About the 2021 Digital Channels Scorecard

The KPMG Digital Channels Scorecard unveils in-depth insights into the state of user experience on retail banks’ digital channels. This report is based on our review and benchmark of 12 retail user journeys (clustered into five (5) journey groups) across four (4) digital banking channels - mobile banking, internet banking, USSD banking, and chat banking.

This report offers perspectives on how well the featured banks deliver on customer preferences, user experience design principles, and the adoption of emerging digital technologies, such as AI & analytics, to drive better engagement and experience differentiation. 

This study employs KPMG's Digital Channels UX Assessment Framework to evaluate and benchmark user experience across the selected banks. The evaluation leveraged the mystery shopper approach where evaluators accessed the banking channels and attempted to perform different activities along the selected journeys as any regular customer would.

This edition features a selection of 26 banks many of whom have Pan-African footprints across the continent. The banks featured are banks with a relatively large retail customer base in the respective countries and indeed across Africa.

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digital map of Africa showing banks assessed for the 2021 Digital Channel Scorecard

Figure 1: Retail banks assessed for the 2021 Digital Channel Scorecard