Turkey’s Garanti Bank takes the top spot in Forrester’s 2014 European mobile banking functionality review, closely followed by Spain’s La Caixa and Poland’s mBank. Using Forrester’s Mobile Banking Functionality Benchmark methodology, the new research evaluates the mobile offerings of 11 leading retail banks across Europe — BNP Paribas and Société Générale in France, Deutsche Postbank in Germany, Intesa Sanpaolo and UniCredit in Italy, ING Bank in the Netherlands, Bank Millennium and mBank in Poland, BBVA and la Caixa in Spain, and Garanti Bank in Turkey — across more than 35 criteria. Overall, every bank in the review does the basics well but should improve service features, money management, and marketing.
“Having delivered the basics, digital banking teams at European banks should now work to improve mobile self-service features, offer money management tools, cross-sell additional products and services through mobile devices, and use the context of each customer’s situation to increase the relevance of information, offers, and alerts,” according to Forrester Vice President and Research Director Benjamin Ensor in the report.
In a complementary mobile services review of the seven largest retail banks in the UK, written by Forrester Analyst Stephen Walker, Barclays leads, closely followed by Santander and Lloyds Bank. Overall, UK banks score well across balance checking, transaction history search, and basic money movement, but they need to improve with better search capabilities, future-dated payments, and the ability to add a payee in-app. The banks in the UK review included: Barclays, The Co-operative Bank, HSBC, Lloyds Bank, Nationwide, NatWest, and Santander.