We analyzed 9 182 reviews about the HSBC bank app

The app users want to keep it simple

The British bank HSBC is one of the largest banks in the world. They have created an app that is specially designed for their UK customers. It is also possible to manage global accounts outside the UK through the app.

We wanted to see what we could learn about the customer experience of a bank app. Therefore we took 9 182 reviews about the HSBC bank app posted on Google Play and ran them through Gavagai Explorer. Some things we learned were really interesting!

Here are 3 things we found out!

People seem to struggle with “login”. There is a significant connection between “login” and “fingerprint”. We can see that the connection has decreased over time which could mean an improvement of the fingerprint login. With an average grade of 1,96, “login” is a negative driver to the 2,34 overall average grade.

The average grade for “security” is slightly higher than the overall average grade. Over time we can see that the net sentiment about “security” has gone up and in the last month, people have been talking more about “security” than they usually do.

One topic that really stands out from the rest is the topic “simple”. “Simple” has an average grade of 4,53. Compared to the overall average grade of 2,34 it is really good and definitely the biggest positive driver of the overall average grade.

What can HSBC learn from this?

There have been issues with logins connected to fingerprint. We can see that in the last months the connection between logins and fingerprint has weakened. The net sentiment for fingerprint has also gone up which indicates fingerprint improvements.

The users of the app clearly want it to be simple. The topic simple is by far the biggest positive driver for the overall average grade. Therefore it seems like it might be a good idea to keep the app as simple as possible.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

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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.