J.D. Power Mobile App Certification recognizes best mobile app customer experiences
New York – Citi has officially been certified by J.D. Power for providing customers with ‘an outstanding mobile credit card experience,’ ensuring ease of navigation, range of services, speed of completing transactions, clarity of information and appearance of the Citi Mobile App. Citi is one of only two brands to have been recognized with the J.D. Power Mobile App Certification as of January 2019.
“J.D. Power’s Mobile App Certification Program recognizes brands that deliver an exceptional mobile app experience,” said Bob Neuhaus, Vice President of Banking and Credit Card at J.D. Power. “With this certification, we are acknowledging Citi’s position as a mobile-first industry leader, committed to offering seamless, always-on customer service.”
“With the customer at the center of everything we do, we are committed to seamlessly servicing customers in their channel of choice—which is increasingly mobile,” said Alice Milligan, Chief Customer and Digital Experience Officer, U.S. Consumer Banking, Citi. “With double-digit growth in mobile users last year, this J.D. Power Mobile App Certification recognizes how we are continuing to deliver increasingly personalized, convenient solutions that meet customers where they are.”
J.D. Power’s Mobile App Certification program powered by Centric Digital certifies top-performing brands within a variety of industries, including financial services, insurance and healthcare. As a first step, brands must rank among top performers in the most recent J.D. Power North American Mobile App Satisfaction Index. Benchmark rankings are based on overall customer satisfaction with the mobile app experience for 120 brands across seven industries.
In addition, qualifying brands must pass a rigorous evaluation of 250 mobile app experience and operational best practices conducted by J.D. Power in collaboration with Centric Digital. The 250 are a subset of Centric Digital’s DIMENSIONS, a classification system comprising more than 3,000 digital best practices called “classifiers” and used by industry leaders to benchmark digital performance.
This certification follows the introduction of a number of innovative capabilities on the Citi Mobile App to better serve the full spectrum of clients’ banking needs nationwide. For example, Citi was the first major issuer in the U.S. to offer a number of credit card features, such as the ability to dispute a charge or a pending charge, track a replacement card, add an authorized user, and scan to activate within the mobile app. Recently, Citi was also among the first U.S. banks to offer the ability for customers to ask Siri for their bank and credit card balances, enabling a new, easy way to manage their financial lives.