Remitly: Send Money & Transfer scored 70.2 in the APS survey from Cassuarina Labs, placing it in the Strong Zone. Fans accounted for 83.6% of responses, including 76.4% who rated their experience “Love It.” Critics made up 16.4%, with 12.2% in the “Frustrated” category.
The survey results show why people return to the app. Users value a simple transfer process, quick delivery, clear tracking updates and options for sending money to family abroad. Several also praise its fees and exchange rates, although views on the total cost differ by transfer.
The friction appears when a transfer stops moving. Repondents repeated verification requests, unexpected holds and difficulty getting a clear answer or timely refund. For a remittance app, speed builds the first impression; clear expectations and effective support determine whether users trust it with the next transfer.
-
APS Score: 70.2
APS Performance Tier: STRONG ZONE
Strong satisfaction and engagement. Users show overall loyalty and recommendability.
-
Transfer holds and delays: Some users report urgent payments taking far longer than expected.
Repeated verification: Requests for documents or additional answers can interrupt transfers, including for established users.
Unclear resolution: Reviewers describe difficulty finding out when a held transfer will complete or when canceled funds will return.
Account restrictions: Some report suspensions with limited explanation or access to past transaction records.
Pricing concerns: Complaints cite exchange rates, card charges or fees that make the final cost less attractive than expected.
-
Fast delivery: Many users say recipients receive money within minutes.
Simple design: Reviewers repeatedly describe setup and sending as straightforward.
Convenience for families: Users value sending money to relatives abroad without visiting a physical outlet.
Useful transfer visibility: Tracking and status updates help some users follow their payments.
Choice and perceived value: Users appreciate multiple payment or delivery options, and many consider the cost competitive for their transfers.
Source:
BANKING & FINTECH APPS IN AUSTRALIA - USER EXPERIENCE & SATISFACTION SURVEY (2026.09)