underestimate the value of a full-featured, seamless mobile experience. While features such as account balances are considered standard, users expect additional functionality such as easy transfers, bill payments, and remote cheque deposit. In spite of the benets of offering a high quality mobile experience, many of the top providers are overly complacent with their offerings. The trailblazers in our industry are the ones who think about mobile at every step of their business and product. Mobile is no longer an afterthought or a check list item to just get done - it is a necessity. It has become a pillar of customer engagement strategies and a key component to growing the revenue models of all businesses. Banks need to focus on what is going to set their institution apart. To answer that, they need to focus on how their customers engage with them, how they think, and what they need.
Consider these statistics about customers interested in or using mobile banking: One in six customers who switches banks indicates a poor mobile banking experience prompted the switch1 Between 51% and 76% of mobile users want to use their device to call customer service, cheque balances, transfer money, pay bills, and look up branch locations and hours2 Only 50% of customers using mobile banking report that they fully understand the capability of the technology, representing an opportunity for banks to educate their customers, increase usage and potentially deepen customer share of wallet3
1 Google Think Insights. (October 2012). Mobile Banking Trends 2012. Retrieved from http://www.google.com/think/research-studies/ mobile-banking-trends-2012.html 2 Ibid 3J.D. Power & Associates. (April 2012). Press Release: 2012 Retail Banking Satisfaction Study. Retrieved from http://www.jdpower.com/ content/press-release/Hmio580/2012-retail-banking-satisfaction-study.htm UK Banking Apps Report: Customer Reviews
Platforms of Choice
The illustrations below depict how many of the banks we reviewed have deployed at least one mobile app on iOS, Android, and both platforms. Some banks have more than one app, as noted in Appendix A.
iOS
Android
Both
7/ 1 2 = 58%
App Ratings
Average Rating
7/ 1 2 = 58%
7/ 1 2 = 58%
Of the apps, the average rating by platform was:
iOS
CURRENT VERSION:
iOS
ALL VERSIONS:
Android*
ALL VERSIONS:
2.7/ 5
3.1 / 5
3.3 / 5
* It is not possible in Google Play to see separate ratings for current and all versions.
App Ratings (continued)

Highest Rated
Please refer to Appendix B for the banking apps that did not meet our criteria to be either highest or lowest rated. The list of highest rated apps is based on a combination of the following criteria: Rated favourably (3+ stars) At least 60% favourable rating (3+ stars) 25 or more reviews for the version reviewed
iOS
BANK APP RATING (OUT OF 5) % FAVOURABLE
Santander UK Royal Bank of Scotland Group
Personal Banking Isle of Man Bank
3.5 3.5
77 69
Android
BANK APP RATING (OUT OF 5) % FAVOURABLE
National Westminster Royal Bank of Scotland Group Royal Bank of Scotland Group Royal Bank of Scotland Group Barclays Lloyds Banking Group Santander UK
NatWest RBS
3.9 3.8
79 76
Ulster Bank ROI
3.6
73
Ulster Bank NI Barclays Mobile Banking Lloyds TSB Mobile Banking Personal Banking
3.6 3.5 3.3 3.2
72 68 64 64
App Ratings (continued)

Lowest Rated
Please refer to Appendix B for the banking apps that did not meet our criteria to be either highest or lowest rated. The list of lowest rated apps is based on a combination of the following criteria: Rated negatively ( < 3 stars) At least 60% negative rating ( < 3 stars) 25 or more reviews for the version reviewed
iOS
BANK APP RATING (OUT OF 5) % NEGATIVE
Co-operative Banking Group Royal Bank of Scotland Group Lloyds Banking Group HSBC Holdings
The Co-operative Bank Royal Bank of Scotland Lloyds TSB Mobile Banking HSBC Fast Balance
1.5 2.0 2.0 2.5
88 71 69 63
Android
BANK APP RATING (OUT OF 5) % NEGATIVE
HSBC Holdings
HSBC Fast Balance
2.4
61
Customers Feedback
The gures below represent the percentage of apps that received each item of feedback, so totals equal more than 100% per platform. By platform, the leading negative reviews were:
iOS
Bugs:
58%
Login/ Logoff issues:
25%
Poor Design:
42%
Unable to View Full Statements:
25%
Bill paying Issues:
25%
Balance Does not Update Immediately:
25%
Android
Bugs:
60%
Login/ Logoff issues:
30%
Not Compatible Across Device /OS Versions:
40%
10
Customers Feedback (continued)

Application has Bugs
Below is an analysis of the common complaints across both platforms. We have included potential causes and our recommended solution to address each complaint. PROBLEM Application is buggy (doesnt open, crashes, freezes often). CAUSE Bugs such as those identied can be caused by poorly written code, unreliable internet connection, or poor memory management. SOLUTION A reliable development partner should thoroughly test an app under multiple conditions and variables to ensure that an app is devoid of bugs before release. Furthermore, an app should include a feature that automatically generates crash reports and sends them to the developer. Rapid resolution is critical, so that users do not uninstall an app, never to return. What we nd surprising about this number is that its so high across both iOS and Android. 58%-60% of apps being buggy means that the banks have a lot of work to do optimize their mobile experiences. Even the four highest rated apps across both platforms appear on this list, indicating they still require some tweaking. The rate of bugs being reported for iOS is especially surprising, as the iTunes App Store is usually quite rigorous in its testing process before allowing apps to be made available for download. QUOTES We selected a few quotes from customers to highlight what they think about apps with these sorts of issues. Useful app but it has bugs. Login works sporadically and cheque deposits often fail requiring several tries. The app is perfectly functional, however its clearly not a high quality app... It works, but its clearly got bugs. Camera wont connect for cheque deposits. App locks up in other places. Used to work ne...Please test your app thoroughly before updating. This is a banking app for goodness sake. You should not be beta testing on users. This app used to be great! always working and always being able to deposit cheques. Now its horrible! Always down for maintenance and I cant even deposit cheques anymore with out it giving me an error about 20 times. Horrible! now I have to waste gas driving to the bank again to deposit cheques. Ugh!
11

Application has Bugs
Below is a breakdown by platform of apps that received at least two comments giving this feedback.
iOS
BANK APP
Barclays
Barclays Mobile Banking mybarclaycard
Lloyds Banking Group National Westminster Bank
Lloyds TSB Mobile Banking NatWest NatWest Offshore
Royal Bank of Scotland Group
Isle of Man Bank Royal Bank of Scotland
Santander UK
Personal Banking
Android
BANK APP
Barclays Co-operative Banking Group Lloyds Banking Group Royal Bank of Scotland Group
Barclays Mobile Banking App Co-operative Bank Lloyds TSB Mobile Banking NatWest RBS
Santander UK
Personal Banking
12

Application has Login/Logoff Issues
PROBLEM Application has login/logoff issues. CAUSE Besides software bugs, there could be a few explanations for users having problems logging on or off a banking app: Software Bugs Forgotten password Application times out Forgotten user name Locked account Lack of internet connectivity
SOLUTION Software bugs This is an especially serious issue for a banking app, as a user who believes he/she has signed out could risk nancial loss is their mobile device is compromised. This is one category where iOS is performing signicantly better than Android; however, both platforms have very high numbers for such a signicant security issue. Of all the top issues reported, this is the one that we would recommend be addressed rst, to assuage customers concerns that their mobile banking is highly secure. Forgotten password The interface should be designed to make the authentication process simple and smooth, and to provide enable users to quickly recover or reset their password. Application times out We recommend that apps do not have a timer, as that increases stress and anxiety for the users. When logging back after a timeout, the app should inform the user that the application timed out based on security settings, and guide the user to log back in. Forgotten user name We recommend as a general feature of all mobile apps that they provide local storage of the user name, so that the user does not have to enter it every time. If this is not possible based on security requirements, the app should provide visual guidance to recover the user name. Locked account The app should highlight that the account has been locked due to security reasons for the protection of the user. It should provide a call to action (preferably a direct connection to Support), so that the user can unlock the account. Lack of internet connectivity When there is no internet connectivity, the app should provide the user access to as much offline content as possible. For secure areas, let the user know that they need internet connectivity and can try again later.
13

QUOTES We selected a few quotes from customers to highlight what they think about apps with these sorts of issues. I cant even log in. It says incorrect username or password when its not. Really an inconvenience. Thinking about switching banks because of it. I cant get past the login security question. Nothing shows up in the eld when I type the answer to the security question. Cut & paste doesnt work either, so as it stands now this app is only useful for things that dont require a login like looking up branch hours. Cant log into my account with this app! Recently switched [banks] and this app is incredibly frustrating! Please x.
14

Below is a breakdown by platform of apps that received at least two comments giving this feedback.
iOS
BANK APP
Barclays Co-operative Banking Group Santander UK
Barclays Mobile Banking The Co-operative Bank Personal Banking
Android
BANK APP
Lloyds Banking Group Royal Bank of Scotland Group Santander UK
Lloyds TSB Mobile Banking NatWest Personal Banking
15
Analysis of Findings
Platforms of Choice
The UK banks are not doing well for platform coverage on either OS. They have signicant catching up to do in order to meet customer expectations.
iOS
Android
Both
58%
Average Rating
58%
58%
An interesting trend is that the average rating of iOS apps is higher for all versions than the current version. This indicates that iOS apps may be worsening, instead of getting better with each release. Banks need to have an established roadmap prior to development so that each release is an improvement that spurs positive feedback and ratings. Because Google Play only allows the ratings for only the current version to be viewed, we cannot compare all to current as we can with iOS.
iOS
CURRENT VERSION:
iOS
ALL VERSIONS:
Android*
ALL VERSIONS:
2.7 / 5
3.1 / 5
3.3 / 5
* It is not possible in Google Play to see separate ratings for current and all versions.
16
Analysis of Findings
Highest and Lowest Rated
Our research shows that the number of highest-rated apps is equal across both platforms. The most interesting note is that there are no low-rated Canadian Android apps. Number of High-Rated Apps Number of Low-Rated Apps
2
Rated favourably (3+ stars)
4
Rated negatively ( < 3 stars)
At least 60% favourable rating (3+ stars) 25 or more reviews for the version reviewed
At least 60% negative rating ( < 3 stars) 25 or more reviews for the version reviewed
Customers Feedback
Complaints about bugs and login/logoff issues top the list of grievances. This is baseline functionality that customers expect at a minimum through their mobile experience. The lacking functionality would act as a signicant frustration and thus deterrent for overall usage. Appendix B shows the feedback given for each app about other functionality that is lacking or faulty. Negative feedback correlates with low ratings: customers are clearly telling banks that they will not tolerate a frustrating experience when it comes to managing their nances on mobile. Considering that one in six customers who switch banks indicate a poor mobile banking experience prompted the switch, banks cannot afford to have an app plagued by bugs and other issues.4 At the very least, customers should have access to the same functionality, and experience similar ease of use and overall satisfaction through their mobile banking experience as their traditional banking experience. Given the current growth of mobile usage, a bank will ideally take a step further to offer a superior mobile experience which can act as a differentiator and position them as innovative leaders in the industry. Having a mobile app gives banks a signicant opportunity to better understand the behavior of their customers and thus further engage with them. Banks need to update their apps often in order to x issues, remain relevant, and boost their ratings in the app marketplace.
4 Google Think Insights. (October 2012). Mobile Banking Trends 2012. Retrieved from http://www.google.com/think/ research-studies/mobile-banking-trends-2012.html
17
Conclusion
We are just reaching the breakout point for mobile banking, and many of the top providers are already overly complacent with their offerings. The trailblazers in our industry are the ones who think about mobile at every step of their business and product. Mobile is no longer an afterthought or a check list item to just get done - it is a necessity. Based on the ndings of the report, our observation is that the mobile experience offered by the top UK banks has signicant room for improvement. With only 58% coverage across iOS, Android, or both, UK banks are losing out on a signicant opportunity to engage with their customers, given that 51%76% of mobile users want to use their device to call customer service, cheque balances, transfer money, pay bills, and look up branch locations and hours.5 In general, banks need to focus on a better iOS experience compared to Android, as Android outperformed iOS apps in terms of overall ratings. Customers will not engage in mobile banking as a daily activity and denitely will not have a banks app on the rst screen of their mobile device if an app does not meet their expectations. With their enormous assets, the banks researched for this report have no reason for not having a superb mobile offering. In fact, they cannot afford to have a poorly-performing app, or no app at all. Banks that ignore major customer groups, have poor ratings, and do not respond to complaints, are losing customers, losing revenue, and damaging their brand. Our research combined with our expertise in mobile strategy and product development should provide these and other banks with some ideas for how to design a mobile app, as well as the incentives for providing one.
5 Google Think Insights. (October 2012). Mobile Banking Trends 2012. Retrieved from http://www.google.com/think/research-studies/ mobile-banking-trends-2012.html
18
Appendix A: List of Banks
Appendix
The following list of top UK banks was taken from www.relbanks.com on May 17, 2013. They are listed in order from highest to lowest by total assets.
BANK
# OF IOS APPS*
# OF ANDROID APPS*
1 2 3 4 5 6 7 8 9 10 11 12
HSBC Holdings Barclays Royal Bank of Scotland Group Lloyds Banking Group National Westminster Bank (NatWest) Standard Chartered plc Santander UK Standard Life Co-operative Banking Group Investec Clydesdale and Yorkshire Bank Northern Rock plc
1 2 4 1 2 0 1 0 1 0 0 0
1 1 3 1 2 0 1 0 1 0 0 0
* Apps refers to consumer banking apps available to UK customers
Notes:
As previously explained in the Executive Summary, it is acknowledged that Standard Chartered, Standard Life, and Investec do not offer consumer banking services within the UK. Northern Rock plc was acquired by Virgin Money in early 2012, and operates under the Virgin Money brand. Nonetheless, to preserve the integrity of this study, the original list composed by relbanks.com was used throughout. UK Banking Apps Report: Customer Reviews
20
Appendix B: Mobile App Data
BARCLAYS
Barclays Mobile Banking
RATING TOTAL RATINGS: 166
CURRENT VERSION: 1.3.1 VERSION REVIEWED: 1.3.1
LEGEND
IOS
3.0 92
RATING
FAVOURABLE
74
FAVOURABLE PERCENTAGE
NEGATIVE
NEGATIVE PERCENTAGE
55% 45%
User Friendly
Slow Login/Log off Issues
Bugs
Barclays Mobile Banking App

TOTAL RATINGS: 3,912
CURRENT VERSION: 1.3.2
VERSION REVIEWED: ALL

No Notications
ANDROID
3.5 4,596 1,474

FAVOURABLE NEGATIVE CURRENT VERSION: 1.10
68% 32%
Lacking Transfer Features
NEGATIVE PERCENTAGE
Deposit
Bill Paying Issues
Location Issues
mybarclaycard
VERSION REVIEWED:1.10
Not Compatible
IOS
3.5 10
RATING
TOTAL RATINGS: 15
FAVOURABLE
NEGATIVE
NEGATIVE PERCENTAGE
67% 33%
Lacks Credit Card Features
Forced Updates
Cannot Use on Multiple Devices
Better Website
CO-OPERATIVE BANKING GROUP

The Co-operative Bank
Balance Does Not Update
Cannot View Full Statements
IOS
1.5 15
FAVOURABLE
110
NEGATIVE CURRENT VERSION: 2.1.11
12% 88%
Cannot Access All Accounts
Poor Design
NEGATIVE PERCENTAGE
Unable to Pay Contacts
Co-operative Bank
Favourable is dened as a rating greater or equal to 3 stars
ANDROID
2.9 230
FAVOURABLE
159
NEGATIVE
59% 41%
Negative is dened as a rating less than 3 stars The Current Version refers to the most recent version listed at time when research was conducted. * Varies with device
NEGATIVE PERCENTAGE
22
HSBC HOLDINGS
HSBC Fast Balance
RATING TOTAL RATINGS: 1,689
LEGEND
IOS
2.5 618
FAVOURABLE
1,071
NEGATIVE PERCENTAGE
37% 63%
User Friendly
Bugs
HSBC Fast Balance

RATING TOTAL RATINGS: 3,912

No Notications
ANDROID
2.4 1,542 2,370

FAVOURABLE NEGATIVE
NEGATIVE PERCENTAGE
39% 61%
Deposit
Bill Paying Issues
Location Issues
Not Compatible
Forced Updates
Better Website
Poor Design
Favourable is dened as a rating greater or equal to 3 stars Negative is dened as a rating less than 3 stars The Current Version refers to the most recent version listed at time when research was conducted. * Varies with device
23
LLOYDS BANKING GROUP

Lloyds TSB Mobile Banking
CURRENT VERSION: 1.20 VERSION REVIEWED: 1.20
LEGEND
IOS
2.0 229
FAVOURABLE
519
NEGATIVE CURRENT VERSION: 2.00
NEGATIVE PERCENTAGE
31% 69%
User Friendly
Bugs
Lloyds TSB Mobile Banking

RATING

No Notications

ANDROID
3.3 2,190 1,241

FAVOURABLE NEGATIVE
64% 36%
NEGATIVE PERCENTAGE
Deposit
Bill Paying Issues
NATIONAL WESTMINSTER BANK (NATWEST)

NatWest
Location Issues
Not Compatible
IOS
2.5 83
RATING
FAVOURABLE
112
43% 57%
Forced Updates
NEGATIVE PERCENTAGE
Better Website
NatWest

ANDROID
3.9 5,266 1,376

FAVOURABLE NEGATIVE CURRENT VERSION: 2.6.3
79% 21%
Poor Design
NEGATIVE PERCENTAGE
NatWest Offshore
VERSION REVIEWED: 2.6.3
IOS
3.0 4
RATING
FAVOURABLE
57% 43%
NEGATIVE
NEGATIVE PERCENTAGE
NatWest Offshore
TOTAL RATINGS: 47
ANDROID
3.1 26
FAVOURABLE
21
55% 45%
NEGATIVE
NEGATIVE PERCENTAGE
24
ROYAL BANK OF SCOTLAND GROUP

Isle of Man Bank
CURRENT VERSION: 2.6.3 VERSION REVIEWED: ALL
LEGEND
IOS
3.5 35
FAVOURABLE
16
NEGATIVE
NEGATIVE PERCENTAGE
69% 31%
User Friendly
Bugs
RBSMobile
VERSION REVIEWED:2.1.0
No Notications
IOS
3.5 5
RATING
FAVOURABLE
63% 38%
NEGATIVE
NEGATIVE PERCENTAGE
Deposit
Bill Paying Issues
Location Issues
RBS

Not Compatible

ANDROID
3.8 1,205 381

FAVOURABLE NEGATIVE CURRENT VERSION: 3.2.1
NEGATIVE PERCENTAGE
76% 24%
Forced Updates
Better Website
Royal Bank of Scotland


IOS
2.0 14
FAVOURABLE
34
NEGATIVE
NEGATIVE PERCENTAGE
29% 71%
Poor Design
Ulster Bank NI
IOS
2.5 2
FAVOURABLE
40% 60%
Favourable is dened as a rating greater or equal to 3 stars Negative is dened as a rating less than 3 stars The Current Version refers to the most recent version listed at time when research was conducted.
NEGATIVE
NEGATIVE PERCENTAGE
Ulster Bank NI
ANDROID
3.6 128
FAVOURABLE
49
72%
FAVOURABLE PERCENTAGE NEGATIVE PERCENTAGE
* Varies with device
NEGATIVE
28%
Ulster Bank ROI

ANDROID
3.6 271
FAVOURABLE
99
73% 27%
NEGATIVE
NEGATIVE PERCENTAGE
25
SANTANDER UK
Personal Banking
CURRENT VERSION: 2.10 VERSION REVIEWED: 2.10
LEGEND
IOS
3.5 63
RATING
FAVOURABLE
19
77%
User Friendly
NEGATIVE
NEGATIVE PERCENTAGE
23%
Bugs
Personal Banking
TOTAL RATINGS: 425
CURRENT VERSION: 1.10
No Notications
ANDROID
3.2 270
FAVOURABLE
155
NEGATIVE
64% 36%
Deposit
NEGATIVE PERCENTAGE
Bill Paying Issues
Location Issues
Not Compatible
Forced Updates
Better Website
Poor Design
26
About Us
Pivotal Labs has been at the forefront of agile development for 25 years. We specialize in building highly reliable, scalable software for innovative industry leaders and emerging companies across a number of industries. Weve launched hundreds of web and mobile software products and built complex enterprise infrastructures that run some of the worlds most effective business platforms.
MISSION WHO WE WORK WITH
Transforming how the world builds software. Pivotal Labs co-innovates with a range of clients, from seed stage startups building a rst version of their product, to established startups rapidly scaling their product and team, to Fortune 1000 companies looking for better ways to engage their users.
OUR SERVICES
Mobile and Web Engineering Develop next generation concept sites and applications. Strategic Consulting Advise on how to take advantage of industry trends to ensure an optimal product launch. Product Design Create a product that is on-brand and consistent with design and usability best practices across all platforms. Product Management Work with your and our teams to design and develop software that meets your requirements. Quality Assurance Utilize our large inventory of tools to test across all platforms and browsers. Client Enablement Provide focused coaching so you can integrate our practices with your team.
27
Contributors
AUTHORS
Mike Stern Business Development Director, Financial Services mstern@pivotallabs.com Megan Wheeler Communications Lead mwheeler@pivotallabs.com Charmaine DSilva Senior PR Manager
DESIGN
Lindsay Auchinachie
RESEARCH
Herbert Lui
28
TRANSFORMING HOW THE WORLD BUILDS SOFTWARE
WWW.PIVOTALLABS.COM
PUBLISHED: JANUARY 2014

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UK Banking Apps Report: Customer Reviews

UK Banking Apps Report: Customer Reviews

Executive Summary (continued)

UK Banking Apps Report: Customer Reviews

UK Banking Apps Report: Customer Reviews

State of the Industry

Of the apps, the average rating by platform was:

UK Banking Apps Report: Customer Reviews

App Ratings (continued)

Santander UK Royal Bank of Scotland Group

Personal Banking Isle of Man Bank

Ulster Bank ROI

3.6 3.5 3.3 3.2

UK Banking Apps Report: Customer Reviews

App Ratings (continued)

1.5 2.0 2.0 2.5

HSBC Fast Balance

UK Banking Apps Report: Customer Reviews

Login/ Logoff issues:

Unable to View Full Statements:

Bill paying Issues:

Balance Does not Update Immediately:

Login/ Logoff issues:

Not Compatible Across Device /OS Versions:

UK Banking Apps Report: Customer Reviews

Customers Feedback (continued)

UK Banking Apps Report: Customer Reviews

Customers Feedback (continued)

Barclays Mobile Banking mybarclaycard

Lloyds Banking Group National Westminster Bank

Lloyds TSB Mobile Banking NatWest NatWest Offshore

Royal Bank of Scotland Group

Isle of Man Bank Royal Bank of Scotland

UK Banking Apps Report: Customer Reviews

Customers Feedback (continued)

Customers Feedback (continued)

UK Banking Apps Report: Customer Reviews

Customers Feedback (continued)

Barclays Co-operative Banking Group Santander UK

Barclays Mobile Banking The Co-operative Bank Personal Banking

Lloyds Banking Group Royal Bank of Scotland Group Santander UK

Lloyds TSB Mobile Banking NatWest Personal Banking

UK Banking Apps Report: Customer Reviews

UK Banking Apps Report: Customer Reviews

UK Banking Apps Report: Customer Reviews

UK Banking Apps Report: Customer Reviews

Appendix A: List of Banks

* Apps refers to consumer banking apps available to UK customers

Appendix B: Mobile App Data

Slow Login/Log off Issues

Barclays Mobile Banking App

CURRENT VERSION: 1.3.2

VERSION REVIEWED: ALL

3.5 4,596 1,474

Lacking Transfer Features

Bill Paying Issues

Lacks Credit Card Features

Cannot Use on Multiple Devices

CO-OPERATIVE BANKING GROUP

Balance Does Not Update

Cannot View Full Statements

Cannot Access All Accounts