Banking apps top US survey

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Banking apps top US survey

Citizens’ mobile banking apps have topped a customer satisfaction survey in the US. The bank’s Android and iOS (iPhone) apps generated the most positive feedback in a recent survey and scored 4.5 out of five from ratings given by 7,000 customers.

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21 August 2013

Star rating

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 satisfaction.

“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 Financial Group.

“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 their finances.”

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 percentages.

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