In recent years, mobile banking has become one of the key indicators to test the achievements of digital transformation of banking institutions. According to the incomplete statistics of last year’s annual report, the total number of mobile banking customers of the six major state-owned banks has exceeded 1.8 billion (cumulative calculation, regardless of the situation of one person and multiple households, the same below), Industrial And Commercial Bank Of China Limited(601398) , China Construction Bank Corporation(601939) , Agricultural Bank Of China Limited(601288) are the top three.
As an important digital display window and customer access, mobile banking is also a way closest to users. Its operation level truly reflects the comprehensive strength of the bank in strategy, technology, operation, products, brands and other aspects.
According to the annual report of 2021, Industrial And Commercial Bank Of China Limited(601398) , China Construction Bank Corporation(601939) , Agricultural Bank Of China Limited(601288) are listed as the top three individual customers of the three mobile banks, with a total of more than 1.286 billion Industrial And Commercial Bank Of China Limited(601398) disclosed that the number of personal mobile banking customers exceeded 469 million, and the business substitution rate of its mobile banking outlets has exceeded 90% China Construction Bank Corporation(601939) personal mobile banking users reached 417 million, an increase of 7.52%. By the end of 2021, Agricultural Bank Of China Limited(601288) mobile banking had more than 400 million registered customers. In addition, Postal Savings Bank Of China Co.Ltd(601658) mobile banking customers exceeded 326 million Bank Of China Limited(601988) mobile banking has more than 235 million registered users Bank Of Communications Co.Ltd(601328) at the end of the reporting period, the number of monthly active customers of mobile banking was 381103 million.
The reporter found through the annual reports of the six major state-owned banks that in the development of recent years, all banks pay more attention to the construction of mobile banking app. From the comprehensive comparison of APP activity in the past year, Industrial And Commercial Bank Of China Limited(601398) , Agricultural Bank Of China Limited(601288) , China Construction Bank Corporation(601939) are in the top three. Monthly live users are 150 million, 150 million and 149 million respectively. In addition, the reporter noted that mobile banking was mentioned more than 100 times in the annual reports of the six major state-owned banks.
“According to the data disclosed in the annual reports of various banks, Industrial And Commercial Bank Of China Limited(601398) , China Construction Bank Corporation(601939) , Agricultural Bank Of China Limited(601288) and other mobile banks have more than 400 million individual users or registrations. It can be seen that the three banks compete fiercely on the mobile terminal.” Yu Baicheng, President of zero one research institute, told reporters that according to the data, the monthly life of mobile banks of the three major banks increased by more than 30% year-on-year in 2021, which is very difficult. Next, how to further activate stock users, transform them into active users and promote business growth is the focus of mobile banking operations.
With the accelerated pace of online transformation of banks, improving user experience and service quality is becoming the consensus of banking institutions. The reporter noted that the mobile banking of the six major state-owned banks is developing in a fine and innovative direction. Many banks mentioned in the 2021 annual report that they launched “customized” services for the experience and needs of different customer groups.
For example, Industrial And Commercial Bank Of China Limited(601398) has launched several exclusive versions of mobile banking for different application groups. Last year, it innovated and created several exclusive versions to improve the exclusive services of key customer groups such as the elderly, counties, small and micro enterprises, cross-border and payroll, so as to meet the diversified financial needs of customers.
Some banks divide mobile banking into multiple modules according to business needs, or launch new businesses to meet the needs of different customer groups. For example, Bank Of Communications Co.Ltd(601328) ‘s mobile banking fully covers seven modules according to different business types Bank Of China Limited(601988) mobile banking last year launched exclusive services such as credit card channel, private banking zone and “year-old yuechangqing” suitable for the elderly ⑷ it is more convenient for banks to provide provident fund related services in the country.
At the same time, caring for the elderly and improving aging services are also the focus of banks in building online services. For example, Agricultural Bank Of China Limited(601288) launched mobile banking rural version and big character version. When users log in, postal savings mobile banking will automatically identify users over 60 years old, which can quickly realize the convenient switching of “big character version” of mobile banking.
Building an online ecosystem covering a variety of scenarios to meet customers’ use of mobile banking in different life scenarios is one of the important directions for banks to layout online business in recent years. Su Xiaorui, senior analyst of Analysys financial industry, told reporters: “in the future, banks will be more refined in the selection of mobile banking customers. Banking institutions still need to use big data, artificial intelligence and other technologies to tap more potential users, find different user preferences, and constantly optimize the ‘human + Digital’ online service platform.”
