KBC Mobile once again crowned the best mobile banking application in Belgium by the independent international research agency Sia Partners

Press release

Brussels, October 13, 2022 – 07:00 CET

KBC Mobile has once again been crowned the best mobile banking application in Belgium by the independent international research agency Sia Partners.

KBC Mobile also in the top 3 worldwide.

The independent international research agency Sia Partners has again named KBC Mobile as the best mobile banking and insurance application in Belgium in its study entitled “2022 Mobile Banking Benchmark: a global study on the current state of mobile banking “. KBC Mobile further consolidated the leading position it already held in Belgium and secured a place in the top three worldwide. Sia Partners also identified Europe as once again the most competitive region in terms of mobile banking.

Sia Partners surveyed no less than 151 banks from 22 countries, allowing the study to provide a representative picture of the current mobile banking market. KBC had already been praised in Sia Partners’ annual surveys in recent years and received the ultimate accolade in 2021 when it was crowned “World’s Best Mobile Banking App”. This year, while the importance of insurance (an area in which KBC Mobile excels) has declined in the survey, KBC Mobile finished in third place.

To choose a winner, Sia Partners based its decision on three main criteria, namely the application’s functionalities, its ease of use (“User Experience”) and the ratings of the App Store. Sia Partners’ conclusion regarding the KBC Mobile Banking app is clear: “KBC’s application offers a complete offer that goes beyond, integrating all the necessary products and functionalities and more (Open & Beyond Banking). Investing in spare parts, applying for renovation/energy loans, fully automated claims processing for car accidents and even group expense sharing can be done quickly and very user-friendly. Sia Partners also makes explicit reference to Kate, the unique personal digital assistant that helps clients save time and money.

Karin Van Hoecke, General Manager Digital Transformation & Data at KBC Belgium sees this ranking retention as a fitting acknowledgment of the hard work done over the past few years: “The Sia Partners ranking for KBC Mobile shows that we have reaffirmed and strengthened our position as the digital leader in Belgium. This is not only recognition of the quality of service we provide, it is also a clear sign that we remain committed to innovation and ensuring maximum comfort for our customers. Our extensive user support services, multiple payment solutions and state-of-the-art range of third-party services that make our customers’ lives easier and save them time and money are rightly cited by Sia Partners as unique to KBC Mobile. With our digital and Kate apps, we ensure that customers save time and money. The fact that more than 1.9 million customers in Belgium currently actively use KBC Mobile on a daily basis stimulates us in our efforts to offer them an even better service. We thank all our customers for the trust they place in us. Even if you are not a KBC customer Againyou can still use the KBC Mobile app without having to subscribe to KBC banking or insurance products.’

Transparent, solid and clear methodology used by Sia Partners

The rapid digitization of financial services around the world is driven by a multitude of factors, including the emergence of new technologies, higher customer expectations, new entrants, digital currencies and changing regulatory requirements. Bitcoin, ESG, neo-banks, open data and crypto are just a few of these disruptive trends within the traditional banking market. Based on these observations, Sia Partners examined the extent to which financial institutions can use mobile banking services to meet these challenges.

The final score that Sia Partners assigns to a mobile banking application is the sum of the subscores for the features offered in the application, the user experience (UX) and the App Store ratings. The survey measured a total of over 85 different criteria in 13 categories. Key features of the customer journey were assessed and included areas such as opening an account, day-to-day banking, buying new products or services, investing, and closing an account.

Sia Partners concluded that European banks are once again the most competitive when it comes to mobile banking. They are paving the way to digitization with their innovative services and comprehensive end-to-end offering.

Some recent figures on the use of KBC Mobile

• 1.9 million customers in Belgium actively use KBC Mobile, with more than 3 million customer contacts made every working day.

• KBC has nearly one million unique users of third-party services in KBC Mobile.

• Over the past eight months, 6.2 million customer conversations with Kate have been recorded at KBC, of ​​which 2.6 million of these conversations have generated a diverse range of transactions (banking and insurance).

• Kate’s millionth user was recently honored.

• Find out more about the countless possibilities offered by KBC Mobile or see how customers can save time and money .

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