---
source: marlvel.ai
type: app_intelligence_section
content_version: "v2"
section_slug: "sentiment"
section_label: "User Sentiment"
section_anchor: "#user-sentiment"
app_name: "Amex"
bundle_id: "com.americanexpress.amexservice"
parent_report: "https://marlvel.ai/api/llm/apps/finance/com-americanexpress-amexservice"
canonical_url: "https://marlvel.ai/apps/com-americanexpress-amexservice#user-sentiment"
license: CC-BY-NC-4.0
citation: "Marlvel.ai — Amex User Sentiment (section of intelligence report)"
---

## 🟢 User Sentiment (High Confidence: 4.3M reviews) {#user-sentiment}
- **Overall Rating:** 4.88/5
- **Platform Split:** iOS 4.9/5 (4.2M ratings) | Android 4.9/5 (76.1K ratings)
- **Overall Sentiment:** Excited

### Top Praises
- **Ease of Use & Navigation** | *Evidence:* "Really easy to use and everything is labeled well. And cycling through the different cards and add-ons are a breeze."
- **Superior Customer Service** | *Evidence:* "This is one of the few banking companies that still have an actual human being behind the phone... less than 1 minute to get someone on the line."

### Top Complaints (Impact Areas)
- **Technical & Login Friction** | *Evidence:* "the app refuses to make my cell phone a trusted device which is incredibly annoying"
- **Account Management Policies** | *Evidence:* "After 31 years of having the Amex card, they decided to cancel it because we had not used it recently."

<!-- /section:sentiment -->
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