Executive Summary

The ranks of new smartphone banking users in Canada will slow to a trickle in 2021, forcing financial institutions (FIs) to enhance their offerings on the primary user acquisition battlefront that is their mobile apps. This report highlights the growth areas of Banque Nationale’s mobile banking app that it should strengthen to compete for prospective users.

3 KEY QUESTIONS THIS REPORT WILL ANSWER

1. How do Banque Nationale customers differ from all mobile banking users in Canada?
2. How do Banque Nationale’s advanced mobile banking capabilities stack up to customer demands?
3. What are the key features that Banque Nationale should support?

WHAT’S IN THIS REPORT? This report focuses on the Banque Nationale-specific findings from our inaugural Canada Mobile Banking Emerging Features Benchmark Study, which scores the seven largest FIs based on their support of 42 advanced mobile banking emerging features. This report focuses on the top features that Banque Nationale does not yet offer across the six key categories.

KEY STAT: Adding in-demand mobile banking tools would help Banque Nationale better serve and retain its customers. An overwhelming share (77.9%) of its customers say mobile banking is their primary way of accessing their bank account, and 55.9% of its users would switch banks for better online tools.