State of CX in Mobile Banking: 100+ Banks in check
Mobile-first banking is the new standard. Yet, it can make or break customer experience. So we analyzed thousands of app reviews in the UK and DACH to reveal key user and competitive insights.
⏱️ Time to read: 15 min.
What you will learn
😡 What are the main drivers of negative experiences
😍 Which topics are mentioned positively by users
📈 What are the key trends across the UK or DACH markets
🤖 How do traditional banks compare to neobanks
🤔 What really pushes customers to switch banks
Who is this report for?
We crafted this analysis to help CX, Insights and Product leaders uncover customer insights hidden within App Reviews — and benchmark themselves against competitors.
"People have very, very high expectations because of some of the challenger digital banks. How do we get ahead of that curve? How do we innovate with technology and digital to create something that's both easy and meaningful for customers?
People have very, very high expectations because of some of the challenger digital banks. How do we get ahead of that curve? How do we innovate with technology and digital to create something that's both easy and meaningful for customers?
Billy Budd
Customer Insights Manager
