Bank leads rankings in customer satisfaction, showcasing its excellence in digital banking
Royal Bank of Canada (RBC) has achieved the highest customer satisfaction rankings in both the JD Power 2024 Canada Banking Mobile App Satisfaction Study and the JD Power 2024 Canada Online Banking Satisfaction Study.
These rankings reflect feedback from over 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 and 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.”
This recognition comes at a time when mobile banking has become a daily habit for Canadians. RBC’s everyday banking clients use the RBC Mobile App almost daily and increasingly seek digital engagement with the bank.
Compared to pre-pandemic levels, RBC has seen active mobile users increase by 60 percent and mobile sessions increase by 128 percent. This significant increase in usage underscores the RBC Mobile App's role as a vital tool for clients seeking convenient and secure banking solutions.
The recognition follows RBC's recent global industry awards, including the Celent Model Bank Award for Digital Onboarding and The Digital Banker’s Digital CX Award for Excellence in Omni-Channel Customer Experiences.
RBC previously won the JD Power Canada Award for “Best in Customer Satisfaction” for its banking mobile app in 2022.
These accolades coincide with RBC’s completion of one of the most complex technology transitions in Canadian history, following the acquisition of HSBC Canada. This reflects the bank's dedication to innovation and excellence in digital banking.
“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 JD Power 2024 Canada Banking Mobile App Satisfaction Study and the JD Power 2024 Canada Online Banking Satisfaction Study evaluate customer satisfaction with financial institutions' digital platforms based on factors including navigation, visual appeal, speed, and information/content.
