The Mobile Banking Rank 2024 serves as a cornerstone research document, offering an in-depth analysis of mobile banking services across a diverse range of regions. This year’s research evaluates 21 mobile banking applications on Android in one of the countries in Eastern Europe, using over 738 criteria for daily banking and 324 criteria for digital office functionality. The evaluation spans critical areas such as task automation, financial product management, and onboarding efficiency. This is the 13th wave of Markswebb's research on customer experience in mobile banking, combining desk analysis and UX testing with expert interviews. The report not only benchmarks the performance of top market players but also highlights actionable insights for enhancing user experience and optimizing business value. Contact us to discuss how to order your copy.
This research provides a strategic foundation for financial institutions to refine their mobile banking solutions and achieve sustainable growth in a competitive market.
Contents
The Mobile Banking Rank 2024 evaluates how well mobile apps can replace in-branch visits through digital office capabilities. This includes assessing the ability to open new financial products, manage documents, and access essential banking services remotely. Using 324 criteria across 56 user scenarios, the research highlights how effectively mobile apps meet the complex needs of customers. The final scores for each app reflect the weighted importance of these task blocks, providing a comprehensive view of their digital readiness.
The Daily Banking system evaluates 738 criteria, focusing on everyday financial tasks such as transfers, payments, and account management. This year’s research emphasizes usability, efficiency, and alignment with modern banking standards. Apps that excelled demonstrated robust task automation, seamless transaction workflows, and user-friendly navigation, raising the bar for customer satisfaction.
The study's top-performing mobile banking apps are distinguished by their innovative approaches to digital transformation. They stand out for their comprehensive features, including advanced investment management tools, pension product services, and efficient document workflows. These apps also prioritize user empowerment by introducing features like error feedback systems, detailed analytics, and customizable dashboards.
The research identifies key trends driving the evolution of mobile banking:
While advancements have been made, the research highlights areas for growth, including greater flexibility in managing financial products and enhanced support for non-clients. Banks can leverage these insights to refine their digital strategies and align with customer expectations in an increasingly competitive market.
The Mobile Banking Rank 2024 provides actionable insights tailored to help financial institutions address specific pain points in their mobile banking services. Whether it's enhancing customer experience, optimizing operational efficiency, or staying ahead in the competitive market, this research offers targeted solutions.
We uncover actionable insights to help your app deliver upmarket UX for onboarding, document management, and more.
The Mobile Banking Rank 2024 is based on a proprietary dual-system evaluation methodology, developed by Markswebb, to comprehensively assess the performance of mobile banking apps. This methodology combines two systems: Daily Banking, which focuses on routine financial tasks, and Digital Office, which evaluates the ability of apps to replace traditional branch services.
In this section, we highlight the Digital Office evaluation. Designed to address complex user needs, the Digital Office system assesses 324 criteria across 56 scenarios, including tasks like opening financial products, managing documents, and accessing essential services. Each scenario is carefully weighted to reflect its importance to users, creating a comprehensive score that benchmarks how effectively an app can replace in-person banking.
Our proprietary methodology ensures that every evaluation is rooted in real-world usage, with insights drawn from usability tests, expert reviews, and user feedback. This allows us to identify key strengths, gaps, and actionable opportunities for improvement.
While we’ve focused here on the Digital Office ranking, we’d be delighted to share more about the Daily Banking evaluation and how it complements this approach. Contact us to learn more about how our methodology can guide your app’s development.
Over the past year, the mobile banking market has seen notable developments in Digital Office functionalities, with banks prioritizing tools that enhance accessibility and user convenience. Key trends include:
The diagrams illustrate changes in the evaluation of user task implementation across various functionalities in Digital Office and reflect shifts in scores between 2023 and 2024.
The Digital Office rankings highlight notable progress among leading banks while pinpointing areas for improvement across the sector. The visualization of the rankings clearly shows how many positions each bank has shifted compared to the previous year. Below, we analyze the strengths and weaknesses of mobile banking apps within each cluster based on their rankings and scores.
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Areas for improvement:
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Mobile Banking Rank 2024 reveals how top-performing apps simplify complex tasks, such as opening new products, managing investments, and customizing services to fit user needs. For banks that struggle with gaps like limited investment tools, inefficient onboarding, or insufficient document workflows, the report offers specific benchmarks and practical solutions.
The detailed findings in the full report provide tools to:
The report doesn’t stop at analysis — it’s a guide to action. Whether through an audit that evaluates your app’s performance against competitors or consulting that helps embed actionable solutions into your roadmap, we’re ready to help you transform your mobile banking service into a market leader.
Get in touch to explore how we can improve your app together!
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