8/13/2019 Report on UK Mobile Banking Apps
1/29
UK Banking Apps Report:Customer Reviews
BY PIVOTAL LABS
8/13/2019 Report on UK Mobile Banking Apps
2/29
2UK Banking Apps Report: Customer Reviews
Table of Contents
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
3
5
5
6
7
7
10
16
18
19
21
30
8/13/2019 Report on UK Mobile Banking Apps
3/29
3UK Banking Apps Report: Customer Reviews
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
financial 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 findings and solutions to address the top customer
complaints for banks to improve their mobile offering. Our research providesa 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 addit ional 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 significant 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, andInvestecdo 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 significant opportunity to differentiate themselves as innovative industry
leaders in mobile.
Executive Summary
8/13/2019 Report on UK Mobile Banking Apps
4/29
4UK Banking Apps Report: Customer Reviews
Executive Summary (continued)
Based on our findings, there is a significant 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
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
8/13/2019 Report on UK Mobile Banking Apps
5/29
5UK Banking Apps Report: Customer Reviews
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 first 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 specified 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.
http://www.relbanks.com/europe/ukhttp://www.relbanks.com/europe/uk8/13/2019 Report on UK Mobile Banking Apps
6/29
6UK Banking Apps Report: Customer Reviews
State of the Industry
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 Satisfactio n Study. Retrieved from http://www.jdpower.com/
content/press-release/Hmio580/2012-retail-banking-satisfaction-study.htm
Customers are increasingly turning to mobile to fulfill their daily banking
needs. Given the number of choices customers have for financial services,
banks have a significant 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 benefits 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 customerengagement 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:
http://www.jdpower.com/content/press-release/Hmio580/2012-retail-banking-satisfaction-study.htm%208/13/2019 Report on UK Mobile Banking Apps
7/29
7UK Banking Apps Report: Customer Reviews
Platforms of Choice
= 58%
Average Rating
* It is not possible in Google Play to see separ ate ratings for curre nt and all versions.
2.7/5
ALL VERSIONS:CURRENT VERSION:
iOS
3.1 /5
Android*ALL VERSIONS:
3.3 /5
7/12 = 58%7/12 = 58%7/12
BothiOS Android
iOS
App Ratings
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.
Of the apps, the average rating by platform was:
8/13/2019 Report on UK Mobile Banking Apps
8/29
8UK Banking Apps Report: Customer Reviews
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
BANK APP RATING(OUT OF 5) %FAVOURABLE
Santander UK Personal Banking 3.5 77
Royal Bank of Scotland
GroupIsle of Man Bank 3.5 69
iOS
Highest Rated
Please refer to Appendix B for the banking apps that did not meet our criteria
to be either highest or lowest rated.
BANK APPRATING(OUT OF 5)
%FAVOURABLE
National Westminster NatWest 3.9 79
Royal Bank of Scotland
GroupRBS 3.8 76
Royal Bank of Scotland
GroupUlster Bank ROI 3.6 73
Royal Bank of Scotland
GroupUlster Bank NI 3.6 72
Barclays Barclays Mobile Banking 3.5 68
Lloyds Banking Group Lloyds TSB Mobile Banking 3.3 64
Santander UK Personal Banking 3.2 64
Android
App Ratings (continued)
8/13/2019 Report on UK Mobile Banking Apps
9/29
8/13/2019 Report on UK Mobile Banking Apps
10/29
10UK Banking Apps Report: Customer Reviews
The figures 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
Android
Bugs: 58%
Bugs: 60% 30%Login/Logoff issues: 40%
Unable to
View Full
Statements:25%
Not Compatible
Across Device
/OS Versions:
Bill
paying
Issues: 25% 25%
BalanceDoes not
Update
Immediately:
Poor Design: 42%25%Login/Logoff issues:
Customers Feedback
8/13/2019 Report on UK Mobile Banking Apps
11/29
11UK Banking Apps Report: Customer Reviews
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 identified 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 find 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 iTunesApp 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... Itworks, but its clearly got bugs.
Camera wont connect for cheque deposits. App locks up in other places. Used
to work fine...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!
Customers Feedback (continued)
Application has Bugs
8/13/2019 Report on UK Mobile Banking Apps
12/29
12UK Banking Apps Report: Customer Reviews
BANK APP
Barclays Barclays Mobile Banking
mybarclaycard
Lloyds Banking Group Lloyds TSB Mobile Banking
National Westminster Bank NatWest
NatWest Offshore
Royal Bank of Scotland Group Isle of Man Bank
Royal Bank of Scotland
Santander UK Personal Banking
Below is a breakdown by platform of apps that received at least two
comments giving this feedback.
Application has Bugs
iOS
BANK APP
Barclays Barclays Mobile Banking App
Co-operative Banking Group Co-operative Bank
Lloyds Banking Group Lloyds TSB Mobile Banking
Royal Bank of Scotland Group NatWest
RBS
Santander UK Personal Banking
Android
Customers Feedback (continued)
8/13/2019 Report on UK Mobile Banking Apps
13/29
13UK Banking Apps Report: Customer Reviews
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 financial loss is their mobile device is compromised.
This is one category where iOS is performing significantly better than Android;
however, both platforms have very high numbers for such a significant security issue.
Of all the top issues reported, this is the one that we would recommend be addressed
first, to assuage customers concerns that their mobile banking is highly secure.
Forgotten passwordThe 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.
Application has Login/Logoff Issues
Customers Feedback (continued)
8/13/2019 Report on UK Mobile Banking Apps
14/29
14UK Banking Apps Report: Customer Reviews
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 field
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 fix.
Customers Feedback (continued)
Application has Login/Logoff Issues
8/13/2019 Report on UK Mobile Banking Apps
15/29
15UK Banking Apps Report: Customer Reviews
BANK APP
Barclays Barclays Mobile Banking
Co-operative Banking Group The Co-operative Bank
Santander UK Personal Banking
iOS
BANK APP
Lloyds Banking Group Lloyds TSB Mobile Banking
Royal Bank of Scotland Group NatWest
Santander UK Personal Banking
Android
Below is a breakdown by platform of apps that received at least two
comments giving this feedback.
Customers Feedback (continued)
Application has Login/Logoff Issues
8/13/2019 Report on UK Mobile Banking Apps
16/29
16UK Banking Apps Report: Customer Reviews
Platforms of Choice
The UK banks are not doing well for platform coverage on either OS. They have
significant catching up to do in order to meet customer expectations.
Average Rating
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.
58% 58%
BothiOS Android
58%
2.7/5
ALL VERSIONS:CURRENT VERSION:
iOS
3.1 /5
ALL VERSIONS:
3.3 /5
iOS
* It is not possible in Google Play to see separate ratings for current and all versions.
Android*
Analysis of Findings
8/13/2019 Report on UK Mobile Banking Apps
17/29
17UK Banking Apps Report: Customer Reviews
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 7 4 1
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 significant 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 itcomes to managing their finances 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 significant 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 fix issues, remain relevant,
and boost their ratings in the app marketplace.
4 Google Think Insigh ts. (October 2012). Mobile Bankin g Trends 2012. Retrieved fromhttp://www.google.com/think/
research-studies/mobile-banking-trends-2012.html
Rated favourably (3+ stars)
At least 60% favourable rating (3+ stars)
25 or more reviews for the version reviewed
Rated negatively ( < 3 stars)
At least 60% negative rating ( < 3 stars)
25 or more reviews for the version reviewed
Analysis of Findings
http://www.google.com/think/research-studies/mobile-banking-trends-2012.htmlhttp://www.google.com/think/research-studies/mobile-banking-trends-2012.htmlhttp://www.google.com/think/research-studies/mobile-banking-trends-2012.htmlhttp://www.google.com/think/research-studies/mobile-banking-trends-2012.html8/13/2019 Report on UK Mobile Banking Apps
18/29
18UK Banking Apps Report: Customer Reviews
Conclusion
5 Google Think Insight s. (October 2012). Mobile Banking Trends 2012. Retrieved from http://www.google.com/think/research-studies/
mobile-banking-trends-2012.html
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 findings of the report, our observation is that the mobile
experience offered by the top UK banks has significant room for improvement.
With only 58% coverage across iOS, Android, or both, UK banks are losing out
on a significant 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 definitely
will not have a banks app on the first 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 affordto 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.
http://www.google.com/think/research-studies/mobile-banking-trends-2012.htmlhttp://www.google.com/think/research-studies/mobile-banking-trends-2012.htmlhttp://www.google.com/think/research-studies/mobile-banking-trends-2012.htmlhttp://www.google.com/think/research-studies/mobile-banking-trends-2012.html8/13/2019 Report on UK Mobile Banking Apps
19/29
8/13/2019 Report on UK Mobile Banking Apps
20/29
20UK Banking Apps Report: Customer Reviews
BANK# OFIOS APPS*
# OFANDROID APPS*
1 HSBC Holdings 1 1
2 Barclays 2 1
3 Royal Bank of Scotland Group 4 3
4 Lloyds Banking Group 1 1
5 National Westminster Bank (NatWest) 2 2
6 Standard Chartered plc 0 0
7 Santander UK 1 1
8 Standard Life 0 0
9 Co-operative Banking Group 1 1
10 Investec 0 0
11 Clydesdale and Yorkshire Bank 0 0
12 Northern Rock plc 0 0
Appendix
The following list of top UK banks was taken from www.relbanks.comon May 17, 2013.
They are listed in order from highest to lowest by total assets.
* Apps refers to consumer banking apps availab le to UK customers
Notes:As previously explained in the Executive Summary, it is acknowledged that Standard Chartered, Standard Life, and Investec do not offerconsumer 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.comwas used throughout.
http://www.relbanks.com/europe/ukhttp://www.relbanks.com/http://www.relbanks.com/http://www.relbanks.com/europe/uk8/13/2019 Report on UK Mobile Banking Apps
21/29
Appendix B: Mobile App Data
8/13/2019 Report on UK Mobile Banking Apps
22/29
22UK Banking Apps Report: Customer Reviews
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
LEGEND
Favourable is defined as a rating
greater or equal to 3 stars
Negative is defined as a rating less than
3 stars
The Current Version refers to the mo st
recent version listed at time when
research was conducted.
*Varies with device
Barclays Mobile Banking
BARCLAYS
Barclays Mobile Banking App
mybarclaycard
55%
3.0166
92 74
3,912
4,596 1,474
10 5
45%
68%
32%
1.3.1
3.5
3.5
1.3.1
ALL1.3.2
1.101.10
15
IOS
ANDROID
IOS
67%
33%
12%
1.5125
15 110
389
230 159
88%
59%
41%
1.1.1
2.9
1.1.1
ALL2.1.11
The Co-operative Bank
CO-OPERATIVE BANKING GROUP
Co-operative Bank
IOS
ANDROID
8/13/2019 Report on UK Mobile Banking Apps
23/29
23UK Banking Apps Report: Customer Reviews
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
LEGEND
Favourable is defined as a rating
greater or equal to 3 stars
Negative is defined as a rating less than
3 stars
The Current Version refers to the mo st
recent version listed at time when
research was conducted.
*Varies with device
37%
2.51,689
618 1,071
3,912
1,542 2,370
63%
39%
61%
1.1.0
2.4
1.1.0
ALL1.1.49
HSBC HOLDINGS
HSBC Fast Balance
HSBC Fast Balance
IOS
ANDROID
8/13/2019 Report on UK Mobile Banking Apps
24/29
24UK Banking Apps Report: Customer Reviews
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
LEGEND
Favourable is defined as a rating
greater or equal to 3 stars
Negative is defined as a rating less than
3 stars
The Current Version refers to the mo st
recent version listed at time when
research was conducted.
*Varies with device
31%
2.0748
229 519
3,431
2,190 1,241
69%
64%
36%
1.20
3.3
1.20
ALL2.00
Lloyds TSB Mobile Banking
LLOYDS BANKING GROUP
Lloyds TSB Mobile Banking
IOS
ANDROID
5,266 1,376
83 112
79%
21%
2.5
3.9
4 357%
43%3.0
26 21
55%
45%3.1
3.2.13.2.1
ALL2.0.44
2.6.32.6.3
195
6,642
7
47
ALL3.0.30NatWest
NatWest
NatWest Offshore
NatWest Offshore
IOS
ANDROID
ANDROID
IOS
43%57%
NATIONAL WESTMINSTER BANK (NATWEST)
8/13/2019 Report on UK Mobile Banking Apps
25/29
25UK Banking Apps Report: Customer Reviews
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
LEGEND
Favourable is defined as a rating
greater or equal to 3 stars
Negative is defined as a rating less than
3 stars
The Current Version refers to the mo st
recent version listed at time when
research was conducted.
*Varies with device
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
271 993.6
ALL2.2.58
370
Ulster Bank ROI
73%
27%ANDROID
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
8
5 363%
38%3.5
2.1.02.1.0RBSMobile
IOS
ROYAL BANK OF SCOTLAND GROUP
35 1669%
31%3.551
ALL2.6.3Isle of Man Bank
IOS
40%
2.55
2 3 60%
2.6.22.6.2Ulster Bank NI
IOS
29%
2.048
14 34
3.2.13.2.1Royal Bank of Scotland
IOS
71%
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
1,586
1,205 38176%
24%3.8
ALL3.0.30RBS
ANDROID
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
128 493.6177
ALL2.2.58Ulster Bank NI
72%
28%ANDROID
8/13/2019 Report on UK Mobile Banking Apps
26/29
26UK Banking Apps Report: Customer Reviews
LEGEND
Favourable is defined as a rating
greater or equal to 3 stars
Negative is defined as a rating less than
3 stars
The Current Version refers to the mo st
recent version listed at time when
research was conducted.
*Varies with device
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
CURRENT VERSION: VERSION REVIEWED:
FAVOURABLE NEGATIVE
RATING TOTAL RATINGS:
FAVOURABLE PERCENTAGE
NEGATIVE PERCENTAGE
77%
3.582
63 19
425
270 155
23%
64%
36%
2.10
3.2
2.10
ALL1.10
Personal Banking
SANTANDER UK
Personal Banking
IOS
ANDROID
8/13/2019 Report on UK Mobile Banking Apps
27/29
27UK Banking Apps Report: Customer Reviews
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.
Transforming how the world builds software.
Pivotal Labs co-innovates with a range of clients, from seed stage startups building a first
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.
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.
MISSION
WHO WE WORK WITH
OUR SERVICES
8/13/2019 Report on UK Mobile Banking Apps
28/29
28UK Banking Apps Report: Customer Reviews
Mike Stern
Business Development Director,
Financial Services
Megan Wheeler
Communications Lead
Charmaine DSilva
Senior PR Manager
Contributors
AUTHORS
DESIGN
RESEARCH
Lindsay Auchinachie
Herbert Lui
mailto:mstern%40xtremelabs.com?subject=U.K.%20Banking%20Apps%20Reportmailto:mstern%40xtremelabs.com?subject=U.K.%20Banking%20Apps%20Report8/13/2019 Report on UK Mobile Banking Apps
29/29
TRANSFORMING HOW THE WORLD BUILDS SOFTWARE | WWW PIVOTALLABS COM | PUBLISHED: JANUARY 2014
http://../Library/Caches/Adobe%20InDesign/Version%209.0/en_US/InDesign%20ClipboardScrap1.pdfhttp://../Library/Caches/Adobe%20InDesign/Version%209.0/en_US/InDesign%20ClipboardScrap1.pdfhttp://../Library/Caches/Adobe%20InDesign/Version%209.0/en_US/InDesign%20ClipboardScrap1.pdfhttp://../Library/Caches/Adobe%20InDesign/Version%209.0/en_US/InDesign%20ClipboardScrap1.pdfTop Related