Frustrations with the NHS COVID Travel Pass App
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  • Who is this report for?
    • Healthcare Administrators
    • App Developers
    • Customer Experience Specialists
    • Digital Health Consultants
    • Policy Makers
Frustrations with the NHS COVID Travel Pass App

Unlock Insights: NHS App User Experience Report

Users express frustration with the NHS COVID travel pass app, citing issues with accessing the pass, logging in and out, and navigating the new interface. They also complain about missing medical appointments and prescriptions, as well as outdated and unhelpful responses from customer service. The app is criticized for its lack of face recognition and inability to save login credentials. Some users report problems with the vaccination records not being updated. Overall, the app is considered unfit for purpose and a source of inconvenience for users.

Source: App Store Reviews of ‎NHS App

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Customer Feedback Analysis of ‎NHS App

In-depth analysis of NHS App user feedback focusing on COVID pass issues, app functionality, and customer service.

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Custom Date - Mar 15, 2025
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  • Signing in

    App doesn’t allow face recognition, also doesn’t allow to save email I’d and password, whenever you have to log in, have to type in all details which seems quite old fashioned. Hopefully you will update the app with new features and make sign in user friendly.

    Sentiment
    • None
    Content
    • Login Issues
    Nov 06, 2023
  • Disappointing

    Doesn’t have my medical appointments at all apart from one in 2022 which it reports as overdue and to contact the service. I have had at least 3 more recent appointments since then sent to me direct but don’t appear. Another critical one on Monday is not showing, each time I have reported this in the feedback and it remains as it was. Other links don’t work. No use at all in my opinion

    Sentiment
    • Negative
    Content
    • Medical Records Access
    Nov 03, 2023
  • I wish it was not terrible

    But it is. Every time I restart it I have to go through the initial login / text message 2FA dance, set up touch ID ... and it then forgets it.

    Come on, seriously: this is not rocket science.

    Sentiment
    • Negative
    Content
    • Login Issues
    Nov 02, 2023
  • Face ID

    The app is great except that I log in using Face ID and when I log out it IMMEDIATELY logs me back in again. I log out it IMMEDIATELY logs me back in! It’s my very own ‘Groundhog Day’ 😂 It needs a ‘Tap here to log in’ or similar. Otherwise, great.

    Sentiment
    • None
    Content
    • App Functionality
    Oct 29, 2023
  • Continually having to delete the app and reinstall

    I see most reviews report the same issue.
    Presumably I too will get the same automated response asking for more details.
    As others have said… just sort it out!
    If you haven’t got the skills then contract out to the private sector.

    Sentiment
    • Negative
    Content
    • App Functionality
    Oct 26, 2023
  • Flakey App

    Recently I have been having problems signing in. It keeps going back to webpage describing where to access the app. Going round in circles here.

    Sentiment
    • None
    Content
    • Login Issues
    Oct 18, 2023
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Sentiment Analysis (limited preview)
-43 Net Promoter
Score
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Languages (limited preview)
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  • This page displays purchase options and a preview of the customer feedback analysis report for ‎NHS App based on online reviews collected from App Store. The analysis helps Healthcare Administrators, App Developers, Customer Experience Specialists, Digital Health Consultants, Policy Makers to discover insights into what people love, dislike, and need.

  • This report contains qualitative analysis with Net Promoter Score, Sentiment Analysis, content classification, most popular phrases, languages and a trend graph to display how the context changes over time. After purchasing the report, you can search in customer feedback and filter results based on classification labels and popular phrases. Also, the analysis is available in PDF and PowerPoint formats, and all the reviews are available in Excel.

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