BNP Paribas obtains a higher score in the D-Rating index for "Digital performance by retail banks"

At its press conference held on 30 January 2020, D-Rating, an independent organisation rating the digital performance of banks, announced the results of the third evaluation model of its study on the “Digital performance of retail banks in France”. The BNP Paribas Group with its retail banking in France and Hello bank! came out at the top of the ranking of traditional French banks in terms of digital experience.

BNP Paribas, the only banking group in France, wins the ranking with a score of BBB+

During recent years, traditional retail banking players have implemented extensive transformation moves to gradually bring themselves into line with first-generation online banks and neo-banks with efficient and adapted customer journeys for all of their customers.

Like last year, the BNP Paribas Group with its retail banking and Hello bank! boasted the top spot for traditional French banks in terms of digital experience with a BBB+ rating (vs. BBB in 2018). The following criteria are taken into account: customer experience, intensity of use of mobile applications and websites, and digitalisation of agencies. The only banking group to obtain this score, BNP Paribas offers a digital experience that is enhanced every month, through its websites and applications.

THE DIGITAL TRANSFORMATION IS ONE OF THE GROUP’S TOP CONCERNS

BNP Paribas’ retail banking in France, as well as Hello bank!, also ranked top of the speed-of-response index for digital contact channels, thanks to the recent roll-out of the Helloiz and TelMe chatbots enabling customers to contact an advisor directly. BNP Paribas is multiplying its online services, not only in a bid to improve its management costs, but also to meet its customers’ needs rapidly.

Our key figures:

60%

OF OUR CUSTOMERS ARE DIGITAL

More than 45 Million

VISITORS ON OUR WEBSITES AND APPS EACH MONTH

90%

OF SIMPLE TRANSFERS CARRIED OUT ONLINE

20%

INCREASE IN CUSTOMERS FOR HELLO BANK! IN 2019

“BNP Paribas is the only French bank to obtain the BBB+ score! Well done to the teams, who offer a regularly enhanced digital experience. Our apps and websites boast more than 45 million visitors a month. Thank you to our customers who help us improve our services every year!” Marguerite Bérard, Head of french Retail Banking.

About D-Rating 

Created in 2017, D-Rating is the leading rating agency for the digital performance of companies. D-Rating provides market players (investors, financial analysts, fund managers and companies) an independent rating of digital performances by companies, likely to impact their performance over the medium term. Thanks to an innovative approach based on a data-driven methodology, D-Rating is a benchmark in the financial services sector.