Best Practice Report

2017 Australian Mobile Banking Benchmark

CommBank Takes The Top Spot; Westpac Gives Chase

June 5th, 2017
Zhi-Ying Barry, Principal Analyst
Zhi-Ying Barry Principal Analyst
With contributors:
Peter Wannemacher , Aurelie L'Hostis , Diane Deng , Benjamin Ensor , Tom Champion , Michael Barnes , Erna Esa , Bill Nagel

Summary

Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their financial well-being. Australian banks have invested significantly in digital capabilities to improve their usability and personalization tools. To help digital banking teams understand how their services compare with their peers, identify best practices, and improve their mobile banking services, we used our Mobile Banking Benchmark methodology to evaluate the retail mobile banking services of five retail banks in Australia.

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