Digitalization & Customer Experience in Retail Banking in Switzerland (web / mobile app / marketing digital / social) – 2020 edition

Colombus Consulting has performed its 3rd digital study for retail banking companies in Switzerland on the basis of measurements taken in the first half of 2020 and on a panel of 25 banks such as:

  • Traditional banks: Banque Migros, Crédit Suisse, Next Bank, Neue Aargauer Bank, PostFinance, Raiffeisen, Valiant, UBS,
  • Cantonal banks: Aargau, Basel, Berne, Fribourg, Genève, Grisons, Luzern, Schwyz, St Gallen, Thurgauer, Valais, Vaud, Zürich
  • Digital banks and neo-banks: Cler, N26, Neon, Revolut, Swissquote

We offer a digital index to measure the 360° digital performance of operators according to 30 indicators:
Website: audience, performance (bounce rate, visit time and load time), Customer experience (design, content and functions)
Mobile apps: updates, comments and ratings, NPS (Net Promoter Score), in-store search (ASO)
Digital marketing: search, display, email, social networks, partners and earned media
Social networks: Facebook, Youtube, Twitter, Instagram

Solutions used :
We used various market tools and reworked all the data as an index providing a simple and visual benchmark of the sector. The chosen solutions are : Talkwalker, Decodeapps, Alexa, Similar Web, Semrush, Disconnect.me.

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