KBC Group: KBC Mobile named best mobile banking app worldwide by independent international research agency, Sia Partners.
23 Settembre 2021 - 07:00AM
KBC Group: KBC Mobile named best mobile banking app worldwide by
independent international research agency, Sia Partners.
Press release
Brussels, 23 September 2021 – 7.00 a.m. CEST
KBC Mobile named best mobile banking app
worldwide by independent international research agency, Sia
Partners.
KBC Mobile tops world ranking exactly 10 years
after being launched.
In a comparative
study1, independent international research agency,
Sia Partners, has crowned KBC Mobile best mobile banking app in the
world.
KBC has always been among the front
runners in the annual Sia survey in previous years, but ended up
taking the top spot this year. This recognition is all the more
important for KBC, because Sia has systematically expanded the
scope of its survey in recent years. In the current survey, Sia
examined no fewer than 135 banks from 17 different countries around
the world, enabling the study to provide an excellent picture of
the current mobile banking market and the trends that are
emerging.
Sia highlights various factors in its
analysis of KBC Mobile, including the remarkably large number of
additional third-party services, the simulation tools, full online
capabilities for many types of transactions, the excellent and
hassle-free user experience, connectivity (e.g., wearables, itsme,
cash withdrawals at ATMs, etc.), the possibilities to interact with
KBC's other physical and digital distribution channels and the
central role of Kate - KBC's digital personal
assistant.
Sia's conclusion is clear:
‘KBC Mobile is a perfect and efficient banking app
for everyday needs and one of the most innovative with some
interesting extras. The app surprises customers with the wide range
of functionalities and the virtual assistance by
Kate.'
Incidentally, the Sia report is not the
only one that considers KBC to be the reference in the field of
digitalisation. In a recent report, for instance, Deloitte put Kate
at the top of an analysis2 of digital assistants,
and last week TechPulse magazine named Kate 'Best Customer Case
2021'.
Johan Thijs, KBC Group CEO,
regards this top ranking as a fitting acknowledgement of all the
hard work put in over the past few years: 'KBC Mobile's top
worldwide position in the Sia rankings is clear recognition of 10
years of innovation, development and – in particular – carefully
listening to our customers. For me, this recognition applies not
just to Belgium, but also to the mobile apps we offer our customers
in all our core markets. Our Pearl+ business culture ensures we
continuously inspire each other in all KBC group countries to
launch, realise and adopt new ideas that are a 'perfect fit' with
local customer expectations. The Digital First approach we launched
a year ago as the core of our strategy is clearly paying off in
this regard and demonstrates the innovative strength we can harness
as a group.'
Transparent, sound and clear methodology
used by Sia
New and alternative market players are
increasingly claiming their place among traditional financial
service providers, while competition – strengthened by innovative
and disruptive trends such as cryptocurrencies, artificial
intelligence, data analysis and sustainability requirements – is
becoming fiercer and fiercer. On the basis of these observations,
Sia Partners examined the extent to which financial institutions
can use mobile banking to respond to these challenges.
The final score that Sia Partners gives to a
mobile banking app is the sum of the sub-scores for functionalities
offered in the app, user experience and app store ratings. The
survey measured a total of more than 85 different criteria in 13
categories.
Sia Partners concluded that European banks lead
the way in digitalisation through their innovative services and
complete end-to-end offering. The keen competitive drive among
Belgium's top digital players also stimulates them to set the bar
ever higher, resulting in top worldwide positions in the Sia
rankings by some considerable margin.
Recognition for 10 years of KBC
Mobile
KBC launched its first mobile banking app on 19
September 2011. Exactly 10 years on, KBC Mobile is central to the
customer approach adopted by KBC and has become the reference in
the market. The fact that Sia Partners has just named KBC 'digital
leader' in a worldwide survey of 135 sector peers, makes this
anniversary even more special.
Over the past 10 years, KBC Mobile has undergone
a dramatic transition, changing from an app for performing basic
transactions and checking account information to a fully-fledged,
customer-centric ecosystem that proactively meets increasingly more
of the customer's needs. These needs are not limited to just
banking, insurance and investment, they also include mobility,
leisure and health matters, etc.
Kate, KBC’s digital personal assistant, already
plays an important role in this progress and will play an even more
central role in the interaction with the customer in the months and
years to come, supported by artificial intelligence and data
analysis.
Some recent figures on the use of KBC
Mobile (in Belgium)
- 1.6 million Belgian customers actively use KBC Mobile (with
more than 50 million log-ins per month)
- Users of KBC Mobile give it an excellent NPS of 63.3 (September
2021)
- At the end of August 2021, KBC had almost 640 000 unique users
of third-party services in KBC Mobile, a threefold increase on the
whole of 2019 (the number of third-party transactions since the
beginning of the year already exceeds 2 million, i.e. more than
over the whole of 2019)
- In the past 8 months, KBC registered 4 million customer
conversations with Kate. 1.3 million of these conversations led to
transactions of all kinds (banking and insurance services).
- Learn more about KBC Mobile
|
KBC Group NV Havenlaan 2 – 1080
Brussels Viviane Huybrecht
General Manager of Corporate Communication/
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+32 2 429 85 45 |
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(Sofie Spiessens) E-mail:
pressofficekbc@kbc.be |
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1 Sia Partners Mobile Banking Benchmark: a study on the present
state of mobile banking in the world – September 2021 2 Unlocking
the Value of Digital Assistants – Deloitte, 2021
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