For the eighth year in a row, MoneyVox is awarding its 2023 Banking Quality Trophies, rewarding the establishments most appreciated by their customers themselves. As in 2022, Crdit Mutuel and CIC dominate. Ct new actors, the surprise is called Nickel.
How to judge the attractiveness of a bank? Obviously, the question of price is paramount: saving often remains the primary motivation for changing banks. But tariff moderation is not everything. The attractiveness of a bank is also judged by the satisfaction it generates among its customers, and the latter’s propensity to recommend it to their relatives.
This is precisely what the bank’s Quality Awards have appreciated for the past 8 years, the 2023 list of which is published today by MoneyVox. This year again, we asked a panel of banking consumers (1) to judge the quality of the channels that allow them to interact with their bank: reception at the branch, advisors, website, mobile application, etc. Then we singled out the establishments recording the highest levels of satisfaction.
A grand slam for Crdit Mutuel
Verdict: on the side of the so-called traditional banks, i.e. those which have a branch network, two establishments stand out: the Mutual Credit and the CIC. It is not a surprise: these are the same as last year.
the Mutual Credit is the bank that satisfies its customers the most. She won a grand slam this year, winning six trophies out of 6 possible. It even won first place four times, for the quality of its branches, its remote customer service, its advisers for day-to-day needs and its website. His dolphin is the CIC, with 5 trophies, including two first places for the quality of project advice and the mobile application. The fact that he belongs to one of Crdit Mutuel’s two main confederations, the Federal Alliance, is no coincidence.
Why Crdit Mutuel is France’s favorite bank
The triumph of these two brands is proof that customer satisfaction is not limited to a question of price. Because Crdit Mutuel and CIC are not banks low-cost, far from it. The least expensive federation (Ocan) is in 36th place in our ranking of the least expensive banks, which includes 129 banks, while the most expensive (Centre) drops to 107th. The CIC, for its part, is 95th (2).
Crumbs for Crdit Agricole, HSBC and LCL
The two winners of these Qualit Trophies 2023 leave only crumbs to the competition. Three establishments share them. LCL stands out for its remote customer service, its day-to-day banking advisers and its mobile application. HSBC (project and website advisers) and the Credit Agricole (remote agencies and customer services) won two distinctions.
Nobanques: the cheapest offers to control your budget
Among those absent from the charts, we therefore find the Caisse d’Epargne and the Banque Populaire (BPCE group), the only mutual banks not to receive any mention. But also BNP Paribas, Socit Gnrale (and its subsidiary Crdit du Nord) and La Banque Postale, which still needs to make efforts to fully satisfy their customers.
Online banking: Nickel points its nose
This year’s surprise is called Nickel. The subsidiary of BNP Paribas is not a pure online bank. It is also, legally, a payment institution. However, it is distinguished for the quality of its digital channels. Its website is thus the best rated, while its mobile application ranks 2nd place. Designed for users who have broken with their bank, who are sometimes banned from banking, the Nickel account represents for them a practical and modern alternative to the Livret A or cash to pay and be paid on a daily basis, and it is hailed for this.
Absent from the charts last year, Boursorama Bank is making a comeback in 2023, winning two trophies for its mobile app and website. Its two main competitors, Fortuneo and Hello Bank, are also present. The first is distinguished for its daily advisers and its website, the second for its daily advisers and projects.
Online banking: comparison of offers
(1) OpinionWay survey for MoneyVox conducted from September 26 to October 19, 2022 with a sample of 5,013 banked French people recruited from a representative sample of the French adult population. (2) Classification as of November 1, 2022.