J.D. Power has published results of four studies of bank and credit card online and mobile app users and when it comes to overall satisfaction, Scotiabank’s mobile apps ranked the highest.
The studies reveal mobile apps are a factor in driving increased loyalty among banking customers, with customer satisfaction in digital channels increasing; however.
Scotiabank took the highest score in overall satisfaction among Canada banking mobile apps at 834, followed closely by CIBC (832) and RBC (826).
“We’re incredibly excited to be recognized by J.D. Power once again for delivering services that our customers truly value. Winning both the 2019 Canada Retail Banking Advice and Banking Mobile App studies tells us that we’re making the right investments and enhancements to deliver an industry-leading experience for our customers across all our channels,” said John Doig, Executive Vice President, Retail Distribution for Scotiabank, in a statement.
For online banking overall satisfaction, TD Canada Trust was first with a score of 821, while CIBC and Scotiabank tied for second at 813.
For Canada credit card mobile apps, CIBC was ranked the first with a score of 845, followed by Tangerine (840) and American Express (833).
When it came to overall satisfaction for Canada online credit card, Desjardins was first with a score of 831, followed by RBC Royal Bank (830) and TD Canada Trust (822).
Bob Neuhaus, Vice President of Financial Services Intelligence at J.D. Power, said in an issued statement to iPhone in Canada, “nearly 40% of banking customers conduct all of their interactions digitally without ever setting foot in a bank branch. As more banking and credit card customers interact more frequently with their providers’ digital channels, these digital experiences will become a fundamental part of the overall brand.”
A bank’s mobile app is deemed important for 77% of bank mobile app users, in stopping them from switching to a different bank.