Who Leads In Mobile Banking: Forrester Ranks 15 Banks Around The World

Mobile banking success is a moving target: Customers needs and expectations are changing rapidly, and eBusiness teams at banks are sprinting to get ahead of their customers’ expectations. To achieve this, firms are rolling out new features, optimizing existing services, and enhancing mobile experiences.  

To understand which firms are leading in mobile banking — and to better gauge the mobile banking landscape overall — we used our Mobile Banking Functionality Benchmark to evaluate and rank the mobile banking efforts of 15 of the largest banks in North America, Western Europe, and Australia.

Our findings across all the banks we evaluated can be found in our 2013 Global Mobile Banking Functionality Rankings. We've also published two additional reports looking at the banks we reviewed in the UK and the US: 2013 UK Mobile Banking Functionality Rankings and 2013 US Mobile Banking Functionality Rankings

Highlights of this research include these findings:

  • Chase takes the top spot overall. Chase received the highest overall score among the banks we evaluated, netting a score of 71 out of 100. The bank offers mobile banking services across a range of touchpoints ranging from smartphone apps, strong mobile websites, and two-way SMS. In addition, Chase also has strong mobile money movement features such as bill pay – including the ability to add a payee – and mobile transfer capabilities.
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IT Service Management Benchmarks – For You By You

In a previous blog post, SysAid – a provider of IT management solutions – was kind enough to share some metrics/performance snapshots collected from its customers. As a quick recap, SysAid captures service desk benchmarking information through its customers’ use of its software (on an opt-in basis of course) for the benefit of all.

At some point we should sit down and compare the SysAid stats to those provided by HDI – a great independent source of service desk benchmarks – that’s a challenge to you Roy Atkinson … BTW, I hope the HDI 2013 event is going well in Las Vegas this week (the Twitter hash tag is #hdiconf13 for people, like me, who aren’t there). Anyway, back to those SysAid stats …

A selection of community-based service desk stats …

There are two points to note here: not all SysAid customers participate (according to its website, SysAid now has over 100,000 customer organizations); and I have cherry-picked a handful of the available stats from March 2013. There is also one caveat from me – there is no differentiation of organization size in these stats, we need to drill down further to account for any small or very large organization bias.

Percentage of incident tickets originating from the End User Portal, Average 60.31%

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