Awards build on industry recognition for
RBC's digital leadership
TORONTO, June 6, 2024
/CNW/ - Royal Bank of Canada (RBC)
is pleased to announce that it has been ranked No. 1 in customer
satisfaction in both the J.D. Power 2024 Canada Banking Mobile App
Satisfaction Study and the J.D. Power 2024 Canada Online Banking
Satisfaction Study. The rankings are based on feedback from more
than 1,500 retail banking customers of Canada's largest banks.
"We are incredibly proud to receive recognition in these two
important studies. It's a testament to our focus on creating
industry-leading digital experiences for our clients," said
Peter Tilton, chief digital officer,
Personal & Commercial Banking at RBC. "As the financial
services sector continues to evolve rapidly, we remain committed to
empowering our clients with innovative, easy-to-use tools that
allow them to manage their money confidently and securely."
Recognition comes at a time when mobile banking has become a
daily digital habit for Canadians. On average, RBC's everyday
banking clients use the RBC Mobile App on an almost daily basis,
and are increasingly seeking ways to engage with the bank
digitally. Compared to pre-pandemic levels, RBC has seen active
mobile users increase by 60 per cent1 and mobile
sessions increase by 128 per cent2. This significant
increase in usage underscores the RBC Mobile App's role as a vital
tool for clients seeking convenient and secure banking
solutions.
This recognition comes on the heels of RBC's two other recent
global industry awards, namely the Celent Model Bank Award for
Digital Onboarding and The Digital Banker's Digital CX Award for
Excellence in Omni-Channel Customer Experiences, which celebrates
pioneering customer-focused innovation across the global financial
services industry. RBC last won the J.D. Power Canada
Award for "Best in Customer Satisfaction" for its banking
mobile app in 2022.
These accolades, during a period when RBC also completed one of
the most complex technology transitions in Canadian history with
the acquisition of HSBC Canada, reflect the bank's dedication to
innovation and excellence in the digital banking space.
"These awards underscore the exceptional efforts of our
world-class digital team at RBC, which has been instrumental in
positioning us as a premier digital bank in North America and a leader globally," said
Sumit Oberai, executive
vice-president, Digital and Channels Technology at RBC. "Our
commitment to fostering a culture of innovation and excellence has
helped make us a preferred choice for professionals seeking to work
in an industry-leading digital space."
The J.D. Power 2024 Canada Banking Mobile App Satisfaction Study
and the J.D. Power 2024 Canada Online Banking Satisfaction Study
evaluate customer satisfaction with financial institutions' digital
platforms based on several factors, including navigation, visual
appeal, speed, and information/content.
About RBC
Royal Bank of Canada is a global financial institution with
a purpose-driven, principles-led approach to delivering leading
performance. Our success comes from the 98,000+ employees who
leverage their imaginations and insights to bring our vision,
values and strategy to life so we can help our clients thrive and
communities prosper. As Canada's
biggest bank and one of the largest in the world, based on market
capitalization, we have a diversified business model with a focus
on innovation and providing exceptional experiences to our more
than 18 million clients in Canada,
the U.S. and 27 other countries. Learn more at rbc.com.
We are proud to support a broad range of community initiatives
through donations, community investments and employee volunteer
activities. See how at rbc.com/community-social-impact.
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1
|
This
compares 90-Day Active customers in Canadian Banking only from
Q1 2020 to Q2 2024.
|
2
|
This compares
the total number of application logins using a mobile device
from January 2020 to April 2024.
|
SOURCE RBC