What went wrong with the USAA Mobile Banking App in August and why does it appear to be unresolved?
In our webinar last week on identifying pain points using public review data we jumped into the Ipiphany platform live and this was one of the scenarios we looked at. Even with the latest update on the 12th of November it appears that the USAA App is struggling with performance issues.
Over 16% of comments referred to reliability issues and technical glitches.
Compare this to Bank of America (only 3.4%) and you can see the impact this has on CX and risk it poses for churn if not resolved quickly. It appears to be an app dev issue as the negative comments are across both iOS and Google Play reviews indicating it isn't an OS update and needs resolution internally at USAA.
Join us as we compare the performance of Banking Apps in the US Market each month. According to Engaged Customer Rankings Data, Who comes out on top? Who were the biggest movers (up and down) and which features and journeys have been identified as having issues and what needs to be prioritized by that bank to get back up the rankings. A short sharp look at this critical digital tool each month powered by some of the world’s most cutting edge technology making it easier to identify and prioritize actions to improve your mobile app.
If you would like a personalized look at your own bank's performance and insight we can give you, feel free to contact Touchpoint Group today and we can organize a specific insights session just for your business. Otherwise fill out the form to the right to watch the USAA Mobile Banking App Analysis.
Head of Customer Intelligence
Chief Revenue Officer, Sales and Marketing
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