JPMorgan Chase took first place for the second consecutive year in a
The research firm evaluated and ranked 15 large banks' mobile banking services, including Bank of America, Chase, Citibank and Wells Fargo in the U.S.; Barclays, Lloyds TSB, NatWest and HSBC in the UK; Royal Bank of Canada (RBC) and TD Canada Trust; Commonwealth Bank of Australia; la Caixa in Spain, Postbank in Germany, Rabobank in the Netherlands, and Société Générale in France.
Chase, which earned 71 out of 100 points, was particularly praised for its transaction functionality. Forrester highlighted how the New York bank offers useful contextual options such as the ability to add a payee for person-to-person (P2P) payments by importing the customer's contacts from his phone.
Forrester ranked la Caiza in Europe as second, followed by Bank of America, Wells Fargo and Royal Bank of Canada.
Forrester evaluated mobile banking in the following categories: range of touchpoints, enrollment and login, account information, transactional functionality, service features, cross-channel guidance, sales and acquisition, and usability. The firm scored the banks' mobile offerings across more than 50 criteria. Forrester said it used an iPhone 4 to evaluate criteria that focused on firms' smartphone apps and mobile websites as far as possible.
With consumers always wanting more from mobile, Forrester encourages banks to improve mobile banking in the following areas: enhance their mobile marketing and sales content; add better search functionality to help customers find products; features and content; and add more self-service components, such as letting a customer change an address.
