J.D. Power: Citizens ranks last in mobile app satisfaction

CITIZENS BANK'S mobile banking app was ranked No. 10 of 10 companies in a J.D. Power ranking study. /COURTESY J.D. POWER AND ASSOCIATES
CITIZENS BANK'S mobile banking app was ranked No. 10 of 10 companies in a J.D. Power ranking study. /COURTESY J.D. POWER AND ASSOCIATES

PROVIDENCE  – Citizens Bank ranked last, 10 out of 10, in a J.D. Power and Associates United States banking app satisfaction study released on Tuesday.

Citizens Bank scored 838 out of 1,000. The industry average was 855.

Citizens Bank disagrees with the ranking. A representative from the bank, Lauren DiGeronimo said, “Citizens Bank’s mobile app consistently receives high marks from our customers, and the bank has been named a Mobile Banking Leader in the App Rating category three times by Javelin Strategy & Research. Our app also ranks highly on Google Play and Apple’s app store.”

She also highlighted Citizens’ commitment to continually improving the mobile banking app going forward. “We continue to invest in our mobile capabilities to bring our customers cutting-edge technology together with safety and security. For example, we just announced a partnership to introduce a mobile peer-to-peer payment app available later this year, and we also announced a mobile and online cash management and payment platform for commercial customers available in 2018.”

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The JD Power study surveyed 5,564 retail bank and credit card customers nationwide and scored each app on a 1,000-point scale.

JD Power said that ease of use and navigation was the most heavily weighted driver of satisfaction among mobile banking and credit card app users, primarily the log-in process, access to account information and overall ease of managing an account.

Capital One ranked the highest for banking apps in the study with a score of 870, Discover ranked highest for credit card app satisfaction with a score of 895.

USAA, while not eligible for the survey because of eligibility and membership requirements, scored higher than any banking app, scoring a 910 out of 1,000.

The study also said that only 31 percent of retail bank customers and 17 percent of credit card customers are currently utilizing mobile apps, while noting that younger respondents utilized mobile payment more frequently than older respondents.

The 10 banks and 10 credit card apps in the survey were based on companies with the largest market share of the respective categories.

Chris Bergenheim is the PBN web editor.

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