In the annual benchmark study of mobile banking apps by consultancy firm SIA Partners, the Rabobank app is once again the highest-scoring Dutch banking app.

 

Rabobank's app ranks eighth in the study, which assessed 137 banking apps in 23 countries. According to SIA, the Rabo app offers a solid foundation of standard banking functionalities and a well-organized user experience. Moreover, Rabobank's cooperative approach plays a role in developing customer-focused processes and digitalization. In its own presentations, the bank itself sets the goal of having the Rabo app among the Global Top 10 Mobile Banking Apps.

SIA rates apps in terms of functionality (half of the score), user experience (about 40%) and app store reviews (10%).

SIA advises banks to move from basic banking functionality (accounts, cards, transactions) to end-to-end journeys. There's also considerable room to integrate functionality for investments, insurance, credit, and "beyond banking" services. SIA also notes that there's still considerable room for improvement in accessibility and inclusion. Features like voice control, screen reader functionality, clear language, and visual contrast ensure users aren't excluded, according to the SIA report.

The app is becoming increasingly important for customer interactions; SIA also states that customer contact teams can (co-)direct the app's development in close coordination with the overall customer contact architecture. This allows them to ensure that the mobile banking experience is not only technically sound but also customer-focused, personalized, and future-proof. (SIA)

Customer Experience