Analysis of 1 391 reviews on BankMobile

We wanted to see what we could learn about BankMobile and their digital-only bank services

Photo: Tinkoff Bank

BankMobile is a completely digital bank and has partnered with many schools across the US to deliver financial aid refunds and other credit balances to students. Choices include an electronic deposit to another account, a paper check, or electronic deposit to BankMobile.

We wanted to see what we could learn about BankMobile and their digital-only bank services, and how they are being received by customers. So, we took 1 391 reviews about BankMobile and ran them through Gavagai explorer. Some things we learned really surprised us!

Here are 3 things we found interesting!

The topic “information” has a grade of 1,67. This value is lower than the overall average grade of 2,63 for the project. The topic occurs mostly in relation to the topic “account” and indicates customers being discontent with how the information is being handled.

The analysis indicates that the topic “customer service” has improved a lot since 2016. It had an occurrence ratio of 55% back then and the sentiment analysis shows that it had a 100% negativity and frequently occurred along the topics “horrible” and “worst”. In 2018 the positivity increased by a lot and today the topic occurs in 27% of the texts and frequently occurs along with the topics great (in 18% of the cases) and excellent (in 10% of the cases).

The topic “school” has a grade of 1,87. The topic indicates that many students experience problems with refunds issued by the school through BankMobile.

What can we tell from this?

BankMobile has a worrying low grade in this analysis, we definitely think we found many impactful insights which might help BankMobile improve their services and expand. 

If we take a look at the topic “information” the analysis indicates that the information gathering and processing is both scary and frustrating for some customers due to the repetitive commands of account information. While this is sure to increase security, it might be something to consider improving and simplify.

The topic “customer service” shows that Bank mobile is focusing a lot on improving customer relation and service since 2018 and is now one of the stronger attributes of the company. Even so, it’s important to keep up to date on factors that might cause customers to look elsewhere, especially with other players vying for market share. A

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Gavagai is a Swedish language-tech company using advanced AI to help businesses analyze text and feedback – so they can understand their customers better. Spun off from the Swedish Institute of Computer Science, our Word Space Technology has grown and improved over 20 years, and our research team has published more than 400 academic papers.