Forrester’s 2014 Australian Mobile Banking Functionality Benchmark: It’s All Happening Down Under!

Stephen Walker

As part of this year’s Global Mobile Banking Functionality Benchmark we reviewed the mobile banking apps of the big four in Australia: Australia and New Zealand (ANZ), Commonwealth Bank of Australia, National Australia Bank (NAB) and Westpac. The dedicated Australian report, 2014 Australian Mobile Banking Functionality Benchmark, available here, provides the detail on where these banks do well, where they could improve, and what we think you could learn. We find that leading Australian banks are: 

(1)    Rapidly improving their mobile services. Yes, this is now true of many banks around the world, but it's especially true in Australia. Following our reviews, CommBank announced updates to its app that would move the bank from 64 out of 100 to 69 out of 100, and up from 10th place globally, based on our reviews of 32 banks across 11 countries, to joint 6th. Westpac has already migrated 1.2 million customers to its new web based platform, which would move the bank from 62 to 77 out of 100, and 2nd place overall in our global reviews, up from 12th. These are dramatic positional swings in a very short period of time.  

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