Mobile banking apps are an increasingly crucial frontline for banks. Our new benchmarking programme focussed on Mobile Banking App customer experience allows subscribers to assess customer perception and the app experience metrics on a range of features

BVA BDRC’s Moments of Truth programme reveals that customers are actually less likely to recommend their banking provider following a recent opening of a current account than for a savings account, ISA or credit card.

BVA BDRC captures the views of consumers about their experiences with UK financial providers as part of this we interviewed over 3,300 consumers with a disability or impairment at the end of 2016.

Why does banking have to be seen as so boring? Banks are struggling to break out of the regulatory ‘straightjacket’ but keeping their solutions simple and focused on the customer is key. Mike suggests banks should look at other sectors for inspiration.

It’s not always about getting matters resolved quickly for customers. Some in-branch transactions simply need a real person to offer advice. Karen Troubridge reveals insights from BVA BDRC's Moments of Truth NPS benchmarking programme for financial services.