Mobile Banking Rank Kazakhstan 2024: CX of mobile banks for Kazakh private clients
We are pleased to share our latest research, the Mobile Banking Rank Kazakhstan 2024. This comprehensive research delves into the digital customer experience of mobile banks for private clients in Kazakhstan. Our research evaluates ten participants based on over 700 criteria, highlighting the best practices in the fintech market.
You can find a more detailed overview of the Mobile Banking Rank Kazakhstan 2024 research on our website.
Key insights from the study include:
- Market Overview and Trends: An in-depth analysis of the current state of mobile banking in Kazakhstan, identifying emerging trends and key drivers of digital transformation.
- Best Practices: Over 80 best practices have been identified, focusing on user experience, digital product opening pathways, user support, online document requests, and service condition transparency.
- App Rankings: Detailed rankings of the mobile banking applications, providing a clear picture of the competitive landscape and the strengths and weaknesses of each participant.
- Local Market Features: Consideration of local market characteristics, ensuring that the best solutions from Russia and Europe are adapted to the needs of Kazakhstani users.
Our goal is to help create the best mobile bank for private clients in Kazakhstan by providing actionable insights and benchmarking against the highest standards in digital banking. This research is a vital tool for financial institutions aiming to enhance their digital offerings and improve overall customer satisfaction.
Mobile banking ranking in Kazakhstan 2024: results
Take a look at the changes since 2022:
The ranking score reflects the quality of digital experience in the banks’ mobile applications for private clients on a scale from 0 to 100. These banks were selected based on:
- Inclusion in the top-3 rankings of the similar Markswebb study in 2022.
- Popularity based on the number of downloads in Google Play at the start of the study; Bereke Bank replaced Bank RBK on this basis.
- Availability of applications on Android, the most widespread platform.
To ensure fairness, the study evaluated the versions of applications available for download to all users as of April 12, 2024.
Kaspi Bank “the most popular” vs. Bank CenterCredit “the leader in digital experience”
The most significant differences are observed in tasks related to simplifying recurring operations and checking statuses of open products and new orders. Kaspi Bank is starting to lag behind competitors in terms of user experience quality. It does not prioritize the banking capabilities of the application, instead achieving its business goals through the development of its service ecosystem and retaining users within it.
Summary of user tasks’ changes in the market up to 2024
- By the changes in the diagram below, we can see that the average growth across groups is nine percentage points over two years, which is less than five percentage points per year. The market, on average, is developing slowly.
- Most task groups do not even reach a 50% according to the Markswebb evaluation system. Against the backdrop of such indicators and slow market development, some study participants have the opportunity to attract users by further improving the quality of the digital experience.
- Over the past two years, the market has invested in solutions that replace bank branches with mobile applications:
- Order new products from existing customer
- Receive support when performing tasks
- Access and export data
- Documents from the bank
So, it can be concluded that customer journeys are actively being transferred online.
From 2022 to 2024, most tasks scored below 50 points according to the Markswebb evaluation system, indicating that participants have the opportunity to attract users by significantly improving the quality of digital experience in a slowly developing market.
Conclusion
The Mobile Banking Rank Kazakhstan 2024 provides a thorough examination of the digital banking landscape, highlighting critical areas for improvement and innovation. By leveraging the detailed insights and best practices from this study, financial institutions can enhance their digital services and gain a competitive edge.
Markswebb also offers extensive audit services aimed at improving customer experience in mobile banking. Our approach includes a meticulous review of your service, resulting in a customized PDF report with actionable recommendations. These suggestions cover service development strategies, backlog creation, and prioritization, helping you quickly reach the level of digital leaders.
Additionally, we provide consulting services with comprehensive support, guiding your bank from assessment to achievement. After the audit, we assist your product team in developing a backlog and share responsibility for the outcomes. This includes personalized recommendations, continuous support from the Markswebb team during implementation, monitoring changes, and making timely adjustments. Our services help you identify strengths and weaknesses, prioritize effectively, and maintain focus, ensuring your company quickly attains and sustains a leading position in digital banking.
Don’t wait — contact us today and let us help you achieve excellence in digital banking!
