The mobile trend in Austrian retail banking

Customer experiences shape success in competition.

In mobile banking, customer experience happens in five dimensions: onboarding, in general customer interaction, in daily banking, in and the use of other banking services, as well as in the services beyond banking. 

For our study we have selected test users to evaluate 120 features of the central European retail banking apps . Not surprisingly, challenger banks such as N26 and Revolut were able to position themselves best. But also established European financial service providers and banking groups have the potential to become major players with own mobile banking products.

Because the recipe for success of the best providers is simple: they combine user-friendly design with a basic implementation of standard products of retail banking and usually complement them with selective, innovative solutions for the users. This publication reveals which paths banks should follow to achieve the same.

(Available in German only)