Lloyds Bank has publicly responded to a customer's suggestion for an enhancement to its mobile banking application, which is used by millions across the UK. The feedback centred on making it easier for users to monitor their spending and match receipts.
Customer Suggests App Improvement
The interaction began when a Lloyds customer contacted the bank via social media to propose new features for the banking app. The user, who relies on the app for managing a credit card, explained they were struggling to keep track of payments.
They specifically requested the addition of two extra balances on the app's summary screen: a Pending balance and a Confirmed balance. The customer argued this would help users quickly identify new transactions that had not yet been fully processed.
Bank's Initial Guidance and Customer's Dissatisfaction
In its initial reply, Lloyds pointed to existing features, advising that credit card transactions typically appear as pending within the app. The bank highlighted the distinction between the current balance and the available balance, instructing customers to "always refer to the available balance" as the most up-to-date figure.
However, the customer found this response unhelpful, clarifying that their issue was not about knowing balances but about the practical task of reconciling account activity against paper receipts and personal records. They reiterated that a total for pending transactions would significantly aid this process.
Lloyds Acknowledges Feedback for 10 Million Users
Following the clarification, Lloyds thanked the customer for elaborating on their idea for improvement. A bank representative stated, "I completely understand why having a pending total would make it easier to match receipts and track transactions. We really appreciate you sharing ideas that help improve the experience."
This exchange sheds light on how one of the UK's largest banks handles user feedback for its digital services. According to the Lloyds website, its mobile app boasts around 10 million active users and offers a wide array of services including:
- Making payments and account transfers.
- Paying in cheques remotely.
- Managing direct debits and personal details.
- Accessing and downloading statements.
- Viewing card details, reporting lost cards, and ordering replacements.
While the bank has not committed to implementing the suggested feature, the public acknowledgment demonstrates its engagement with customer-led innovation for its widely-used platform.
