Digital Banking Maturity 2024: Global benchmarking of banks' digital channels capabilities
06 Dec 2024
In this edition, we surveyed 349 banks in 44 countries across six continents, collecting nearly 4,500 responses in our customer needs research.
For each bank, we analysed 1,005 functionalities across 3 digital channels – bank website, internet banking and mobile app – divided into six customer journey steps:
- Information gathering
- Account opening
- Customer onboarding
- Day-to-day banking
- Expanding the relationship
- Ending the relationship
Each step was evaluated and assigned a digital maturity score. Based on the total scores, we created a global ranking of all surveyed banks identifying the Global Digital Champions. The Digital Champions group includes the top 10% of banks that received the highest scores in our assessment.
More information here
