J.D. Power has released their inaugural 2017 Canadian Banking App Satisfaction Study, and RBC has topped other big banks with the highest overall score.
According to J.D. Power, 43% of Canadian retail bank customers now use mobile banking. RBC gained an overall satisfaction score of 840, while Scotiabank took the runner up spot with a score of 835.
This new study takes into consideration five key factors for banking apps, from appearance to availability of key information. The study is based on a survey from over 1600 retail bank customers in Canada, taken from April to May 2017.
Neil McLaughlin, Group Head, Personal and Commercial Banking at RBC, said in a statement, “Whether assisting clients in branches and contact centres, developing the best digital experiences or supporting colleagues on a daily basis, receiving the highest ranking on customer satisfaction for the second year in a row and the highest ranking on mobile app satisfaction is a direct result of the dedication of each and every RBC employee.”
RBC also revealed it has seen an increase of 20 per cent when it comes to active mobile users, in 2017 alone, a “clear indication that more Canadians are using the RBC Mobile app whenever and wherever they want.”
RBC also received the award for ‘Highest in Customer Satisfaction Among the Big Five Retail Banks’ for the second year in a row in the Canadian Retail Banking Satisfaction Study, with a score of 760, followed by TD Canada with a score of 759.
Last month, in another mobile app study, Forrester Research crowned CIBC’s mobile app as the best out of Big Five banks.
What’s your favourite mobile banking app?