Source: Mapa Research
Insights from digital banking experts Mapa Research have shown that changes to NatWest’s Android app have helped it come out top with app users, who rate it above the other major UK financial services providers’ apps.
NatWest launched its new app towards the end of 2016, and Mapa data indicates that those using it are certainly enjoying it - for both practical and personal reasons.
Looking at not only the ratings but the reviews left by app users, Mapa analysts found that the Emergency Cash feature, the smooth navigation and the ease of making payments were helping the redesigned NatWest app move to the number one spot, with a Mapa App Score of 76.
Possible enhancements have still been highlighted, such as adding the ability to view pending transactions and improving consistency in the login process (fingerprint scanning has often not worked).
Despite having a higher rating on Apple’s app store (currently 4.8, versus 4.5 on the Google Play store), our recent analysis compares the NatWest app to eight other financial services apps in both stores and it beats all other major UK banks for Android - but Lloyds remains at the top of the table for Apple devices.
Mapa Research Manager Chris Ward commented: ‘As we track changes to the design and functionality of mobile banking apps, we can also see the impact on consumer sentiment and reassure our clients that updates are making a difference. With NatWest introducing new account and card management features, additional transaction data and more educational content in its latest major app release, it’s no wonder that app users are rating it well across all app performance factors.’
Using state-of-the-art sentiment analysis technology, the Mapa App Score is made up of scores across various attributes - including security, privacy, elegance and usability - which are grouped into app performance factors: Threshold (getting the basics right), Emotional (design and experience) and Functional (content and interoperability).