HSBC Brand Report

Insights on Building User-Friendly Mobile Banking Experience

There is no doubt that an essential part of drawing a good brand image and performing better services for banks is developing user-friendly mobile banking applications. A mobile app is a good way to compete, increase customer satisfaction and even create a loyal customer base. HSBC is among the UK’s most recognized and oldest banks. However, do you think that HSBC is successful at understanding customer needs for mobile banking applications? What are the perceived benefits of HSBC’s mobile app? What kind of services are offered by HSBC mobile app? How user-friendly is HSBC’s mobile app?


In this example, Pivony’s AI engine eliminated irrelevant reviews and analyzed 10,733 user reviews from Google Play Store. HSBC’s Google Play Store score is 3.76 out of 5, what are the reviews behind this score of HSBC? 


Pivony analyzes various conversations from a selected platform (in this example, we focus on Google Play Reviews of HSBC users) and gives detailed information about:


  • The intent of HSBC customers’ reviews on Google Play Store
  • Top words and hot terms used by HSBC customers while writing their review
  • The overall and detailed sentiment scores about reviews and how the sentiment score has changed over-time.
  • The industry-specific sentiment performance of HSBC among its competitors.
  • The number of HSBC customers’ affected from every single conversation topic.
  • The way HSBC can improve their customer experience and user interface.


You can learn all of these in detail, simply by downloading our brand report  “Insights on Building User-Friendly Mobile Banking Experience”.

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