Citizens, BofA take home mobile-banking app awards
BANK OF AMERICA'S "expansive suite of cutting-edge functions" in mobile banking earned it the Javelin Strategy & Research’s 2013 Best in Class Mobile Banking Provider award. Citizens Bank also clinched an award for mobile banking, tying with USAA for the Highest Mobile Banking Smartphone Ratings award with an average customer rating of 4.5 out of 5 stars for both iPhone and Android.
PROVIDENCE – Citizens Bank’s mobile banking apps for the iPhone and Android platforms have earned Javelin Strategy & Research’s 2013 Highest Mobile Banking Smartphone Ratings award, following favorable reviews by customers in the Apple App Store and Google Play.
Citizens Bank’s average customer rating of 4.5 out of 5 stars for both iPhone and Android tied with USAA’s ratings for first place. Santander – formerly Sovereign Bank – tied with TD Bank and U.S. Bank for fifth place in the ranking, with average customer ratings of 3.8.
“We are very excited once again to receive this recognition, especially since it is based on the positive feedback of our customers,” said Brad Conner, vice chairman for consumer banking at 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 to help them bank better.”
In 2012, Javelin recognized Citizens’ mobile apps as one of the “best integrated apps” in the industry, and this year highlighted improvements made to the bank’s iPhone app that led to higher customer ratings. Citizens’ 4.5-star customer satisfaction scores for both iOS and Android platforms echo a recent report by Xtreme Labs that ranked Citizens Bank No. 1 for mobile-banking customer satisfaction.
The Highest Mobile Banking Smartphone Ratings award was only one of seven awards listed in Javelin Strategy & Research’s 2013 Top Financial Institutions for Mobile Banking report. Bank of America received the highest number of awards, including the top honor of Best in Class Mobile Banking Provider.
“Bank of America earned Javelin’s Best in Class Mobile Banking Provider award by offering an expansive suite of cutting-edge functions across a range of devices, platforms and channels,” the report said, citing popular Bank of America app features including deals and rewards programs, mobile check deposit and image-recognition authentication.
In addition to the Best in Class award, Bank of America also clinched the Best in Mobile Banking Accessibility award and tied with Chase for the Most Complete Alerting Platform award. Bank of America did not place in the top five Highest Mobile Banking Smartphone Ratings, but placed third in the Highest Mobile Banking Tablet Ratings with an average customer rating of 3.4 out of 5 stars.
Javelin Strategy & Research, based in Pleasanton, Calif., publishes its Mobile Banking Financial Institution Scorecard annually to benchmark the mobile-banking offerings of the 25 largest U.S. banks and credit unions by deposit.
In addition to its ranking of mobile apps across the industry, Javelin’s report noted “exuberant growth” in mobile banking. Forty-five percent of bank accessed mobile banking services in the 90 days before the report’s release, compared with 26 percent during the same period in 2012, Javelin said.