Mobile Banking Rank Kazakhstan 2024 is the result of an in-depth research work on the digital financial services market among mobile banks in Kazakhstan. Using a proprietary and refined methodology, this extensive research evaluates more than 700 criteria across a variety of user experience parameters specifically designed for private customers.
The analysis not only assesses existing services, but also identifies key opportunities for growth and practical recommendations for financial institutions looking to expand their digital offerings. The Markswebb team offers strategic collaboration and access to its deep industry knowledge, which opens up the possibility of fine-tuning analytics to meet specific business needs.
On this page are the public results of the research. You can order the full report, audit, or consulting based on the evaluation system. Сontact us to find out more.
Contents
Banks have significantly improved the digital pathways for product openings, making them more informative and user-friendly. Over the past two years, resources have been invested to ensure that client journeys often begin in the digital environment.
For instance, when applying for debit cards, users are more frequently presented with maintenance costs and motivational program conditions. Complete tariff descriptions are now available in only two banks, and all banks display interest rates on deposits. In credit products, most banks disclose maximum loan amounts and terms, with half providing a payment calculator, aiding clients in assessing loan costs and improving application quality.
With the increase in tasks, the need for support has grown, prompting Kazakhstani banks to invest heavily in this area. New features are more prominently displayed in interfaces, boosting conversion rates. Support sections are now ubiquitous, helping users find answers and reducing the load on support centers. Contact center numbers are widely accessible, fostering trust in banks, and in-app chat services are beginning to automate support, reducing costs.
Nearly all banks now offer online access to account statements and transaction receipts. Users increasingly have tools for quick access to documents verifying their financial history and transaction records. This shift towards digital document requests has significantly enhanced the accessibility and convenience for clients.
The pre-login zone, which allows new users to explore bank products before biometric identification, remains underutilized. Key information such as card issuance costs and credit limits is often missing. To improve conversion rates, it is crucial to display all key service conditions and provide access to full tariff files before registration.
Take a look at the changes since 2022:
| Rank | Bank | Score 2024 | Change in Rank |
|---|---|---|---|
| 1 | Bank CenterCredit | 52.5 | ― |
| 2 | Halyk Bank | 52.1 | +1 |
| 3 | Jusan Bank | 51.3 | -1 |
| 4 | Freedom Bank | 51.1 | +6 |
| 5 | Bereke Bank | 50.1 | new |
| 6 | ForteBank | 48.0 | -1 |
| 7 | Kaspi Bank | 45.9 | -3 |
| 8-9 | Altyn Bank | 42.2 | +1 |
| 8-9 | Home Credit Bank | 42.2 | -2 |
| 10 | Eurasian Bank | 38.8 | -2 |
The ranking score reflects the quality of digital experience in the banks' mobile applications for private clients on a scale from 0 to 100. These banks were selected based on:
To ensure fairness, the study evaluated the versions of applications available for download to all users as of April 12, 2024.
The most significant differences are observed in tasks related to simplifying recurring operations and checking statuses of open products and new orders. Kaspi Bank is starting to lag behind competitors in terms of user experience quality. It does not prioritize the banking capabilities of the application, instead achieving its business goals through the development of its service ecosystem and retaining users within it.
So, it can be concluded that customer journeys are actively being transferred online.
From 2022 to 2024, most tasks scored below 50 points according to the Markswebb evaluation system, indicating that participants have the opportunity to attract users by significantly improving the quality of digital experience in a slowly developing market.
The research provides impressive amount of insights for financial institutions, especially those focusing on enhancing their digital banking services for private clients.
Key benefits include:
The full report provides a detailed analysis of the mobile banking niche in Kazakhstan, offering insights into market leaders and laggards. It includes:
The Mobile Banking Rank Kazakhstan 2024 employs a rigorous evaluation framework developed by Markswebb, assessing each service based on over 700 criteria across 17 user task blocks. This methodology ensures a thorough analysis of digital customer experience, from daily banking activities to complex financial operations.
UX experts conducted detailed interviews and analyzed market changes since the previous study. The evaluation included practical scenarios such as fund transfers, payments, template creation, and other daily banking activities. Each criterion was assessed on a binary basis to eliminate subjectivity, ensuring a clear and objective ranking of mobile banking services.
We help Kazakhstani banks identify growth areas, adopt global best practices, and enhance user experiences to stay competitive.
The research reveals a lot of critical insights into the digital banking landscape in Kazakhstan. Here are some of our findings:
For more detailed findings and to discuss potential collaborations, contact us today.
The Mobile Banking Rank Kazakhstan 2024 offers a comprehensive analysis of the digital banking environment, pinpointing key areas for enhancement and innovation. Utilizing the detailed insights and best practices from this research, financial institutions can significantly improve their digital services and secure a competitive advantage.
Markswebb also provides extensive audit services to elevate the quality of customer experience in mobile banking. Our methodology includes a detailed review of your service, resulting in a personalized PDF report with actionable recommendations. These recommendations cover service development strategies, backlog creation assistance, and prioritization to help you quickly reach the level of digital leaders.
Additionally, we offer consulting services with full support, guiding your bank from assessment to achievement. Post-audit, we help your product team develop a backlog and share responsibility for the results. This includes personalized recommendations, continuous support from the Markswebb team during implementation, monitoring changes, and making timely adjustments. These services enable you to identify strengths and weaknesses, prioritize effectively, and maintain focus, ensuring your company rapidly attains and sustains a leading position in digital banking.
So, don't delay - reach out to us today, and let us guide you to digital banking excellence!
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