Customer satisfaction with mobile banking is on the rise in Canada even as preference for other banking channels slumps, according to the J.D. Power 2017 Canadian Retail Banking Satisfaction Study.
The study found that 43% of retail bank customers using mobile banking, which is almost double compared to three years earlier.
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Mobile devices also accounted for the most satisfying channel, with the mobile satisfaction index scoring 807 points when measured on a 1,000-point scale.
On the contrary, customer satisfaction with website, branch, assisted online, call centre and automated phone fell by one, 10, 11, 13, and 15 points respectively.
Overall retail bank satisfaction dropped to 759 points in 2017 from 763 points in the previous year.
The study also revealed overall satisfaction scores to be 83 points higher among customers, who were greeted at the branch entrance and 63 points higher among customers who were addressed by name.
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By GlobalDataJ.D. Power financial services consultant Bob Neuhaus said: “The majority of retail bank customers are what we call channel omnivores, meaning they frequent several different touch points with their banks.
“Banks need to maintain focus on the traditional foundations of the banking experience, while still working to satisfy the increasing demand for digital channel interactions.”
