CommBank app leads pack for third consecutive year

Independent research firm finds CommBank continues to lead the pack by combining great user experience with functionality.

Independent research firm Forrester has named Commonwealth Bank as the leader in mobile banking in Australia for the third consecutive year.

Released this week, The Forrester Banking Wave™: Australian Mobile Apps, Q2 2019 report has cited CommBank app’s great user experience, and features that help customers manage their finances.

“Commonwealth Bank’s mobile banking app combines good functionality with best-in-class usability that centres on easy navigation, clear design, and high-quality content that shows customers how to achieve their goals.”

“…The bank uses its app to educate customers – customers can see their monthly spending habits, drill down into specific categories, and see how they compare across months. The bank also provides information about budgeting, retirement planning, and superannuation,” the report says.

Commonwealth Bank Chief Digital Officer, Pete Steel said: “We are pleased to see CommBank app has once again been named by Forrester as a leader among Australian mobile apps.

“Our focus remains on continuing to deliver experiences that are helpful, innovative and secure for our customers, without sacrificing the functionality and ease of use.

“As Australians increasingly choose to bank online, we will not only have to continue to adapt to their preferences, but ensure we are using digital innovation to build trust with our customers and provide simpler, better banking.”

Commonwealth Bank has recently announced a redesign of the CommBank app, which will offer its 5.3 million users a completely personalised digital banking experience, continuing its focus on helping customers make better financial decisions.

The first iteration of the app was launched in 2011. Eight years on, the CommBank app boasts more than 5.3 million unique users, and more than 6.5 million log-ons per day.

Commonwealth Bank was recently awarded CANSTAR Bank of the Year for Online Banking 10 years in a row, and Mobile Banking for the fourth consecutive year.

Forrester conducted its digital functionality and user experience reviews of five Australian mobile banking apps between 4 February and 8 March 2019. In the evaluation, Forrester assesses two major elements of a bank’s digital experience: functionality and user experience.

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