08/07/2013
Citizens Bank recognized for industry-leading customer satisfaction in Mobile Banking for Android™ and iPhone®
Xtreme Labs rankings highlight Citizens Bank as unique in the industry for receiving high marks from Android and iPhone users alike
PROVIDENCE, R.I. (August 7, 2013) – Citizens Bank’s Mobile Banking apps for Android and iPhone are generating the most-positive customer feedback in the industry, according to a new report issued by Xtreme Labs.
In announcing its findings of the Top Three mobile banking apps, Xtreme Labs noted that “Citizens Bank is the only bank with the highest rated apps on both Android (4.5 stars) and iOS (4.5 stars) platforms.”
Citizens Bank’s iPhone app was recognized for having both the highest star rating and the highest percentage of positive customer comments in the industry. The Citizens Bank Android app has the highest percentage of positive customer comments and the second-highest star rating, according to the report. USAA posted a slightly higher star rating for Android, with 4.6 stars, but a lower percentage of positive customer comments. No other bank received Top Three honors for both iPhone and Android.
Xtreme Labs’ review of comments found that comments for Citizens Bank’s Android app were 97% favorable, while comments for the bank’s iPhone app were 93% favorable.
These findings echo a December 2012 Javelin Strategy & Research report that ranked Citizens Bank #1 for mobile-banking customer satisfaction.
“We designed our mobile apps to be simple and easy for our customers to use, and it is very gratifying to see the value of our Mobile Banking offering validated twice by industry experts in less than a year,” said Brad Conner, Vice Chairman for Consumer Banking for RBS Citizens Financial Group. “As we continue to invest in new functionality for Mobile Banking, we are maintaining our focus on ease of use and on providing customers with the on-the-go features that can help them more effectively manage their finances.”
The U.S. Banking Apps Report: Customer Reviews by Xtreme Labs was conducted from May 18 to June 25, 2013. The report aggregated publicly available consumer ratings in both the Apple App Store and Google Play Store and listed those results, as well as top complaints based on consumer comments. On average, the industry’s apps for Android have received star ratings of 3.8 and iOS apps have averaged 3.3 stars, according to the report.
For more information about Citizens Bank, visit citizensbank.com or call the bank’s 24/7 customer service center at 1-800-922-9999. The bank also is active on Facebook and Twitter.
AndroidTM is a trademark of Google Inc. Google Play is a trademark of Google Inc. iPhone® is a trademark of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.
About Citizens Bank
Citizens Bank is a division of RBS Citizens, N.A., operating its seven-state branch network in Connecticut, Delaware, Massachusetts, New Hampshire, New York, Rhode Island and Vermont. It has 47 branches and 125 ATMs in Connecticut. It has 24 branches and 52 ATMs in Delaware. It has 252 branches and 754 ATMs in Massachusetts. It has 80 branches and 202 ATMs in New Hampshire. It has 157 branches and 373 ATMs in New York. It has 82 branches and 190 ATMs in Rhode Island. It has 21 branches and 40 ATMs in Vermont.
RBS Citizens, N.A., is a subsidiary of RBS Citizens Financial Group, Inc., a $126 billion commercial bank holding company. It is headquartered in Providence, R.I., and through its subsidiaries has approximately 1,400 branches, more than 3,600 ATMs and nearly 19,000 colleagues. Its two bank subsidiaries are RBS Citizens, N.A., and Citizens Bank of Pennsylvania. They operate a 12-state branch network under the Citizens Bank brand in Connecticut, Delaware, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island and Vermont; and the Charter One brand in Illinois, Michigan and Ohio. RBSCFG has non-branch retail and commercial offices in more than 30 states. RBSCFG is owned by RBS (the Royal Bank of Scotland Group plc). RBSCFG’s website is citizensbank.com.
