Just Released: Finnoscore Retail Edition

With the Accessibility Enhancement Act coming into force, digital inclusion is gaining noticeable importance. Many institutions have already taken significant steps, but the new Finnoscore shows there is still considerable room for improvement. 

At the same time, banks are actively investing in the development of their mobile applications, focusing more on real-time communication and on-demand advice — always with an eye toward delivering an outstanding user experience. Additionally, employer branding and CSR initiatives are moving further into the spotlight. 

These developments are examined in more detail in the latest study — showcasing the diverse ways in which digital progress is currently taking shape in the banking sector. 

Download the full study as a PDF  and gain insights on:

• Detailed rankings
• Key learnings
• Risers and fallers
• Background Information

Erste Bank Austria secures first place in the 2025 Finnoscore, overtaking the long-time frontrunner PKO Bank Polski. Improvements in omnichannel communication — such as a semi-dedicated service model and end-to-end appointment scheduling with a named advisor in the app — combined with innovative new services like 'fitness saving' helped Erste Bank clinch the top spot. 

Hamburger Sparkasse moves up to third place, while BCR Romania drops to fourth. New to the top five is TD Canada Trust — thanks to strong mobile and online banking performance, good SEO, and high conversion strength. 

Accessibility (BFSG) becomes mandatory on June 28, 2025 

With the enactment of the Accessibility Enhancement Act, digital inclusion becomes legally required. The current Finnoscore study shows: initial progress is visible in the DACH region, but many institutions have yet to meet legal standards. Targeted efforts to reduce barriers are now more important than ever — not least to avoid legal consequences. 

User-friendly mobile apps and real-time communication as true differentiators 

84% of the banks surveyed now offer mobile banking apps rated above 3.5 stars. But it’s not just about the rating — what matters is what’s behind it: intuitive navigation, a sensible range of features, and a seamless experience. Banks that deliver in this area secure long-term customer satisfaction and clearly stand out in the market. 

Of particular note is the intensifying competition around real-time communication and omnichannel capabilities: customers today expect to resolve their concerns seamlessly across channels — ideally directly via the app. Banks that meet these expectations with modern communication features and smooth integration are positioning themselves as true digital leaders. 

Read more in the next section – 'What’s your key takeaway from the 2025 Finnoscore Retail Banking Edition?' 

More than just digitalization: employer branding and CSR gain traction 

Banks are increasingly investing in deep-rooted employer branding — not only via LinkedIn but also through platforms like Kununu and Whatchado. Top performers actively respond to feedback, even to critical comments. 

At the same time, CSR activities are becoming significantly more relevant: more and more banks are going beyond traditional donation campaigns and focusing on programs with lasting value — such as promoting financial literacy, supporting volunteer work, or implementing ecological projects. Especially younger customers now expect banks to take social responsibility — in a credible, visible, and effective way. 

Last year, two major names stood out among the top five fallers: Revolut and N26. 

Surprised? Not really! Let’s take a closer look at the details behind this development. 

The central question: are fintechs and neobanks truly so specialized that they don’t compete directly with traditional universal banks? 

Our answer: clearly not — at least not from the customer’s perspective! 

What do customers expect from a bank? 

To process payments, receive money, and manage finances — in short: reliable daily banking. This is exactly where neobanks have set standards: faster, more intuitive, more user-friendly. 

But traditional banks have caught up — with modern apps, better functionality, and a clearer focus on user-friendliness. Their decisive advantage over challengers: personal proximity. 

Branches, chat, hotlines, video consultations, co-browsing — many established retail banks offer true omnichannel service, especially when things get complex. 

The competition is shifting to two levels:

• Digital excellence with real added value. 
• Hybrid communication – digital where convenient, personal where necessary. 

Conclusion: 

The new competition is defined by: digital strength meets personal connection. 

The 2025 Finnoscore makes it clear: 

It is precisely on these two fronts — user-friendly apps and true (!) omnichannel capabilities — that the competition has intensified. Many banks have significantly improved, while others have fallen behind. 

Download the 2025 Finnoscore to see which institutions performed best this year — internationally, across the DACH region, or specifically in Germany, Austria, or Switzerland. 

If you’d like to know how to apply these findings and the insights from the Finnoscore benchmarking to your own bank, contact us. We’ll be happy to walk you through the results and support your optimization efforts.