Digital Banking Transformation White Paper

Publication Date
11 November 2020

Digital Banking Transformation White Paper

Reviews can build or break a brand

Consumers have been conditioned to look at reviews and make decisions based on them. Research tells us that consumers are:

  • 50% less likely to download an app with a rating below 4 stars 
  • 80% less likely to download an app below 3 stars
  • 55% more likely to have a negative perception of a brand with a 1 or 2 star rating 

So what can you do if your bank’s mobile app has negative reviews? Bad reviews provide the insights necessary to improve. Once you know what customers are saying about your bank, you can make a plan to address the frictions and double down on successes.

By examining customer feedback of some of the biggest banking apps in the Apple and Android app stores including Bank of America, Capital One, Chase, Citibank, and Wells Fargo, Mobiquity uncovered insights into how consumers have engaged with these banking apps during COVID-19. This information, along with other free resources in this report, will give you an action plan that you can use as you move forward on your digital journey. 

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