JD Power Mobile App Platform Certification - Banking
JD Power is pleased to offer the JD Power Mobile App Platform Certification – Banking. In addition to providing an assessment of performance compared to recommended best practices and voice of the customer research, the program also enables recognition for eligible mobile app platform providers achieving top quintile performance against industry benchmarks, as well as operational best practices. This prestigious certification program reflects the commitment and dedication that banking mobile app platform providers offer their bank and credit union customers when designing digital experiences that meet today's consumer expectations.
Countries: United States
Who is eligible? Banking Mobile Application Platform Providers in the United States with more than 500,000 enrolled consumer customers across all financial institutions (banks and credit unions)
What are the criteria on which certification is based?
The Voice of the Customer research is primary data collection collected from panel sample. JD Power programs and hosts an online survey that mimics the benchmark established for this work. Clients provide JD Power with the geographic footprint of their financial institution customers and JD Power works with panel companies to survey end consumer users of the mobile app. The results from the primary research survey are compared to the benchmark research established by JD Power and refreshed annually.
The Best Practices evaluation consists of over 100 best practices developed and validated by JD Power's digital experts.
What is required to become certified?
To become certified, companies must do the following:
1. The VOC research must score above the 80th percentile of the annual JD Power mobile app benchmark research. The 80th percentile score is derived from using the JD Power Consumer Care study as the benchmark, which evaluates the satisfaction with today's banking mobile apps. The benchmark is refreshed annually.
2. Score 80% or higher on an independent audit of their operational performance. This audit includes three tactical exercises: a review of internal documentation, demonstrations of tools or products, and mobile app platform provider interviews. These exercises aim to assess operational performance in six primary categories: Mobile app solution, Product Design/Development, End User Understanding, Vision, Client Relationship, and Data. There are 146 operational criteria drawn and assessed from established operational data sources. To pass this component, a company must demonstrate they have achieved at least 116 of the 146 criteria.
When is this conducted? Eligible platform providers may enroll in the program on a rolling basis throughout the year. Certifications are earned as program requirements are met and are valid for 12 months.
What is required for renewal? Certification requirements must be met in full annually including repeating VOC and Best Practices evaluation.