Case Study: JPMorgan Chase & Co. improves mobile app performance with Touchpoint Group

Leverage customer feedback and gain greater insights into mobile app performance

JPMorgan Chase & Co., a major global bank, sought to understand the reasons behind its mobile app's lower customer ratings (3.9/5) compared to key competitors. To gain deeper insights, they partnered with Touchpoint Group and leveraged their AI customer analytics tool, Ipiphany™, to analyze over 31,000 public app store reviews.

Touchpoint Group's solution employed Ipiphany™ to perform a comprehensive analysis, including competitor benchmarking and a SURF (Security, Usability, Reliability, Functionality) assessment. This identified critical pain points, such as a severe Touch ID issue affecting Android users. Through root cause analysis, Touchpoint Group provided JPMorgan Chase & Co. with actionable data, revealing the problem was linked to newer Android OS versions and affected a large portion of the user base, enabling the bank to prioritize fixes to improve security perception and competitive positioning.

JPMorgan Chase & Co.