EMEA Neobank Apps oCX Report
May 2025
Our latest report aims to uncover key insights and customer sentiments with our unique Observational Customer Experience (oCX) score analysis, to evaluate the mobile app experience of users across 40 EMEA Neobanks.📱
What Makes This Report Unique?
Comprehensive Analysis
The report features 40 neobank apps across the EMEA region, with over 98,000 customer reviews analyzed from April 2024 to mid-April 2025.
oCX Score
Our unique oCX score measures customer experience quality without requiring surveys, analyzing open-ended customer comments to reflect ratings on a 0-to-10 scale.
Performance Insights
Discover key trends with app usability earning 89% positive sentiment, while updates remain a pain point with 48% negative sentiment. Top performers include Starling Bank (73), M-Pesa (69) and Kuda (68)
What Are the Biggest Challenges for EMEA Neobanks?
Problematic App Updates
Updates are a clear source of dissatisfaction, with 50% negative sentiment and only 12% positive. Poorly executed rollouts, loss of key features, and increased app instability directly correlate with dips in oCX scores, as seen during the May 2024 decline.
Money Transfer Concerns
Money transfer functionality shows mixed feedback with 40% positive sentiment versus 28% negative, pointing to reliability and processing concerns that affect user confidence in core banking tasks—a critical function for neobank success.
Inconsistent Customer Service
While employee attitude garners 72% positive sentiment, a substantial 24% negative sentiment indicates unresolved issues and inconsistent support quality, particularly during periods of technical disruption when users need assistance most.
EMEA Neobanks oCX Leaderboards
| Rank | Logo | Mobile Application | oCX Score |
|---|---|---|---|
| 1 |  |
M-Pesa | 69 |
| 2 |  |
Kuda Bank | 68 |
| 3 |  |
PalmPay | 64 |
| 4 |  |
Chipper Cash | 56 |
| 5 |  |
Bank Zero | 52 |
| Rank | Logo | Mobile Application | oCX Score |
|---|---|---|---|
| 1 |  |
Starling Bank | 73 |
| 2 |  |
N Kolay | 66 |
| 3 |  |
Revolut | 63 |
| 4 |  |
Papara | 53 |
| 5 |  |
Wise | 52 |
| Rank | Logo | Mobile Application | oCX Score |
|---|---|---|---|
| 1 |  |
ila | 57 |
| 2 |  |
meem KSA | 52 |
| 3 |  |
Telda | 39 |
| 4 |  |
Nomo Bank | 36 |
| 5 |  |
Wio | 25 |
65%
Positive Reviews
17%
Negative Reviews
18%
Neutral Reviews
48
Average oCX Score
31%
Percentage of Reviews Focused on App Usability
50%
Negative Sentiment on Updates
56%
Positive Reviews
19%
Negative Reviews
25%
Neutral Reviews
66
Max oCX Score
-54
Min oCX Score
28
Median oCX Score
24
Average oCX Score
27%
Percentage of Reviews Focused on App Usability
44%
Negative Sentiment on Updates
What is oCX?
- oCX, or "Observational Customer Experience," measures customer experience quality without surveys, using AI to analyze unsolicited feedback from social media, reviews, and more.
- It predicts how customers would rate their experience on a 0 to 10 scale, providing an NPS-like score that reflects real customer sentiment.
- By turning unstructured feedback into actionable insights, oCX helps businesses understand and improve customer experiences authentically.
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