Customer Reviews (500)

BraidedPonyTail • 2025-03-24T22:26:49-07:00

Great service.

mulls 2 • 2025-03-24T13:06:03-07:00

Don’t like app - might be an old guy that don’t like change - bring back old style

LANAKANATHA Meegahapola • 2025-03-24T12:14:28-07:00

Thanks for American Express

Summary of Key Insights

The Amex app enjoys generally positive sentiment, particularly regarding its ease of use and customer service accessibility. However, a significant minority of users express frustration with technical issues, feature limitations compared to the website, and perceived inconsistencies in customer service experiences. There is a notable divide between users who find the app intuitive and those who struggle with navigation and specific functionalities. The most pressing concerns revolve around app stability (crashing, Face ID issues), login frustrations (frequent 2FA requests), and feature parity with the desktop website.

  • Key Strengths: User-friendliness for many, excellent customer service (when perceived as positive), convenient features like spending tracking and rewards viewing.
  • Key Weaknesses: App stability (crashing, Face ID issues, OTP issues), feature disparity with the website, inconsistent customer service experiences, and issues with rewards/offers.
  • Overall Sentiment: Positive, but with significant pockets of negative sentiment stemming from technical glitches and customer service inconsistencies.
  • Overall Rating: Based on the score distribution, the average rating is approximately 4.2 stars.
  • Score Distribution:
    • 5-star: 63%
    • 4-star: 2.6%
    • 3-star: 5%
    • 2-star: 4.4%
    • 1-star: 25%

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Reviews appear to be from the last few months up to the current date (based on review dates like "2/12/25").
  • Analysis Methods: Manual review of each review to identify recurring themes, sentiment classification (positive, negative, neutral), keyword extraction (e.g., "Face ID," "crashing," "customer service"), and frequency counting of issues and feature requests.

Key User Pain Points

  • App Stability and Technical Issues:
    • Crashing: Several users report the app crashing frequently or failing to launch.
    • Face ID Issues: Many users experience inconsistent Face ID functionality, requiring frequent password entry.
    • Two-Factor Authentication (2FA) Problems: The app repeatedly asks for verification codes even after the device is marked as trusted.
    • iOS Compatibility Issues: Some users report issues with specific iOS versions.
  • Feature Disparity with Website:
    • Missing Functionality: Users note that the app lacks features available on the website, such as freezing the card, viewing pending charges, managing multiple accounts seamlessly, and gift card management.
  • Customer Service Inconsistencies:
    • Rude or Unhelpful Representatives: Some users report negative experiences with customer service, citing rudeness, language barriers, and unresolved issues.
    • Long Wait Times: Some users report long wait times to speak with a representative.
    • Chat Feature Issues: Timeout issues in the chat feature cause frustration.
  • Payment and Balance Issues:
    • Delayed Payment Posting: Payments don't reflect immediately, causing confusion.
    • Difficulty Finding Statements: Users struggle to find current statements.
  • Rewards and Offers Issues:
    • Welcome Bonus Problems: Users report not receiving promised welcome bonuses.
    • Difficulty Tracking Spending: Some users find it difficult to track spending related to rewards programs.
    • Issues with Gift Card Redemption through App
  • Login Issues:
    • Problems managing multiple accounts.

Frequently Requested Features

  • Widget for Balance: A widget to quickly view the account balance on the home screen.
  • Improved Multi-Account Management: Easier switching between multiple accounts.
  • Feature Parity with Website: Implementing all website features in the app.
  • Running Balance: Display a running balance with deducted payments.
  • Nickname/Description for Cards: Allowing users to assign custom names to their cards for easier identification.
  • Option to Choose Payment Date
  • Year to Date Spending Summary in App
  • Apple Pay Integration for Send & Split

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to navigate and user-friendly.
  • Convenient Features: Users appreciate features like spending tracking, rewards viewing, and instant notifications.
  • Security Features: Features like the ability to freeze the card and fraud alerts are well-received.
  • Customer Service Accessibility: The 24/7 chat feature is valued by many users.
  • Consistent Updates/Notifications: Users appreciate accurate updates and notifications.
  • Aesthetically Pleasing Design: Some users praise the app's design and Apple-like interface.

Prioritized Action Recommendations

High Priority:

  • Address App Stability Issues: Investigate and fix the reported crashing, Face ID, and 2FA problems. Prioritize fixing issues affecting the largest number of users.
  • Improve Customer Service Consistency: Implement training programs to improve customer service quality and address language barrier concerns. Monitor chat interactions and address timeout issues.
  • Implement Feature Parity with Website: Prioritize adding missing features from the website to the app, focusing on card freezing, pending charge visibility, and multi-account management.
  • Resolve Payment Posting Delays: Investigate and reduce the delay in payment posting.

Medium Priority:

  • Develop Balance Widget: Create a widget to allow users to quickly view their account balance on the home screen.
  • Implement Card Nicknaming: Allow users to assign custom names to their cards.
  • Improve Rewards Tracking: Make it easier for users to track spending related to rewards programs and ensure accurate welcome bonus delivery.
  • Improve Navigation and Findability: Address complaints about difficulty finding statements and the logout button.
  • Allow Users to Select Payment Date

Low Priority:

  • Apple Pay Integration for Send & Split: While desirable, this feature is less critical than addressing stability and core functionality issues.
  • Improve Notification Customization: Allow users to customize notification preferences.
  • Language Diversity: Expand language support for a broader audience.

Opportunities for Startup Ideas

  • Personalized Financial Wellness Platform: A startup could create a platform that integrates with various financial accounts, including Amex, to provide personalized financial advice and insights. This could address the user pain point of needing a "wholistic view" of their finances.
  • Enhanced Credit Card Management Tool: A startup could develop a third-party app that offers enhanced features for managing credit cards, such as advanced spending tracking, automated rewards optimization, and proactive fraud detection. This could address the limitations of existing credit card apps.
  • AI-Powered Customer Service Assistant: A startup could develop an AI-powered customer service assistant that can provide instant support and resolve common issues for credit card users. This could help address the inconsistencies and frustrations associated with traditional customer service channels.

Trends and Observations

  • Language Preferences: There's a presence of Spanish-speaking users, indicating a need for better language support.
  • Shift in Sentiment: Some long-term users report a decline in customer service quality and app functionality, suggesting a potential downward trend in satisfaction.
  • Mobile-First Expectations: Users increasingly expect the app to offer the same functionality and convenience as the website, highlighting the importance of a robust mobile experience.
  • Impact of iOS Updates: Some users report app issues following iOS updates, indicating a need for more proactive testing and compatibility updates.

Conclusion

The Amex app generally provides a positive user experience, particularly regarding its ease of use and customer service accessibility. However, addressing the identified pain points, especially those related to app stability, feature parity, and customer service consistency, is crucial for maintaining user satisfaction and preventing customer churn. By prioritizing the recommended actions, Amex can strengthen its app and enhance its overall brand reputation. The focus should be on solidifying the app's core functionalities and ensuring a seamless and reliable user experience.

Original App Link

https://apps.apple.com/us/app/amex/id362348516?uo=2