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Some 70% of negative mobile banking apps feedback relates to customer frustrations with a policy or procedure enacted by the financial institution and insufficient communication, according to the Austin, Texas-based Malauzai.

Mobile and internet banking provider Malauzai Software’s Monkey Memo, The Design X-Factor, provides in-depth analysis of mobile banking apps customer ratings, comments and feedback as published in Google Play and Apple’s App Store. The Monkey Memo, based on Little-Data factoids pulled from collection of actual digital-channel usage data, covers 10 million monthly logins from about 650,000 active users and 450 banks and credit unions.

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Roy Urrico

Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).

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