Thursday, 12 November 2015
Banking apps aren’t killing the banks
77% of banking app users visited a bank in the past month
We love mobile at OnePoint Global. We also love our banking clients; most major UK high street banks use our mobile survey platform. Using our own tools, we love to test our platform as often as we can, we asked a few questions of people who use banking apps in the US and UK.
OnePoint Global found that 77% of people who have a banking app, visited a bank in the past month. Does this mean they don’t use their banking app? No, 97% of them used their banking app at least a few times a month, with 51% using it several times a week. It seems that banking apps haven’t alienated customers from their high street bank. Instead, they use their banking app to keep an eye on their finances, with 62% of people using the app for checking their balance more than anything else.
People were generally happy with the customer service of their bank. 72% ranked their bank 7 or more out of 10. Interestingly, the people who visit banks regularly are much happier with the customer service than the people who don’t. Net Promoter Score (NPS) was 37, which is only 7 points less than the second highest NPS of US banks in 2014.
We asked people what they liked about their banking app, and the most frequent answers were Easy and Convenient, showing the banks have found a good solution for busy people. (see word cloud above)
About OnePoint Global
Easy and Convenient are also how customers and respondents describe our surveys. OnePoint Global is the global mobile survey software platform leader. Our mobile survey technologies - including our flagship APP, SMS, Online and MobileWeb - help companies gain feedback in entirely new ways. OnePoint Global is the trusted choice of global research agencies and brands. Our mobile research capabilities have supported over 30,000 studies across 74 countries with over 32 million mobile surveys completed each year. Our surveys are fully optimised for all mobile devices, making it easy to answer them on any device. We love mobile and our best-in-class mobile survey solutions enable mobile surveys to be undertaken across Any Handset, Any Country, Any Language – Anytime, Anywhere.
Stina Smemo Strachan
Tel: +44 07740303255
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