Best Practice Report

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

IDFC First Bank Is The 2024 Mobile Banking App DXR Leader In India

September 18th, 2024
Pushpa Marwal, Analyst
Pushpa Marwal Analyst
With contributors:
Ashutosh Sharma , Oliwia Berdak , Zhi-Ying Barry , Arjun Kalra , 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 six banks in India. IDFC First Bank and ICICI Bank have the strongest mobile banking apps, but all six have work to do to engage with and create value for customers. Digital and customer experience (CX) executives can use this report to understand where Indian banks’ mobile banking apps excel, where they fall short, and how to strengthen their own apps.

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