2018 digital performance rating of Retail Banking France


The digital performance rating, delivered by D-Rating, is based on the analysis of 650+quantitative indicators structured into 3 modules:

  • Digital CX : Presence & Satisfaction, that evaluates the usage status of Digital Channels with clients & prospects : origination, traffic, generated satisfaction, etc.

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

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


The 2018 digital performance rating of Retail Banking France focused on a panel of 19 brandsincluding 12 traditional banks, 4 online banks and 3 neobanks (or PSPs).

All data collection, test and research operations were conducted during 2018 according tofollowing schedule.


For each indicator, scores are calculated regarding brands’ relative performance amongst thepanel.

All scores per brand are then aggregated into a digital performance overall grade, which allowsto provide a yearly ranking, through a proprietary algorithm.

The rating grid is built so as to enable the grading of any type of company, from worldwide“digital champions” (that would be rated AAA) to “digital deniers” (that would be rated C).


The arrows show either an upgrade or a downgrade compared with 2017 ratings. The equal signshows a stable rating over the year.

Regarding “Transformation Dynamics” Module, the study only considers players with a banking license issued by the competent authorities, providing the main day-to-day banking services (deposit and payment account) and with significant historical data. This therefore excludes Payment Service Providers and Neobanks from this overall ranking.

For “Presence & Satisfaction” Module, Orange Bank could not be fully evaluated because it hasoperated for less than a year.

Consequently, ratings for N26, Orange Bank and Revolute are estimates.

Impact on key business indicators

The digital performance rating conducted by D-Rating allows to determine an expected impacton 5 business performance indicators:


The expected impact for the next period can be positive, neutral, questionable or negative.


For each brand, a detailed review of scores brings the following high-level comments and impact of digital performance on business performance indicators.

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Note : Ratings of BP & CE take into account a revised number of customers communicated in lastfinancial statements.

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Note : Ratings of BP & CE take into account a revised number of customers communicated in lastfinancial statements.

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