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Digital banking 10 Jul 2019

Mobile is now by far the preferred option for BBVA's digital customers

The growth in usage in mobile banking across BBVA is continuing at pace, as new statistics from BBVA today show.

For the bank’s increasing number of digital customers, mobile far outstrips traditional computer-based access to online products and services – and is still rising fast.

As of the end of May, across the Group, more than 65% of BBVA’s digital customers now only use mobile as their online access portal to the bank. A further 23.5% use a split mix of mobile and web, leaving web only – meaning from desktop or laptop computers – at just 10.88%.

The figures are even more pronounced in some of BBVA’s countries. BBVA Mexico, for example, has in excess of 84% of its digital customers now only using mobile as their digital communication channel with the bank.

Garanti BBVA in Turkey too has a higher percentage, at 72.2%, while in Spain the mobile-only tipping point for digital customers – in other words customers in Spain that use digital means to engage with the bank, and actually only use mobile to do that – has been reached at more than 52%.

That tipping point builds on the group-wide digital 50% tipping point – of customers now engaging with the bank through digital means – which BBVA passed in November  2018. BBVA has also said it anticipates crossing the mobile tipping point – where more than 50% of its overall customer base now use mobile to engage with the bank – later this year.

As of the end of May, across the Group, more than 65% of BBVA’s digital customers now only use mobile as their online access portal to the bank.

Part of the reason for the growth in mobile usage has undoubtedly been BBVA’s continued focus on delivering the best experience on mobile devices.

This was again rewarded at the end of May, when independent research firm Forrester Research named BBVA’s mobile banking app as the best in Europe for the third year in a row. That accolade comes on the back of it also being named world’s best for the past two years, while BBVA’s Turkish bank, BBVA Garanti, has also picked up the second spot.

But it is also symptomatic of the ways in which digital channels enable customers and clients to do what they want in banking, when they want and where they want.

To take another example, one of the metrics BBVA has tracked since it accelerated its digital transformation programme was what the bank calls is DIY rate – the percentage of its services that customers can now contract online without going into a branch. That figure now stands in excess of 95% across the group.

“For BBVA it is always about being the partner of choice for those that bank and entrust their data with us”

Commenting, David Puente, Global Head of Client Solutions, said: “The statistics show the value our clients are getting from the focus we continue to put in developing world class, user-centric, beautifully designed, mobile products and services.

“For BBVA it is always about being the partner of choice for those that bank and entrust their data with us – and doing this in a way that is balanced between self-service access where it is wanted, personally assisted whenever required or face to face access if  that is the preference.

This will always be our focus, because it is about serving and exceeding the needs of our clients in all the countries where we have the privilege to operate.”

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