Development of comprehensive mobile application user feedback systems in banking

Posted: Feb 21, 2021

• Mia Taylor
• Michael Johnson
• Michael Ramirez

Abstract

The proliferation of mobile banking applications has fundamentally transformed financial service delivery. Our approach represents a fundamental departure from conventional feedback systems by implementing continuous, implicit feedback collection through behavioral telemetry and interaction analysis. The system operates on the principle that user behaviors provide more reliable indicators of satisfaction than explicit ratings, which are often influenced by recency bias and emotional extremes. By analyzing transaction completion patterns, navigation flows, and session duration metrics, the system constructs a multidimensional satisfaction profile for each user session. This enables financial institutions to identify usability issues with unprecedented precision and timeliness. This research makes three primary contributions to the field of financial technology user experience management. First, we introduce a novel feedback architecture that combines explicit and implicit feedback mechanisms through multimodal sentiment analysis. Second, we implement a federated learning framework that enables collaborative model improvement across financial institutions without compromising customer data privacy. Third, we develop proactive feedback triggering algorithms that optimize feedback collection timing based on behavioral patterns and transaction contexts.