How do U.K. Banks’ Mobile Apps Rate According to Their Customers?

August 20, 2013 Megan Wheeler

One in six consumers who switches banks indicates a poor mobile banking experience as the reason for the switch, according to a Google Think article.

Xtreme Labs conducted an in-depth examination of the iOS and Android apps of the top U.K. banks to see if these institutions were in fact meeting the expectations of customers when it comes to mobile banking. 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.

Highlights from the Banking Apps Report include:

  • The average rating on iOS is 2.7 stars for the current version of the app and 3.1 for all versions; average rating on Android is 3.3 stars for all versions
  • Platform coverage is weak, as only 58% of banks have developed an app on iOS, Android or both platforms
  • Royal Bank of Scotland Group has developed the most apps, with a total of 7 across both platforms
  • Seven banks have one to three apps each, while two consumer banks – Clydesdale and Yorkshire Bank and Northern Rock plc – have no apps at all
  • Santander UK’s “Personal Banking” app is the only app rated highly on both Android (3.2 stars) and iOS (3.5 stars)
  • The top issues found across both platforms include bugs and login/logoff issues

Find out how the top U.K. banks – HSBC Holdings, Barclays, Royal Bank of Scotland, and others – are meeting their customers’ mobile needs and expectations.

Click here to read our FREE U.K. Banking Apps Report, which has also been featured in the Financial Times. See the full press release here.

About the Author

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