CaixaBank, entity chaired by Jordi Gual and directed by Gonzalo Gortázar, has achieved a market share in digital banking of 32.8% during the fourth quarter of 2020. These data are reflected according to Comscore on the number of users in Spain who access the web and mobile channels of financial institutions. The figure represents a growth of 40 basis points compared to the data of the previous quarter, situated at 32.4%. In this way, they reinforce their leadership with respect to digital customers
In relation to channels, CaixaBank has especially consolidated its position as the leading entity in the use of mobile banking. The share to achieve this has been 30.8%, the best figure of the year. The growth in market share also coincides with a significant increase in the number of users of the apps mobile phones: at the end of September, the entity had registered 6.28 million customers of the mobile channel, with a growth of 13.7% compared to the same month of the previous year.
Regarding the evolution of users via the web, according to Comscore data, CaixaBank remains the leading entity in the sector and with a stable evolution. The current share, located at 28.7%, is very similar to that registered during 2019.
In both channels, mobile and web, CaixaBank remains at a considerable distance from the rest of the entities, with seven percentage points away from the next entity in the national ranking.
CaixaBank, leader in innovation
Among the pillars of CaixaBank’s 2019-2021 Strategic Plan is offering the best user experience in all customer relationship channels, physical and on-line. The entity currently has the largest digital customer base in Spain. With more than 7 million total users of all digital channels.
Thanks to its digital transformation strategy, it has been ranked among the best valued banks in the world for the quality of its digital products and services. With awards such as “Best Bank in the World in Private Banking 2020” and “Best Bank in Spain 2020” by the US magazine Global Finance. These awards are in addition to those obtained in the field of digital banking. As the “Best digital bank in private banking in Spain 2020”. In addition, in the field of private banking, in which CaixaBank has been chosen “Best Private Banking entity in Europe for its culture and digital vision 2020”.
Besides, the app CaixaBankNow has been voted, for the third consecutive year, the “Best mobile banking application for individuals in Western Europe” by Global Finance. The app incorporates innovative services such as Neo, CaixaBank’s virtual assistant, which, using artificial intelligence, is capable of answering all customer questions. In addition, it allows them to access detailed information about their finances. Neo is also available on Google Home and Amazon Alexa. This makes it easier for the entity’s clients to interact with the assistant by voice.
In the last year, more than 1.7 million customers have used Neo, which has been awarded in the EFMA Global Award 2019 in the field of Artificial Intelligence and in The Innovators Awards 2020 (Global Finance) in the category of Personal Finance .