Benefit from verbatim comments and ratings from app users channelled into insights to optimise your banking app
Winner of Best Overall App (UK & US):
U.S. Bank
Regional Category Awards
US National Banks 2022: Citibank
We saw a very strong performance from Citibank across 2022, with an Engaged Customer Score of 4.6 for the year. Citibank was ahead of its competitors for all 12 months of the year, and among our Top 5 across both the UK and US. Consistency is a strength for Citibank. It never dipped below 4.5 on our Engaged Customer Score, and averaged 0.3 above second placed Bank of America for the year. Citibank led (or co-led as it was in one case) across all SURF pillars, with the lowest frequency of issues across UI & Design, Reliability, and Functionality. Although Citibank tied with Bank of America for Security & Authentication this should not be a significant concern for them as both are doing extremely well, with customers having an exceptional experience when logging into these apps.
Runner-up: Bank of America
Participating Category Banks: Bank of America, Chase Bank, Citibank, Wells Fargo
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US Regional Banks 2022:
TD Bank
TD Bank has done well to lead across 2022, with an average Engaged Customer Score of 3.9 across the year. TD Bank was the clear leader for 5 of the 12 months, with Citizens nipping at its heels for overall leadership. TD's strengths revolve around Security & Authentication, Reliability, and UI & Design, and it sits behind Citizens, Regions, and Key Bank on Functionality in terms of frequency of issues. Congratulations to TD Bank, the US Regionals is a very competitive category.
Runner-up: Citizens Bank
Participating Category Banks: Citizens Bank, Fifth Third Bank, Huntington, Key Bank, Regions, TD Bank
Learn moreUS Tier One Banks 2022:
U.S. Bank
Of the 70+ banks we routinely track, U.S. Bank is the benchmark for exceptional performance. Its strength lies in consistency of performance. It never dipped below 4.6 for the year. While others see issues with app launches and technical issues (and subsequent score dips), U.S. Bank consistently performs well during app transitions and provides superior performance for their customers. U.S. Bank is clearly leading across all SURF pillars with very few issues for customers. U.S. Bank is also a leader on the core move-money journeys within their app. However, a shout-out for Capital One is in order as they are pushing up against U.S. Bank in some areas, in particular Reliability.
Runner-up: Capital One
Participating Category Banks: Capital One, PNC Bank, Truist, U.S. Bank
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UK Main Banks 2022:
Lloyds Bank
The consistency of Lloyds across the second half of 2022 has solidified its position as 1st for UK Main banks with an average Engaged Customer Score of 4.4 for the year. Additionally, it appears Lloyds is quick to recover when necessary, with the one small dip in March fully turned around in April. Lloyds is the clear leader, with the fewest issues across UI & Design, Reliability, and Functionality. However, Barclays is slightly ahead on Security & Authentication, but this should not be a major concern as both banks are doing very well. While early days, NatWest saw significant improvement at the end of 2022 and is anticipated to provide Lloyds with a ‘run for its money’ in 2023.
Runner-up: Barclays Bank
Participating Category Banks: Barclays Bank, HSBC (UK), Lloyds Bank, Nationwide, NatWest, Santander (UK)
Learn moreUK Challenger Banks 2022: Starling Bank
Starling sits as one of our Top 5 banking apps across both the UK and US, with an Engaged Customer Score of 4.6 for the year, and sat above 4.5 for all months except one in 2022. This consistent performance has put it ahead of its closest competitor, Revolut, which sits 0.5 points behind across the year. Starling has taken a leadership position amongst its peers in the UK Challenger category, easily leading with the lowest level of issues across the SURF pillars of Security & Authentication, UI & Design, Reliability, and Functionality. Additionally, Starling led across all core customer journeys in 2022 and is providing an exceptional experience for its customers.
Runner-up: Revolut (UK)
Participating Category Banks: Atom Bank, Chase Bank, Metro Bank, Monese, Monzo, Revolut (UK), Starling Bank
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