NUBANK (BRAZIL) records an APS Average Score of 59.7, placing the app in the Moderate Zone of the App Pulse Score framework. The result reflects strong emotional connection among a majority of its users, but also a meaningful group experiencing significant friction.
Strong User Affinity
The most distinctive signal in the survey is the 67.4% FANs rate. More than two-thirds of respondents fall into the “Love It” category, indicating strong satisfaction and a high level of affinity with the NUBANK experience. User comments reinforce this perception, frequently describing the app as practical, easy to use and convenient for everyday banking, while also highlighting features such as savings, investments and the overall simplicity of managing finances digitally.
Friction Behind the Experience
At the same time, the 25.2% CRITICs rate reveals a substantial counterweight to this positive sentiment. Reviews point to recurring friction around app stability, access, Pix transactions, QR-code functionality, balance updates and changes introduced through recent updates. For users encountering these problems, the issue is not simply about interface preferences: failures in a banking app can directly affect the ability to access money or complete everyday transactions. This creates a sharp contrast between the simplicity users appreciate and the reliability they expect from a financial platform.
A Platform With Room to Convert Satisfaction Into Consistency
NUBANK's 59.7 APS places it just below the 60-point threshold of the Solid Zone, making consistency a central theme of the results. The survey shows that the app already has a strong base of users who value its convenience, digital-first experience and financial features. The opportunity highlighted by the feedback is to reduce the technical and usability friction experienced by the CRITIC segment while preserving the simplicity that generates such strong FAN sentiment. In that sense, the survey portrays NUBANK as an app where the next stage of user experience is less about adding complexity and more about making the existing experience consistently reliable.
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APS SCORE: 59.7
APS PERFORMANCE RANGE: 50 – 59 Moderate Zone
Average perception. Balanced ratio positives/negatives. Stable but not distinctive.
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App instability and access failures: Users frequently report that the app freezes, crashes, loads slowly, or fails to open, with recurring error messages and connection problems. These issues are particularly frustrating when users need to access their accounts or make urgent transactions.
Pix, QR Code and balance reliability: A significant group of users report problems with Pix transactions, QR Code reading, and delayed or incorrect balance updates. Reviews mention Pix getting stuck, QR Codes failing to read, and received or spent funds not being reflected correctly in the displayed balance.
Recent updates and usability changes: Several users feel that recent updates have made the app more confusing or less practical, particularly around managing and viewing money. Some say functions are harder to find or use than before, while others report slower performance following updates.
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Simplicity and ease of use: Users frequently describe the app as practical, intuitive, easy to navigate, and uncomplicated, highlighting how easily they can manage everyday banking and transactions.
Helpful and responsive customer service: Several users praise the quality, speed, and professionalism of the support team, particularly the chat experience and the ability to resolve issues quickly.
Trust, convenience and useful financial features: Users express strong confidence in Nubank and appreciate features such as the savings “Caixinhas,” investments, fee-free banking, and the ability to organize and manage money conveniently within the app.
APPS INCLUDED IN THIS SURVEY:
BANCO AGIBANK S.A. | BANCO BRADESCO SA | BANCO DO BRASIL SA | BANCO INTER SA | BANCO PAN | BANCO SANTANDER (BRASIL) S.A. | C6 BANK | CAIXA ECONÔMICA FEDERAL | CLOUDWALK | ITAÚ UNIBANCO S. A. | MERCADO LIBRE | NEON CONTA DIGITAL, CARTÃO DE CRÉDITO E EMPRÉSTIMO | NU | PAGBANK | PICPAY |
BANCO AGIBANK S.A. | BANCO BRADESCO SA | BANCO DO BRASIL SA | BANCO INTER SA | BANCO PAN | BANCO SANTANDER (BRASIL) S.A. | C6 BANK | CAIXA ECONÔMICA FEDERAL | CLOUDWALK | ITAÚ UNIBANCO S. A. | MERCADO LIBRE | NEON CONTA DIGITAL, CARTÃO DE CRÉDITO E EMPRÉSTIMO | NU | PAGBANK | PICPAY |
Access the full survey results database
Source:
BANKING & FINTECH APPS USER EXPERIENCE & SATISFACTION SURVEY (2026.09)