BANKING APP PERFORMANCE BENCHMARKING

Analyse: We can analyse all banking app reviews - reviews on your app and those of your competitors.

Leverage: We leverage our second to none AI tech (Ipiphany) to automatically identify strengths and weaknesses at a granular level relating to app attributes, features, and journeys.

Optimise: We empower our clients to benchmark their app at a granular level to optimise their investment.

Understand your position in the market and how to improve it

Banking app performance is the new battleground for market share for retail banking organisations worldwide. You need to know your position in the market and provide clarity and direction on what is required to be the best.

Touchpoint Group helps you get and stay ahead of the competition with banking-specific customer feedback analytics that identify, quantify, and explain the key improvement opportunities that will have the greatest impact on your market position.

Our banking app performance benchmarking analysis tools and experts source and analyse high volumes of publicly available mobile app reviews daily so your team can:

  1. Support your decisions and measure the impact of changes with numerical and visual evidence from real customer feedback within days, not weeks.
  2. Directly compare your banking app user experience against chosen competitors to compare features, usability, specific journeys, and functionality.
  3. Discover why your competitor’s app is performing better in the market despite looking and acting the same on the surface.
  4. Learn from global competitors to identify upcoming banking app trends and industry best practices to drive future improvements and features.
Get deep, detailed insights into real customer problems and clear, evidence-based priorities that drive app improvements.
Prioritise your banking app performance benchmarking development strategy based on real customer feedback.
Benchmark your banking app performance against your competitors at a detailed level to identify what it takes to be the best in the market.
Learn from your competitors to identify global trends, industry best practices, and potential opportunities for innovation.
Grow and improve your digital team’s understanding of customer experience in the app channel.

Create a world-class banking app experience that customers love

Stay ahead of the competition with detailed answers on top issues and root cause analysis to guide your decisions. Ipiphany makes it easy to track market trends, understand what’s driving changes, prioritise your features and journeys, and incorporate data-driven insights into your strategy.

App Feature by Quality
Feature Benchmark

Take the right actions to create measurable commercial results

Easily analyse customer feedback across multiple data sources to understand the underlying needs of your customers, identify and prioritise key opportunities for improvement, make accurate predictions of negative and positive impact to the customer journey, and measure the effect of changes over time.

Our banking app performance benchmarking analysis provides the detailed insights you need to create an app which your customers love and drives better commercial outcomes for your bank.

  1. Get deep, detailed insights into real customer problems and clear, evidence-based priorities that drive app improvements.
  2. Prioritise your banking app performance benchmarking development strategy based on real customer feedback.
  3. Benchmark your banking app performance against your competitors at a detailed level to identify what it takes to be the best in the market.
  4. Learn from your competitors to identify global trends, industry best practices, and potential opportunities for innovation.

Get unique, relevant, and detailed insights quickly without any extra work for you. Dynamic insights that you can easily leverage to deliver effective operational improvements

Quickly and easily leverage detailed information to support and guide the operational changes you need to make, even in the most agile of environments. Automatically source iOS and Android app reviews daily from any source and analyse and categorise data specific to the banking industry – without any manual data entry or tagging needed!

  • Identify specific issues contributing to poor user engagement and poor banking app performance.
  • Get access to what customers really think around preferences, usability, issues, and their overall perception of your banking app and those of your competitors.
  • Benchmark and track your app across major areas of app feedback including
    • features and journeys,
    • actions and tasks, and
    • app attributes
  • Apply an automated and agile approach to competitive analysis to evolve beyond manual feedback analysis or expensive market research initiatives.
Feature Details
App Review

Deliver a meaningful return on investment to your bank’s bottom line – with the data to back it up

With world-leading AI text analytics, Ipiphany gives you the ability to understand what’s driving app changes or improvements in the market, the true customer perspective of banking app experiences, and the actions that will result in the greatest impact.

Understand your position in the market and how to improve it

Our banking app performance benchmarking analysis tools and experts source and analyse high volumes of publicly available mobile app reviews daily so your team can:

  1. Support your decisions and measure the impact of changes with numerical and visual evidence from real customer feedback within days, not weeks.
  2. Directly compare your banking app user experience against chosen competitors to compare features, usability, specific journeys, and functionality.
  3. Discover why your competitor’s app is performing better in the market despite looking and acting the same on the surface.
  4. Learn from global competitors to identify upcoming banking app trends and industry best practices to drive future improvements and features.
Comparing Banks by Attribute
Mobile App

Personalised support from experts in mobile banking customer experience

Backed by world-leading technology, our banking app performance benchmarking analysis is designed to make your job easier. Our team is here to support you so you can make user experience improvements that drive measurable outcomes for your organisation.

  • Leverage your dedicated account specialist to help with monthly, quarterly, and ad hoc reporting requirements.
  • Get immediate insights from app reviews with a SURF Pillars report (Security, Usability, Reliability and Functionality) covering top issues from day one.
  • Work with mobile banking customer experience experts to identify key focus areas and dive into a customised reporting framework that focuses on your priorities.

Identify unmet customer needs and root causes to deliver more value

Our banking app performance benchmarking analysis automates the process of analysing high volumes of publicly available mobile app reviews – everyday – so that you get the answers you need to create a better in-app experience.

  • Dive deep into pain points specific to banking apps to get a greater understanding of user needs, app bugs, security issues, and UI pain points.
  • Benchmark customer experience with your app against competitors down to specific journeys and features.
  • Gain clarity on what’s required to improve your customer user experience with your banking app.
  • Get access to what customers really think around preferences, usability, issues, and their overall perception of your banking app and those of your competitors.
  • Benchmark and track your app across major areas of app feedback including
    • features and journeys,
    • actions and tasks, and
    • app attributes
  • Apply an automated and agile approach to competitive analysis to evolve beyond manual feedback analysis or expensive market research initiatives.
Comparing Banks by Attribute
App Feature by Quality

Prioritise the right features, for the most impact, at the right time

Without enough supporting detailed information from the true customer perspective defining the roadmap and strategy for your banking app performance benchmarking can feel more like guesswork than strategic decision making.

Ipiphany uses advanced AI text analytics to understand meaning from customer feedback to provide a true customer perspective and guiding compass for roadmap decisions.

  • Analyse high volumes of publicly available customer feedback to understand what customers really value and want most in a banking app.
  • Benchmark against chosen competitors to compare features, usability, and functionality.
  • Prioritise and implement major features that will drive measurable business and customer outcomes.
  • Make evidence-based decisions backed by true customer perspectives and numerical evidence.

Identify and fix bugs and issues before they escalate

Stop relying on your banking app’s rating to provide feedback on improvements or changes. With real-time benchmarking and tracking across 3 major areas of app feedback you can quickly measure the impact of any change and spot issues before they negatively impact your app rating or market position.

Our mobile app analysis automatically sources, analyses, and categorises new app reviews daily (using banking classifications). No extra work – just fast, accurate, and detailed feedback to guide future improvements and features.

  1. Evolve beyond manual analysis and get real-time banking app specific insights that are automatically classified and easy to understand.
  2. Detect issues in version updates, bugs, and functionality quickly, before they negatively impact your app rating.
  3. Close the feedback loop so your team can see what’s working and what’s not and improve app performance, in real-time.
  4. See trends and changes over time with benchmarking and tracking right down to specific features and journeys, actions and tasks, and app attributes.
Feature Details

Banking app performance benchmarking analysis for customer-centric digital banking teams

Deliver a world-class experience within the app channel

Get the results you expect from your Voice of Customer research with an agile approach to customer feedback analysis. Ipiphany makes it easy to collect and understand the meaning of mobile app reviews to identify and understand customer pain points, market positioning, global trends, and competitor app performance.

Extract valuable insights from more than just survey data

Finally, a scalable approach to collecting, understanding, and taking action on the high volume of publicly available mobile app feedback. Ipiphany gives you the ability to automatically source iOS and Android mobile app reviews daily from any source and analyse and categorise the data specific to the banking industry – without any manual data entry or tagging needed!

  1. Identify specific issues contributing to poor user engagement and poor banking app performance.
  2. Get access to what customers really think around preferences, usability, issues, and their overall perception of your banking app and those of your competitors.
  3. Benchmark and track your app across major areas of app feedback including features and journeys, actions and tasks, and app attributes.
  4. Apply an automated and agile approach to competitive analysis to evolve beyond manual feedback analysis or expensive market research initiatives.
Feature Details
Comparing Banks by Attribute

Learn from your competitors with detailed, data-driven competitive analysis

More than just high-level topics. Now you can actually answer key questions with valuable insights about banking app performance, pain points, and customer needs and priorities across 3 major areas of app feedback including features and journeys, actions and tasks, and app attributes. All backed by visual and numerical evidence.

  1. Benchmark customer experience with your app against competitors down to specific journeys and features.
  2. Improve your Digital team’s understanding of customer experience within the app channel.
  3. Deliver detailed banking-specific insights to stakeholders to enable evidence-based decision making.
  4. Identify global trends and industry best practices to guide future app improvements and innovation.

Personalised support from experts in mobile banking customer experience

We understand the challenge of sourcing and analysing banking app feedback in a detailed and industry-specific yet scalable and agile way. Our team is here to support you to make user experience improvements that have a measurable outcome for your organisation.

  • Leverage your dedicated account specialist to help with monthly, quarterly, and ad hoc reporting requirements.
  • Get immediate insights from app reviews with a SURF Pillars report (Security, Usability, Reliability, Functionality) covering top issues from day one.
  • Work with our team to identify key focus areas and dive into a customised reporting framework that focuses on your priorities.
collect and analyse your NPS with Touchpoint Group

Touchpoint Group, trusted by customer centric organisations worldwide.

JP Morgan Chase & Co Case Study
Case Study

How banks can leverage customer feedback to gain insights into app performance

JP Morgan Chase & Co is one of the largest banking institutions in the world. Using publicly available review data, we've extracted insights and provided recommendations to improve their banking app and position it to compete against other banks in the category.

Book a Demo

Book a demo to see your banking app performance benchmarked against your competition and gain an insight into the massive value Ipiphany can have for your organisation.

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