69% of Negative Notifications in Banking Applications Sourced from Direct Experience

According to the data of the Banks Association of Turkey, more than 119 million digital banking users have turned mobile applications into the main service center in the financial world. The Türkiye Banking Mobile Applications Report prepared by the artificial intelligence-supported CXM platform Artiwise revealed the distance between user expectations and the experience offered in this rapid digitalization process. 

The report's analysis of 75,220 user comments collected via Google Play Store and App Store, covering the years 2024 and 2025; It revealed that users' loyalty to mobile banking and finance applications is determined by the concepts of intuitiveness and fairness, beyond functionality.

UX Domination in Negative Feedbacks

One of the most striking data of the report is that a large portion of the negative feedback given to mobile banking applications, 69.07%, is directly related to user experience (UX). This category with an emotion score of -20.95; It covers technical glitches such as not being able to log in to the application, constant error messages and access problems after updates. The sharp increase in complaints due to technical problems as of March 2025 reveals the test of banks regarding application stability.

Digital Break in New Customer Acquisition

The new customer acquisition (onboarding) process, which is at the center of banks' growth strategies, is defined as one of the most important breaking points in the report. The fact that new customer transactions have a very low sentiment score of -55.38 shows that digital promises are stuck in operational obstacles. The main reason for the loss of trust is that users who set out with the expectation of opening an account through the application are directed to the branch at the end of the process. 

Unfair Cost Perception Threatening Market Share

Findings that are closely related to the world of payment systems show that reactions to transaction fees directly affect market share. The transaction fees category is among the areas most criticized by users, with a sentiment score of -31.02. Requesting fees, especially for transactions that are carried out entirely through digital infrastructure such as FAST, EFT and money transfer, is seen by users as an approach that cannot adapt to the times and as an unfair cost. The data shared in the report indicates that the number of users who decided to close accounts due to transaction fees has reached three times the number of users who left because they did not like the application interface.

What Determines Users' Recommendation Decision?

Satisfaction Impact Analysis included in the report by Artiwise draws a data-based development route for banks:

• Ease of use, customer satisfaction and potential to be recommended.
  
• Technical problems and updates were recorded as the strongest negative factors that shook loyalty, decreasing the satisfaction score by -6.02 and -5.55 points respectively. 
• Operational impassesare seen by users as impasses. Failure to resolve processes such as SIM blocking after a change of operator through digital channels can directly trigger customer loss.

Artiwise Founding Partner and CEO Tanel Temel evaluated the outputs of the report with the following words: "Sustainable success in mobile banking depends on combining technical competencies with an operational intelligence that accurately reads the real expectations of the customer. More than 75 thousand comments we analyzed in our report show that the main factor that makes a difference in the banking sector is an experience focused on speed, transparency and empathy that goes beyond the infrastructure."