BBVA Italia | Banca Online earned a 71.8 App Pulse Score (APS) from Cassuarina Labs, placing it in the Strong Zone. In the survey, 82.6% of respondents were classified as Fans and 17.4% as Critics. The distribution was 76.0% “Love It,” 6.6% “Like It,” 5.2% “Disappointed,” 3.8% “Very Disappointed,” and 8.4% “Frustrated.”
Survey respondents valued an app they could use quickly for everyday banking. They described simple navigation, fast transfers and convenient account management. Many also praised the wider BBVA offer, especially low fees and interest paid on balances. Those benefits help explain why some respondents said they had made BBVA their main bank.
The friction becomes more consequential when an essential task fails. Respondents reported being unable to sign in, complete identity checks or change transfer limits; others described transfers that stalled or required another attempt. Some said support resolved issues promptly, while others struggled to get a fix. The product lesson is clear: for a digital bank, access and task completion carry more weight than a polished home screen. The next gain in satisfaction may come from making those moments dependable.
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APS Score: 71.8
APS Performance Tier: STRONG ZONE
Strong satisfaction and engagement. Users show overall loyalty and recommendability.
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Access failures: Some respondents said the app would not open or let them sign in, including after reinstalling it.
Blocked verification: Document uploads, biometric signatures and account checks failed for some users.
Transfer friction: Respondents described failed transfers, unresponsive confirmation buttons and difficulty changing transfer limits.
Cluttered navigation: Promotions and crowded screens made important information and functions harder to find.
Uneven support: Several respondents reported repeated requests for the same information or slow resolution when a task was blocked.
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Ease of use: Many described the app as intuitive, clear and practical for routine banking.
Fast everyday tasks: Respondents praised quick transfers and convenient account management.
Low costs: Free or low-cost banking services were a recurring reason for satisfaction.
Interest on balances: Respondents valued receiving interest on money held in their accounts, though some noted that rates later fell.
Helpful support experiences: Several respondents described prompt answers or effective help with app and card issues.
Source:
BANKING & FINTECH APPS IN ITALY - USER EXPERIENCE & SATISFACTION SURVEY (2026.09)