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Mobile banking 10 Oct 2018

BBVA Compass mobile app deemed a leader by Javelin Strategy & Research in two categories in 2018 Mobile Banking Scorecard

The BBVA Compass Mobile Banking App was named a leader in both the ease of use and the customer service categories in Javelin Strategy & Research’s 2018 Mobile Banking Scorecard, marking the fifth consecutive year the app has been recognized as a leader in mobile banking by the independent research firm.

Javelin Strategy & Research’s Mobile Banking Scorecard looks at more than 200 features of the mobile banking apps from the nation’s top 28 financial institutions to understand how they are managing customers’ changing expectations for mobile banking experiences in six key areas:  money movement, ease of use, security empowerment, financial fitness, customer service, and account opening.

In the two areas where BBVA Compass was recognized as a leader – ease of use and customer service – Javelin indicated it was looking to assess customers’ overall satisfaction with the bank’s creation of an intuitive, mobile-first experience and that it provided immediate in-app support and connection to key resources. Together, the two categories make up more than a third of the weighting of the study, with “ease of use” being the most critical component given its higher impact on overall satisfaction. Only three banks are dubbed leaders in each category.

The most recent version of the BBVA Compass Mobile Banking App allows bank customers and non-BBVA Compass consumers to apply for products and services without visiting a branch.

Genç: Having [Javelin’s] endorsement that the time and effort we spend understanding consumer expectations for their digital experience…is proof that the work we are doing in digital matters.

“We keep preaching about the advanced functionality of the bank’s mobile app, but it’s one thing for us to crow about it, and quite another to have an independent third party agree,” said BBVA Compass CEO Onur Genç. “Having their endorsement that the time and effort we spend understanding consumer expectations for their digital experience and how we can meet and exceed each of them is proof that the work we are doing in digital matters.”

In considering the apps’ ease of use, banks were evaluated on:

  • Range of login options
  • Pre-login access to balance and transactions
  • Intuitive top-level navigation
  • Robust sorting/searching of transaction data
  • In-app search function
  • Interface options/personalization

For customer service, Javelin reviewed:

  • Statement access & delivery management
  • Rewards & offers view and redemption
  • Real-time service options (chat, click-to-call, bot)
  • Profile management & updates
  • Contextual help content
  • Authentication pass-through to call center

Javelin Strategy & Research recognized BBVA Compass’ mobile app most recently in 2017 as a leader for Ease of Use. It was also named a leader in Functionality by Javelin for three consecutive years previous to that and awarded for Most Comprehensive Alerts in 2016. In addition, Javelin recognized BBVA Compass as a leader in Financial Fitness in its 2017 Online Banking Scorecard, praising the bank for providing a notable online banking experience that guides customers on a financial journey.

 Carriles: This [recognition] tells us we are succeeding and that our customers consider our mobile app to be both the bank in their pocket and their partner in financial success.

“We take a lot of pride in the honors received from Javelin over the years, particularly since so many of them are related to how easy and convenient it is for customers to use our mobile app,” said BBVA Compass Head of Mobile and Online Banking Alex Carriles. “It’s important to us that our customers see us as an essential piece of their banking experience, and that the experience they receive in every channel in which they interact is seamless. This tells us we are succeeding and that our customers consider our mobile app to be both the bank in their pocket and their partner in financial success.”


To view Javelin’s 2018 Mobile Banking Scorecard, click here.

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