Best Practice Report

2017 New Zealand Mobile Banking Benchmark

Kiwibank Edges Out Bank Of New Zealand With Good Usability

June 8th, 2017
Zhi-Ying Barry, Principal Analyst
Zhi-Ying Barry Principal Analyst
With contributors:
Frederic Giron , Diane Deng , Benjamin Ensor , Tom Champion , 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. An increasing number of New Zealanders use digital banking and want a seamless experience from their banks. 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 mobile banking services of three retail banks in New Zealand.

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