Deloitte Luxembourg has published the Deloitte Digital Banking Benchmark 2017, a multi-dimensional analysis of Luxembourg’s digital retail banking market with a view on improvements made over the last two years and a comparison with banks from neighbouring countries.
The digital revolution is disrupting the relationship between banks and their clients and new features continuously appear to enhance customer experience. However, Luxembourg banks do not seem to have implemented tremendous improvements in terms of digital channels over the past two years .In front of fully-digital banks, FinTechs, and non-traditional competitors, banks struggle to deliver innovative functionalities and are still hesitating about the key priorities to pursue.
With 230 criteria regarding public websites, web banking, and mobile applications of around ten Luxembourg banks, the study aims to provide banks with a better understanding of their performance around eight key dimensions: on-boarding, content and functionality, design and ergonomics, navigation, cybersecurity features, advice, credit and account closing.
The report can be found online: https://www2.deloitte.com/content/dam/Deloitte/lu/Documents/financial-services/Banking/lu-digital-banking-benchmark.pdf
