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Slow loading times, poor interfaces, inadequate support: Futurice survey reveals consumers’ top gripes with their banking apps

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Majority of customers say they’d consider switching banks to escape unreliable apps and shoddy customer service

LONDON, Nov. 12, 2024 /PRNewswire/ — A new survey released today on customers’ top frustrations with mobile banking reveals digital-only company Monzo is leading the app game – while the high street banks are falling short.

Today’s digital-savvy users demand more from their banking apps and will consider switching banks to get it, according to a survey of 518 UK adults conducted by digital and AI transformation consultancy Futurice UK, with the majority prioritising a reliable, straightforward app experience and top-tier customer service.

While 30% of those surveyed were most satisfied with the Monzo app, followed by NatWest (15%) and Chase (14%), when asked which app causes them the most frustration, Barclays was named by 7% of respondents, followed by Nationwide (6%) and HSBC (5%).

Inadequate customer support topped consumers’ list of frustrations – cited by 47% of respondents, followed by slow loading times (45%) poor user interface (44%) and limited app features (37%).

Over a third (34%) of respondents have five or more banking apps on their phones to handle everything from current, savings and mortgage accounts, to crypto and foreign exchange.

“Banking apps are critical touch points between banks and their customers,” says Matthew Edwards, MD of Futurice UK. “People want to be on top of their finances and they need their banking apps to keep up. From easy in-app navigation to 24/7 customer service, these findings suggest that by failing to deliver consistently effortless digital experiences, banks are not meeting their customers’ expectations.”

Poor digital experiences erode loyalty

It’s clear that a hassle-free digital experience is extremely important: a huge 70% of respondents said they were ‘likely’ or ‘very likely’ to switch providers for a more reliable mobile app.

Participants repeatedly mentioned apps crashing, having complicated layouts, taking a long time to load and being regularly unavailable (due to maintenance or updates) as key frustrations. Some described their interaction with the Barclays app as “slower” and “not user friendly,” citing login issues and error messages. Meanwhile users criticised HSBC’s app for requiring “constant” approvals for transactions which “takes too long.”

Matthew Edwards says today’s users are looking for the seamless interaction they’re accustomed to from their other essential apps: “Banks and financial institutions should prioritise operational excellence in their digital platforms. This means ensuring the customer journey is smooth from login to transaction, and that apps are equipped to handle peak demand without compromising speed or user experience. Investments in backend infrastructure, load management and interface design are no longer optional, they are prerequisites for retention.”

Customer support – the new baseline for engagement

Another area of concern the Futurice survey highlights is customer service. Not having fast, accessible support was mentioned by many respondents as a problem. Seventy-one per cent said they were ‘likely’ or ‘very likely’ to consider switching banks for superior customer service while 67% would think about changing for 24/7 support.

Matthew Edwards comments: “Round-the-clock support isn’t a luxury – it should be the new normal for banks wanting to retain their customers.

“AI-driven chatbots are useful for filtering common queries, but effective customer service needs a hybrid approach, with human agents also on hand for more complex issues.”

Make it personal – standardised solutions are out

Other insights revealed by the Futurice survey include respondents being annoyed and underserved by limited in-app features and a one-size-fits-all approach. Many want tailored advice, budget tools and money pots for an individualised banking experience: 66% would consider switching to a provider with more innovative app features, while half would switch for personalised financial advice.

Monzo, which came out top in terms of overall satisfaction, was praised by users for the ease of directing money into different pots, whether saving for something specific or tracking spending. Participants said Monzo’s pots “helps me budget” and ” feel in control” adding that the app “offers more than just banking.”

“Banks can deploy advanced analytics and AI to provide bespoke financial advice, spending insights and savings tools that align with customers’ unique circumstances,” says Matthew Edwards. “Embracing personalisation means putting the customer at the centre of the product, enhancing customer satisfaction, deepening engagement and driving loyalty.”

Additionally, according to the survey, ethical banking is becoming a mainstream expectation. Matthew Edwards says: “It’s no longer a ‘niche’ concern; 48% of respondents would ‘likely’ or ‘very likely’ switch to a provider that follows ethical banking practices. Customers are actively seeking banks that reflect their values around sustainability, fair business practices and social responsibility. Banks that communicate their commitment to sustainability and fair practices stand to build stronger emotional connections with their customers.”

Meanwhile, security remains a crucial concern for many, with 68% saying they were ‘likely’ or ‘very likely’ to switch for enhanced security features.

“It’s clear that people expect more from their apps”

While higher interest rates and lower fees will always be a draw, the Futurice survey provides compelling evidence that user expectations in digital banking are evolving, and financial institutions must adapt quickly to stay competitive.

“Financial institutions need to stay ahead of the curve and respond to what their digital-first customers value,” says Matthew Edwards. “Personalisation, seamless interactions and 24/7 support are critical factors in retaining and attracting bank customers, along with robust security and ethical practices.

“It’s clear that people expect more and more from their apps, and these insights can provide a roadmap if banks are willing to listen. Fail to address these areas, and you risk falling behind.”

To download the survey insights report click here.

Futurice is a digital and AI transformation consultancy, helping clients to solve their biggest challenges and empowering them to make a positive impact on the world.

We design, develop and scale digital products and services across many industries. Our goal is to deliver measurable, sustainable outcomes through close and business-focused collaboration with our clients. Over the last few years, we’ve helped major banking, finance, automotive, mobility and logistics clients reach the forefront of the data and digital transformation.

Photo – https://mma.prnewswire.com/media/2554309/Matthew_Edwards.jpg

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Wrap Up Your Phone in Style with OtterBox

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-Sleigh the season with must-have holiday cases-

FORT COLLINS, Colo. , Nov. 25, 2024 /PRNewswire/ — Gearing up the holidays includes getting your phone ready for heavy travel and tons of photos. Prepare your most crucial travel companion for the holiday season with Symmetry Series Winter Collection and 2-in-1 Crossbody Straps, available now on otterbox.com.

Spread holiday cheer with Symmetry Series Winter Collection. These ultra-slim cases feature nutcrackers, holiday bows and a classic holiday plaid. Symmetry Series hugs your phone’s curves and features legendary OtterBox protection to keep your device safe all season long. These three new cases are perfect for getting into the holiday spirit and traveling in style.

Pair Symmetry Series Winter Collection with new 2-in-1 Crossbody Strap, available now. Symmetry Series for iPhone 16 devices have two built in connection points that act as accessory attach points. The crossbody is perfect for keeping your device close at hand during the holiday bustle. It features loops to easily connect keys and headphones when wearing as a crossbody or can be quickly converted into a wrist strap. The adjustable straps allow you to dial in the perfect length every time you wear it.        

OtterBox Symmetry Series Winter Collection and 2-in-1 Crossbody Strap are available now on otterbox.com and are 30% off through Thanksgiving.

About OtterBox:
From humble beginnings in a Fort Collins, Colo. garage, OtterBox now leverages more than 25 years of engineering and design expertise to develop protective products for all things mobile. It’s no surprise that OtterBox is the #1 most trusted smartphone case brand in the U.S. From ultra-rugged to sleek and stylish, OtterBox has you covered. 

Protect it. Style it. OtterBox it. 

At the center of every OtterBox innovation is a deeper goal to affect positive, lasting change. In partnership with the OtterCares Foundation, OtterBox gives back by inspiring kids to change the world through entrepreneurship and philanthropy. To learn more about this mission, visit otterbox.com/givingback

For more information, visit otterbox.com.

1Symmetry Series is NOT protective against water. Will provide added protection against drops and shock.

View original content to download multimedia:https://www.prnewswire.com/news-releases/wrap-up-your-phone-in-style-with-otterbox-302314872.html

SOURCE OtterBox

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VTech® and LeapFrog® Capture Coveted Holiday Toy Honors for 2024

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These Toys Deliver Award-Winning Learning and Fun for Kids of All Ages

CHICAGO, Nov. 25, 2024 /PRNewswire/ — VTech® and LeapFrog®, industry leaders in electronic learning toys, today announced that several of their innovative products have received top industry awards for 2024. These accolades celebrate the brands’ dedication to creating high-quality, engaging toys that bring excitement to every playtime.

“We couldn’t be more excited to see VTech and LeapFrog toys shining on holiday lists this year!” said Karen Balduf, Vice President of Marketing, VTech Electronics North America. “These awards reflect our commitment to creating toys that deliver joy while fostering kids’ development, learning and exploration.”

Highlights of the award-winning products include:

VTech® Sort & Discover Activity Wagon™: Discover a wagon full of wonders! Kids will love pulling this interactive wagon filled with light-up buttons, cheerful sounds and shape-sorting blocks. With an engaging activity panel and colorful design, it’s perfect for little adventurers to explore and play. Spark their curiosity and watch them enjoy hours of imaginative discovery. This wagon is a delightful way to turn playtime into an exciting journey!VTech® Sandy Snacks-a-Lot™: It’s time for a snack! Hold up a snack piece for Sandy to sniff, then place it on her tongue when she opens her mouth. Listen to Sandy’s thoughts on different foods and see her belly light up based on what she eats. Pet her head or press her back buttons for phrases and songs about food, flavors, colors and axolotl facts. Easily store snacks inside Sandy’s tail when playtime is over for convenient cleanup.VTech® KidiZoom® Smartwatch DX4: This super-cool, splash-proof smartwatch is perfect for kids ages 4+. It features dual cameras, a large high-resolution screen and a premium metal body. Kids can play exciting activities, challenges and reaction games designed to get them moving. They can explore creativity with photo and video effects or make music with the composer app. With 50+ clock faces and a shake-to-hear time feature, it’s both fun and entertaining!VTech® Go! Go! Smart Wheels® Checkered Flag Motorized Track Set™: Race into excitement with this fun track set! Use the remote to control the RC Racer and challenge the Motorized Race Car. Zoom around thrilling turns and bends, with track switches adding surprises at every lap. Celebrate victories on the winners’ podium with fun role-play phrases. Explore interactive SmartPoint® spots for first words, songs and racing sounds. This engaging toy develops fine motor skills and offers endless racing fun for toddlers!LeapFrog® Get Ready for Phonics™ Spin & Learn: This interactive toy is designed to boost vocabulary and early reading skills for kids ages 18+ months. With colorful lights, sounds and fun illustrations, kids can explore word sounds and vocabulary through four engaging modes. Press the big red button to light up pictures and hear fun phrases. Flip through ten easy-turn pages featuring playful scenes and characters. It’s a fun, educational adventure that helps little ones discover the magic of words!LeapFrog® Magic Adventures® Binoculars: Explore the world up close with these real high-tech binoculars, featuring a digital camera and vibrant video screen that magnifies up to 10x with day and night vision. Embark on virtual adventures with 340+ preloaded BBC videos and images of animals, insects, plants and more. Interactive games and trivia boost learning while exploring. Perfect for curious kids, these binoculars combine fun and education, letting them capture and save pictures of their discoveries and making every outdoor adventure an exciting learning experience!

Highlights of the award wins include:

Parents Best Toys Award Winners

VTech® Sort & Discover Activity Wagon™VTech® Sandy Snacks-a-Lot™LeapFrog® Get Ready for Phonics™ Spin & LearnLeapFrog® Magic Adventures® Binoculars

Good Housekeeping Best Toy Award Winners

VTech® Sort & Discover Activity Wagon™VTech® KidiZoom® Smartwatch DX4VTech® Baby Bopping & Cruising Baby Driver™LeapFrog® 4-in-1 Learning Hamburger™

Toy of the Year® (TOTY®) Finalists

VTech® Go! Go! Smart Wheels® Checkered Flag Motorized Track Set™ (Vehicle of the Year Finalist)LeapFrog® Magic Adventures® Binoculars (Preschool Toy of the Year Finalist)

For more information about VTech and LeapFrog products, available at major retailers, visit www.vtechkids.com and www.leapfrog.com.

About VTech®
VTech is a world leader in age-appropriate and developmental stage-based electronic learning products for children. As a pioneer in the learning toy category, VTech develops high-quality, innovative educational products that enrich children’s development and make learning fun. With a rich 45-year history, VTech has not only established itself as a learning authority but also consistently remains at the forefront of innovation with multiple award-winning products, including prestigious Toy of the Year (TOTY) Award winners. The company also has a broad range of award-winning infant, toddler and preschool products available in 28 different languages worldwide, with more than 100 new products introduced every year. In order to further strengthen VTech’s position as a learning authority, new products are developed with critical insights from a dedicated team of in-house learning experts.

VTech Electronics North America, L.L.C. is based in Arlington Heights, Illinois. VTech Electronics Limited is headquartered in Hong Kong with distribution globally.

About LeapFrog®
LeapFrog Enterprises, Inc. is the leader in innovative learning toys for children that encourage a child’s curiosity and love of learning throughout their early developmental journey. For more than 25 years, LeapFrog has helped children expand their knowledge and imagination through award-winning products that combine state-of-the-art educational expertise led by the LeapFrog Learning Team, innovative technology, and engaging play – turning playtime into quality time that helps children leap ahead. LeapFrog’s proprietary learning tablets and ground-breaking developmental games, learn to read and write systems, interactive learning toys and more are designed to create personalized experiences that encourage, excite and build confidence in children. LeapFrog is a subsidiary of VTech Holdings Limited, which is based in Hong Kong.  LeapFrog was founded in 1995 by a father who revolutionized technology-based learning solutions to help his child learn how to read. Learn more at www.leapfrog.com.

Media Contact:
Lauren Fagan
Coyne Public Relations
973-588-2000
lfagan@coynepr.com

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SOURCE VTech Electronics North America, L.L.C.

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Charge Your Phone For FREE At Lovesac This Holiday Shopping Season

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New StealthTech Charge Side brings wireless charging to any Sactionals configuration

STAMFORD, Conn., Nov. 25, 2024 /PRNewswire/ — The Lovesac Company, the Designed for Life home and technology brand, today announced the launch of the StealthTech Charge Side, bringing wireless device charging to its Sactionals Sides. Utilizing the invisible wireless charging capabilities of StealthTech Sound + Charge, the latest Lovesac innovation allows customers to stay connected without leaving the comfort of their couch. Throughout this year’s truncated holiday shopping season, Lovesac invites customers to recharge, literally and figuratively, with free device charging in all 300+ locations starting today through end of year.

Featuring invisible wireless charging, embedded in a Sactionals Side, StealthTech Charge Side offers the ultimate convenience, letting you power your devices without the clutter of power cords. With the ability to add up to three charging stations in a single Side, you’ll always have plenty of power at your fingertips. Like all StealthTech product line innovations, the Charge Side is designed with upgradable technology, allowing customers to easily stay up to date with the latest advancements. Charge Side seamlessly integrates into existing and new Sactionals configurations and is designed to be compatible with future innovations that enhance the comfort and convenience Lovesac is known for.

StealthTech Charge Side is the fourth major innovation to launch from Lovesac this year, closely following the Reclining Seat, the AnyTable, and the style renowned PillowSac Accent Chair – all building out new product categories or further innovating existing platforms for the brand. Understanding a shorter holiday shopping window will have many customers spending longer hours at the mall scrambling to find the perfect gift, Lovesac is offering complimentary device charging to keep your phone fueled in all 300+ locations, just in time for Black Friday and Cyber Monday deals on fan favorite Sactionals and accessories. Perfect for nearly half of holiday shoppers who prefer to experience products in person before buying, customers can recharge themselves and their phones while they shop select Lovesac styles, which are 30% off from 11/8/2024 – 12/8/2024.

“With the new StealthTech Charge Side, our customers can stay connected without leaving the comfort of their couch,” said Lovesac CEO Shawn Nelson. “Our mission has always been to create products that are Designed for Life – products that evolve as your life does. The Charge Side product takes the innovation of Stealth Sound + Charge and makes it more accessible and customizable for the changing needs of our customers.”

All 300+ Lovesac locations will be open to consumers for free charging during business hours starting today. For more information on StealthTech Charge Side, now available for purchase starting at $575, visit www.lovesac.com. To find the closest Lovesac showroom to you to start charging, visit the Showroom Locator

About The Lovesac Company 
Based in Stamford, Connecticut, The Lovesac Company (NASDAQ: LOVE) is a technology driven company that designs, manufactures and sells unique, high-quality furniture derived through its proprietary Designed for Life approach which results in products that are built to last a lifetime and designed to evolve as customers’ lives do. The current product offering is comprised of modular couches called Sactionals, premium foam beanbag chairs called Sacs, the Sactionals StealthTech Sound + Charge System, and the most recently launched PillowSac Accent Chair, a first of its kind accent chair for the living room. As a recipient of Repreve’s 7th Annual Champions of Sustainability Award, responsible production and innovation are at the center of the brand’s design philosophy with products protected by a robust portfolio of utility patents. Products are marketed and sold primarily online directly at www.lovesac.com/, supported by direct-to-consumer touch points in the form of our own showrooms, as well as through shop-in-shops and pop-up-shops with third party retailers. LOVESAC, DESIGNED FOR LIFE, SACTIONALS, SAC, STEALTHTECH, and THE WORLD’S MOST COMFORTABLE SEAT are trademarks of The Lovesac Company and are Registered in the U.S. Patent and Trademark Office.

Contact Lovesac:
Nate Zubal, PR & Project Specialist
Nate@lovesac.com 

 

View original content to download multimedia:https://www.prnewswire.com/news-releases/charge-your-phone-for-free-at-lovesac-this-holiday-shopping-season-302315281.html

SOURCE The Lovesac Company

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