We analyzed 15 000 reviews about Lloyds Bank

Is Lloyds Bank having issues with their login?

Photo: 401(K) 2012

Lloyds Bank is a British retail and commercial bank with branches across England and Wales. They offer a range of financial products and services โ€“ including current accounts, savings, mortgages, loans and credit cards. And Lloyds Bank app enables you to do your everyday banking from your mobile or tablet.

Banking on the go is pretty common nowadays. Therefore we wanted to see how one of Britainโ€™s โ€œBig Fourโ€ chose to approach the portable banking industry. So we took 15 000 reviews about Lloyds bank and ran them through Gavagai explorer. Here is what we learned!

Here are 3 things we found out!

The topic “log” refers to the login process of the application. The topic has a grade of 2,79 / 5. This value is lower than the overall average grade of 4,28 / 5 for the project. Many users are discontent with the login process.

Topic update has a grade of 2,77 / 5. The topic occurs in 3% of the texts and frequently occurs along with the topic app (in 41% of the cases). This topic is the biggest negative driver and indicates users being very discontent with the updates of the application.

The topic “secure” indicates that the users feel the app is safe and secure. The topic also mostly occurs along with the topic “simple” (in 53% of the cases).

What does this mean for Lloyds?

Lloyds banking app has a high average grade which mirrors the overall satisfaction among users. But we surely found some impactful topics which can help Lloyds improve and better meet userโ€™s demands.

The topic “login” is very fundamental when it comes to banking apps and should be balanced between secure and simple. Itโ€™s important to keep up to date on factors that might cause customers to look elsewhere.

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