For the second year in a row ASB Bank has topped Canstar's Online Banking Awards for providing the best online banking experience to customers.
According to the ratings company ASB took home the gold because of its focus on user experience across all platforms and providing an easy-to-use website.
"The ASB website scores very well for ease of use with excellent online help, chat and phone backup services. Their mobile banking is particularly impressive, with a competitive advantage being their multiple payment options of email, Facebook and pay-to-mobile,” says Canstar general manager Derek Bonnar.
Kiwibank came a close second, also praised for its desktop and mobile banking systems.
Canstar's report ranks banks subjectively for mobile banking (25 percent), internet (or desktop) banking (35 percent), and public websites (25 percent). The remaining 15 percent is based on Canstar Blue's customer satisfaction survey – with the people's choice awards decisively won by TSB Bank.
“Customers have expected a good website and good internet banking experience for a number of years now and banks have had plenty of time to respond to that,” says Bonnar.
“Last year Canstar assessed mobile banking as a subset of internet banking overall, assigning it ten percent of the overall score. This year, after our annual workshop with banking providers, we have assigned mobile banking its own category and it now carries twenty-five percent of the total score. This is a more accurate reflection of consumer banking priorities.”
It's interesting to note that there are no points set aside specifically for social media interaction, perhaps a point for Canstar to address next year.
According to Statistic New Zealand's Household Use of ICT report, 60 percent of New Zealanders use online banking services – a 15 percent increase from 2009.