Which banks’ apps have consumers voted best for features and usability?

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Challenger banks Monzo and Starling have come top in a consumer survey of banking apps – leaving the more established brands lagging behind.

MoneySavingExpert.com, which surveyed more than 5,000 people, said Monzo and Starling sailed ahead, with 78% and 70% of users respectively saying their apps had lots of features and great usability.

Barclays was placed third, followed by Lloyds Bank, with NatWest in fifth place.
M&S Bank took the wooden spoon in the survey, with just 4% saying it had lots of features and great usability.

TSB, which suffered from high-profile IT problems in 2018, sat just above M&S Bank in the ranking with a score of 12%.

Johanna Noble, money editor at MoneySavingExpert.com, said: “It’s no surprise that two app-based banks came out top for their mobile offerings, as they rely on their apps for their customers to use.

“With more and more of us banking on our phones, it’s good to see that some of the big players are catching up, though some clearly have a way to go before theirs are as good as their rivals’ apps.

“If you want a decent app and good service, it’s worth checking out one of the newer banks, but if you want perks like cash switching offers then it’s still worth looking at the traditional ones too.”

M&S Bank told MoneySavingExpert.com: “We’re working on updates to our mobile app and look forward to sharing these with our customers very soon.”

Only banks with 100 votes or more were included.

Here are the percentages of users who said apps had lots of features and great usability, according to MoneySavingExpert.com, with last year’s percentages in brackets:

1. Monzo, 78% (75%)
2. Starling, 70% (70%)
3. Barclays, 57% (47%)
4. Lloyds, 49% (39%)
5. NatWest, 47% (48%)
6. Bank of Scotland, 43% (36%)
7. RBS, 43% (42%)
8. Nationwide , 40% (37%)
9. Halifax, 39% (33%)
10. First Direct, 28% (27%)
11. Santander, 27% (28%)
12. HSBC, 18% (12%)
13. Tesco Bank, 13% (17%)
14. Co-op Bank, 13% (11%)
15. TSB, 12% (11%)
16. M&S Bank, 4% (7%)

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