Lloyds Bank received the highest overall score in Forrester’s UK mobile banking functionality review for 2016 — achieving a score of 77 out of 100 in the evaluation across more than 40 criteria and five of the country’s largest retail banks. In the lead position for the second year in a row, Lloyds Bank stands out from the other UK banks for the wide range of touchpoints and service features it offers, including a fully optimized mobile website with product comparison tools and security alerts. The other banks in the review include Barclays, HSBC, Nationwide Building Society, NatWest, and Santander.
The UK banks continue to do well in the areas that matter most to customers — the basics of mobile banking: login, balance checking, basic money movement, balance alerts, and person-to-person (P2P) payments. However, most UK banks continue to lag behind their European and North American counterparts and lack more advanced features, such as app-wide search and security alerts. They also offer few tools to help customers manage their money better.
For the benchmark, Forrester used data from its Consumer Technographics® European Financial Services Survey, H1 2016, to develop a customer persona based on the profile of a typical retail mobile banking user. This data also reveals the top five reasons why some UK consumers still do not use mobile banking, including safety/security (35%) and a lack of trust (33%).
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