Citizens Bank’s iOS app was recognised for having both the highest
star rating and the highest percentage of positive customer comments in
the industry (93%). Its Android app received the highest percentage of
positive feedback (97%) and the second-highest star rating after USAA’s
bank’s score of 4.6.
On average the apps offered by the other 52 US banks scored 3.5.
The latest Citizens results, from the Xtreme Labs survey, echo
findings from December last year when a Javelin Strategy and Research
survey ranked Citizens number one for mobile banking customer
“We designed our mobile apps to be simple and easy for our customers
to use, and it is very gratifying to see the value of our Mobile Banking
offering validated twice by industry experts in less than a year,” said
Brad Conner, Vice Chairman for Consumer Banking for RBS Citizens
“As we continue to invest in new functionality for Mobile Banking, we
are maintaining our focus on ease of use and on providing customers
with the on-the-go features that can help them more effectively manage
The U.S. Banking Apps Report: Customer Reviews by Xtreme Labs was
conducted between May and June 2013. The report combined customer
ratings in both the Apple App Store and Google Play Store with
complaints and consumer comments.
Citizens was the only bank to be ranked in the top three for both iOS
and Android apps, in both overall rating and positive customer comment