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This Mapa Research report assesses mobile banking customer experience, in particular how providers are giving customers more control and personalisation within apps by letting users adjust how and when they are sent notifications and alerts.
Most of the banks monitored by Mapa Research send alerts to customers for various reasons - based on spending limits, when payments are made, when the account balance goes below a certain amount, and so on. What is becoming more common is banks allowing customers to amend their notification preferences - how and when an alert is sent to them - within the mobile banking channel (in the app). Around 36% of the banks we monitor in our Mobile Banking Dashboard allow customers to amend alerts in-app.
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