Scotiabank ranks highest for banking app satisfaction in Canada ahead of CIBC and RBC, according to JD Power.
Customer satisfaction levels with digital channels have been increasing says JD Power. And notably, mobile apps are driving increased loyalty among banking customers.
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Approximately 90% of Canadians had at least one digital interaction with their bank in the past three months.
Meantime, 70% of credit card customers interact with their provider’s digital offerings.
“Canada’s leading banks now have more than half of their customers interacting with them digitally. In fact, nearly 40% of banking customers conduct all interactions digitally without ever setting foot in a bank branch. These digital experiences will become a fundamental part of the overall brand,” says Bob Neuhaus, VP Financial Services Intelligence, JD Power.
“It is critical that banks and credit cards get the formula right, delivering the resources customers need. And also organising it in a way that it is user-friendly.”
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By GlobalDataJD Power 2019 banking app satisfaction in Canada findings:
Scotiabank ranks highest for banking app satisfaction in Canada, with a score of 834, on a 1,000 point scale. CIBC (832) ranks second and Royal Bank of Canada (826) ranks third.
TD ranks fourth ahead of Bank of Montreal with scores of 812 and 807 respectively.
In a separate survey, JD Power examines satisfaction rates for online banking. TD ranks first with a score of 821. Scotiabank and CIBC tie for second with 813. RBC rank fourth with 812 ahead of Bank of Montreal, 802.
CIBC ranks highest in overall satisfaction among Canada credit card mobile apps, with a score of 845. Tangerine (840) ranks second and American Express (833) ranks third.
Desjardins ranks highest in overall satisfaction for Canada online credit card, with a score of 831. RBC (830) ranks second and TD Canada Trust (822) ranks third.
