BBVA recognized once again by Javelin Strategy & Research for mobile and online banking in the U.S.
BBVA has been twice honored by Javelin Strategy & Research, with the independent research firm naming the bank’s mobile banking app and online banking service as a leader in its 2019 Mobile and Online Banking Scorecards.
In Mobile Banking, the app was named a leader in both the Customer Service and Ease of Use categories. For the online banking scorecard, BBVA earned an award as a ‘Leader’ in the Financial Fitness category. For the U.S. unit’s mobile banking app, this year’s result marks the sixth year in a row the app has been honored, while its online banking service was previously honored – again as a leader in Financial Fitness – in Javelin’s 2017 scorecard. BBVA USA Head of Business Development Jose Luis Elechiguerra says the honors are timely in light of the bank’s recent unified brand launch and the values it reflects, especially the bank’s commitment to provide its customers the best user experience and solutions to help them make the best decisions for their unique financial situation.
We want to make the customer’s interactions increasingly intuitive.
“These honors continue to demonstrate that we are focusing our efforts in the right places,” Elechiguerra said. “For mobile banking, we want to make the customer’s interactions increasingly intuitive, so they can make full use of the app’s jam-packed functionality, as well as resolve any issue they may have. We strive to create the same experience as online banking, but know that people may rely more heavily on mobile as they order their financial lives and, with our financial tool set in both online and mobile, they can do just that.”
For each of its scorecards, Javelin evaluates 25 top U.S. financial institutions across 200 features and ranks them from highest to lowest in multiple categories weighted according to customer feedback on what is most important to them.
2019 Mobile Banking Scorecard
In the two areas where BBVA was recognized as a leader in mobile banking – ease of use and customer service – Javelin assessed the app’s ability to help users locate information and functionality with search, sort, and filter and simplify and consolidate account views, as well as its ability to prevent unnecessary call center use through improved mobile profile management and self-service options. Together, the two categories make up more than a third of the study’s weighting, with “ease of use” being the more critical component given its higher impact on overall satisfaction.
2019 Online Banking Scorecard
For Financial Fitness, the area where BBVA was recognized, the research firm reviews whether the financial institution empowers customers with actionable personal insight, which has a 16 percent weighting in the overall study. Specifically, it looks for insights and tools that reinforce healthy financial habits and provide a comprehensive financial picture.
In 2018, Javelin Strategy & Research recognized BBVA’s mobile app as a leader for both ease of use and customer service, while in 2017, it garnered a leader ranking for ease of use. It was also named a leader in Functionality by Javelin for three consecutive previous years and awarded for most comprehensive alerts in 2016. In addition, Javelin recognized BBVA 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.
“That Javelin continues to recognize the all-out effort we put into our mobile and online banking is a major source of pride for our team,” said BBVA USA Head of Retail Customer Solutions Development Manolo Moure. “Putting the customer first in order to deliver solutions that make a real difference in their lives is what we focus on day in and day out. It’s what propels us forward, and this recognition tells us that it’s working.”
For more on BBVA USA, visit www.bbvausa.com.
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