Everyday utility builds trust
Banco Sabadell’s mobile app in Spain falls within the Solid Zone, spanning 60–69, in the APS from Cassuarina Labs survey. This classification signals generally positive sentiment, while respondents’ comments reveal differences in how smoothly customers complete their banking tasks.
Convenience is the core strength
Satisfied respondents value intuitive navigation, accessible account information and the convenience of handling Bizum payments and transfers from their phones. Card blocking and authentication also attract positive feedback, reflecting appreciation for practical controls and perceived security. One respondent captures the benefit of remote banking: “I do almost everything from home; in the last twelve months, I have visited the bank twice,” translated from Spanish.
Friction appears at critical moments
Other respondents describe slow loading, access failures and errors when signing documents or approving payments. Missing transaction details and delayed notifications can leave customers uncertain about their money. Repeated loan and card promotions add a separate source of frustration: survey feedback describes commercial messages interrupting routine account management. Support experiences are mixed, with praise for helpful staff alongside reports of unresolved incidents and repeated referrals between channels.
The product lesson: make completion predictable
The opportunity for Banco Sabadell is to make essential journeys consistently dependable. Clear payment confirmations, accurate transaction records and support that retains the context of an unresolved problem would address the uncertainty described by respondents.
Giving customers greater control over promotional interruptions would also protect their attention. In mobile banking, satisfaction depends heavily on finishing a task and knowing exactly what happened to the money.
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APS Score: 65.0
APS Performance Tier: SOLID ZONE
Good reliability and user trust. Mostly positive sentiment.
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Access and performance failures: Respondents report slow loading, blank screens, failed logins and compatibility problems that prevent access to banking services.
Interrupted payment and signing journeys: Comments describe unsuccessful transfers, digital signature errors and Bizum permission prompts that block completion.
Incomplete financial visibility: Reported issues include inconsistent running balances, missing transaction details, delayed alerts and unavailable spending summaries or transfer receipts.
Intrusive commercial messaging: Repeated promotions for loans and cards interrupt navigation, with some respondents also reporting difficulty stopping unwanted marketing.
Fragmented problem resolution: Some respondents describe unresolved technical incidents, unhelpful virtual assistance and referrals between the app, telephone support and branches.
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Intuitive everyday navigation: Positive respondents describe the interface as straightforward, with essential information and common functions easy to locate.
Convenient payments: Bizum, transfers and mobile payments are valued for making routine transactions easier.
Perceived security and card control: Respondents appreciate authentication measures and the ability to block a card within the app.
Effective remote account management: Customers value checking balances and managing their accounts from home, reducing the need for branch visits.
Reliable service for satisfied users: Several respondents report smooth daily use or extended periods without problems, while others praise prompt, helpful telephone assistance.
Source:
BANKING & FINTECH APPS IN SPAIN - USER EXPERIENCE & SATISFACTION SURVEY (2026.09)