The new Retail Edition of the Finnoscore 2025 has just been released – once again raising the bar for digital excellence in retail banking. This independent benchmark study, conducted by Finnoconsult, part of AOE, evaluates over 240 banks worldwide using 390 criteria across 12 dimensions. Its aim: to make the digital maturity of banks transparent and comparable.
What’s New in 2025?
- Accessibility in focus: For the first time, the score includes the new Accessibility Strengthening Act (BFSG) as a benchmark.
- Customer centricity: Banks with a strong UX strategy, intuitive app design, and seamless onboarding score significantly higher.
- Real-time communication: Features like live chat, video consultations, and co-browsing are recognized as key success factors.
Who’s Leading the Way?
- A Canadian bank breaks into the top 5 for the first time – underlining the increasing global competition.
- Universal banks are gaining ground, outperforming neobanks by offering consistent omnichannel experiences.
- N26 and Revolut fall behind – primarily due to a lack of personal touchpoints and limited support options.
Why It Matters for Your Bank
- Use the Finnoscore as an objective benchmark to evaluate your digital strategy.
- Identify clearly where your institution stands – and where untapped potential lies.
- Gain insights into key areas such as UX, accessibility, onboarding, support, and omnichannel communication.
Finnoscore in the Media
The 2025 Finnoscore generated strong media coverage:
The media response confirms: the Finnoscore is a trusted indicator of digital competitiveness in the financial industry.
Conclusion
The 2025 Retail Edition provides valuable insights into the digital performance of retail banks. For decision-makers, it's a strategic tool to sharpen their digital roadmap. As part of the AOE Group, Finnoconsult supports banks with in-depth analysis, benchmarking, and hands-on strategy workshops.
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