© D-Rating 2019

Rating programs

Organisations need to embrace the digital revolution along 3 dimensions observable from outside :

  • Digital CX : Presence & Satisfaction evaluates the Usage Status of Digital Channels with clients & prospects : origination, traffic, generated satisfaction, …

 

  • Digital CX : Offers & Journeys evaluates the Digital Proposition of the banks in terms of offers & features available on digital channels, communication channels and journeys

  • Transformation Dynamics evaluates observable assets of the company reflecting its digital transformation capability and the current status of this transformation

A rating program includes the assement of competitors on this 3 dimensions. In 2018, rating programs were deployed in France and Belgium on retail banks and insurance.

On-demand campaigns

On-demand campaigns can be provided on any countries for any of the 3 dimensions available in rating programs: presence & satisfaction, offers & journeys, transformation dynamics.

D-Rating can also operate digital maturity assessment for audit or due dilligence by analyzing 2 areas :

  • Leadership & culture  measures how a company has integrated the digitalization challenges into the vision, organization and culture

 

  • Process & Tools measures the company’s ability to optimize the execution of its business functions by leveraging digital solutions & capabilities

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Available research

CX Presence & Satisfaction of Belgium retail banks

Benchmark of 15 Belgium retail banks. All companies are ranked according to 140 indicators analysing the trafic, features and satisfaction of their websites, mobile applications, and social networks.

Issue Date : November 2018

CX Offers & Journeys of Belgium retail banks

Benchmark of 15 Belgium banks against 400+ indicators. 3 journeys, 7 products subscription process and 12 communication channels are analysed to achieve the ranking.

Issue date : October 2018

CX Presence & Satisfaction of French Retail Banks

Benchmark of 18 French banks and 2 payment service providers. All companies are ranked according to 140 indicators analysing the trafic, features and satisfaction of their websites, mobile applications, and social networks.

Issue date : September 2018

CX Presence & Satisfaction of French insurance sector

Benchmark of 21 French insurance companies. All companies are ranked according to 150 indicators analysing the trafic, features and satisfaction of their websites, mobile applications, and social networks.

Issue Date : August 2018

CX Offers & Journeys of French retail banks

Benchmark of 20 French banks against 400+ indicators. 3 journeys, 7 products subscription process and 12 communication channels are analysed to achieve the ranking.

Issue date : July 2018

CX Presence & Satisfaction of Moroccan Retail Banks

Benchmark of 10 Moroccan retail banks. All companies are ranked according to 160 indicators analysing the trafic, features and satisfaction of their websites, mobile applications, and social networks.

Issue Date : June 2018

Digital Channels Activity of the European Retail Banks

The Digital channels activity analyses assess levels of traffic and engagement over main digital territories (Web, Social media and Mobile apps). We applied this assessment on European retail banks, studying 48 European brands in 5 countries: France, Germany, Italy, Spain and the UK

Issue Date : November 2017

CX Offers & Journeys of French telecom operators

Benchmark of 10 French telecom operators against 162 criteria. 1 journey, 6 products subscription process and 10 communication channels are analysed to achieve the ranking.

Issue Date: October 2017

CX Offers & Journeys of French retail banks

Benchmark of 19 French banks against 236 criteria. 3 journeys, 7 products subscription process and 12 communication channels are analysed to achieve the ranking.

Issue date : September 2017

CX Presence & Satisfaction of French Telecom operators

Benchmark of 20 French and 4 European telecom companies. All companies are ranked according to 160 criteria analysing web position, mobile web position, traffic origins, mobile applications and social networks.

Issue Date : July 2017

CX Presence & Satisfaction of retail banks in France

Benchmark of 19 French retail banks based on 160 criteria analysing web position, mobile web position, traffic origins, mobile applications and social networks.

The study includes Mbank, N26 Germany and Fidor Bank Germany.

All banks ranked according to their digital footprint.

Issue Date : May 2017

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