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Launch of the 2018 Digital Performance Rating Program for French Retail Banking

11/05/2018

D-Rating officially launches its 2018 rating program for the French Retail Banking industry.

 

The aim of the program is to provide to all market participants (financial analysts, investors, companies) an independent rating of digital performance.

 

Two rating modes are produced by D-Rating:

  • An outside-in rating, exclusively based on external data collected outside rated companies. It allows to compare the main banks of the French market across 500+ non-confidential indicators.

  • An internal rating, including supplemented non-public information, gathered by D-Rating analysts from the rated companies. This internal rating is the property of the rated company that can decide to communicate it or not to the market.

 

You will find below key information regarding the 2018 Rating Program:

  • The list of the assessed banks (ie. 2018 coverage list)

  • Methodological adjustments applied in 2018

  • The Program’s execution schedule

 

 

 

The French Retail Banking Industry coverage list, to be rated by D-Rating in 2018, was defined by taking into account expectations from subscribing participants and market analysts. The retained list is composed of 20 banks, including 12 traditional banks, 4 online banks and 4 “neo-banks”.

 

 

 

 

 

Compared to 2017 coverage list, several changes are applied in 2018:

  • 2 traditional banks, that could not be fully tested in 2017, are added: LCL and Caisse d’Epargne,

  • 2 neo-banks are added: Orange Bank and Revolut,

  • 3 banks are removed: Monabanq, BforBank and C-Zam.

 

 

 

 

Several methodological adjustments are retained for the 2018 Rating Program by taking into account feedbacks from D-Rating early adopters (retail banks and analysts) and identified opportunities for enriching the assessment of Digital Performance. These adjustments were reviewed with the support of D-Rating scientific advisory board.

 

Retained adjustments include:

 

1. Vocabulary Adjustments

  • The former “Digital Impact” domain, composed of 2 external modules, is renamed “Digital CX”

  • The former “Digital Footprint’ module is renamed “Digital CX: Presence & Satisfaction”

  • The former “Customer Experience” module is renamed “Digital CX: Offers & Journeys”

 

The chart below provides the updated structure of D-Rating methodology following 2018 vocabulary adjustments

 

 

 

2. Adjustments of indicators for the “Digital CX: Presence & Satisfaction” module

  • Move of indicators concerning functionalities available on public web pages in the “Digital CX: Offers & Journeys” module

  • Removal of the “number of mobile applications” indicator

  • Addition of new indicators concerning the traffic on mobile apps

  • Addition of new indicators concerning cybersecurity

  • Modification of the scoring algorithm of each indicator, for taking into account the minimal and maximal values measured in France and outside France.

 

3. Adjustments of indicators for the “Digital CX: Offers & Journeys” module

  • Addition of new indicators concerning the execution of a new customer journey: “Meeting Scheduling”

  • Addition of new indicators concerning the evaluation of « autonomous troubleshooting » capabilities (ie. means provided to customers for allowing them to find, autonomously, answers to their questions), ex: interactive FAQ, chatbot, forum, ...

  • Addition of new indicators concerning the evaluation of other advanced functionalities. For example: ephemeral virtual card, card with crypto-dynamic, facial recognition…

     

     

     

 

The coverage list was defined during Q1-2018 in order to initiate data collection and execution of tests in early April.

All resulting scores will be available by the end of June 2018 for “Digital CX : Offers & Journeys” and by the end of September for “Digital CX: Presence & Satisfaction”.

Both internal modules: “Processes & Tools” and “Leadership & Culture”, will be assessed from Q3-2018.

Finally, complete ratings for both Outside-in and Internal methods will be available by the end of 2018.

 

 

 

 

 

 

 

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