--- source: marlvel.ai type: app_intelligence_section content_version: "v2" section_slug: "sentiment" section_label: "User Sentiment" section_anchor: "#user-sentiment" app_name: "Kotak Bank (Old)" bundle_id: "com.kotak.kmb" parent_report: "https://marlvel.ai/api/llm/apps/finance/kotak-bank-old" canonical_url: "https://marlvel.ai/apps/kotak-bank-old#user-sentiment" license: CC-BY-NC-4.0 citation: "Marlvel.ai — Kotak Bank (Old) User Sentiment (section of intelligence report)" --- ## 🟡 User Sentiment (High Confidence: 99 of 99 reviews analyzed) {#user-sentiment} - **Overall Rating:** 4.06/5 - **Platform Split:** iOS 4.8/5 (9.1K ratings) | Android 4.1/5 (1.4M ratings) - **Overall Sentiment:** Mixed ### Top Praises - **Simplified banking interface enables quick access to passbook details and balance inquiries for daily users** - **Efficient account setup process allows new customers to onboard without significant friction or delays** - **Reliable tele-banking support provides knowledgeable assistance for complex issues that branch staff cannot resolve** ### Top Complaints (Impact Areas) - **Technical instability and login failures post-update prevent users from accessing their accounts on mobile devices** - **Poor customer service responsiveness and lack of clear guidance frustrate users seeking help with account issues** - **Inflexible banking policies regarding fixed deposits and loan deductions create financial stress for long-term customers** ### Top Requests (What Users Want) - **Improved UI responsiveness and navigation for smaller screen devices to ensure all login options are visible** - **Enhanced self-service options to reduce reliance on customer care for routine account management tasks**