Digital Banking Maturity 2024: Global benchmarking of banks' digital channels capabilities
9.12.2024Company: Deloitte
We have the pleasure to present Digital Banking Maturity 2024, the 6th edition of the largest global survey on the maturity of digital retail banking channels. The report was first issued in 2016 in Central Europe, with each subsequent edition covering a growing number of financial institutions and expanding geographically.
In this edition, we surveyed 349 banks in 44 countries across six continents, collecting nearly 4,500 responses in our customer needs research.
For each bank, we analysed 1,005 functionalities across 3 digital channels – bank website, internet banking and mobile app – divided into six customer journey steps:
- Information gathering
- Account opening
- Customer onboarding
- Day-to-day banking
- Expanding the relationship
- Ending the relationship
Each step was evaluated and assigned a digital maturity score. Based on the total scores, we created a global ranking of all surveyed banks identifying the Global Digital Champions. The Digital Champions group includes the top 10% of banks that received the highest scores in our assessment.
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Tags: Finance |
