Best Practice Report

The Forrester Digital Experience Review™: Australian Mobile Banking Apps, Q3 2024

Westpac Is The 2024 Mobile Banking App DXR Leader In Australia

September 11th, 2024
With contributors:
Frederic Giron , Oliwia Berdak , Janis Teo , Chiara Bragato , Bill Nagel

Summary

Mobile apps have become the channel of choice for millions of banking customers. To gauge the ease and effectiveness of mobile banking experiences, we evaluated the smartphone apps of four banks in Australia. Westpac and Commonwealth Bank of Australia have the strongest mobile banking apps, but all four have work to do to enhance user engagement and generate more value for their customers. Digital and customer experience (CX) executives can use this report to understand where Australian banks’ mobile banking apps excel, where they fall short, and how to strengthen their own apps.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.