J.D. Power Mobile App Certification to Help Consumers Identify Best Mobile Customer Experience

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Bank of America Becomes First Company to Achieve Certification

Building on the trust consumers and brands have put in J.D. Power studies for decades, the marketing data and analytics company today announced the J.D. Power Mobile App Certification ProgramSM to recognize brands that provide an exceptional mobile app experience.

This exclusive program reflects the commitment and dedication of select brands to provide their customers with a mobile app experience that meets today’s consumer expectations.

Bob Neuhaus
Bob Neuhaus

“The Mobile App Certification Program will assist consumers who are looking for an exceptional mobile app experience,” said Bob Neuhaus, Senior Director of Banking and Credit Card at J.D. Power. “Certified brands also will benefit by leveraging the J.D. Power brand and promoting their organization’s commitment to an outstanding mobile app customer experience.”

Bank of America is the first organization to achieve J.D. Power Mobile App Certification powered by Centric Digital.

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“With 24 million mobile customers and growing, we remain committed to delivering solutions that make it easier for our clients to manage their financial lives as an extension of their daily digital activities,” said Michelle Moore, head of digital banking at Bank of America. “Receiving the J.D. Power Certification is a testament to this commitment and we’re pleased that with more than two million apps on the market, we’re the very first app to accomplish certification on behalf of our customers.”

As the first qualification criterion, brands must rank among top performers in the most recent J.D. Power North American Mobile App Satisfaction IndexSM.  Benchmark rankings are based on overall customer satisfaction with the mobile app experience for 259 brands across 11 industries.

In addition, qualifying brands must pass a rigorous evaluation of 250 mobile app experience and operational best practices conducted by J.D. Power in collaboration with Centric Digital. The 250 are a subset of Centric Digital’s DIMENSIONS, a classification system comprised of more than 3,000 digital best practices called “classifiers” and used by industry leaders to benchmark digital performance. These mobile best practices include, but are not limited to, navigation design; messaging & notifications; mobile channel management; app store performance; user interface design; and digital process and governance.

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Once certified, a brand is permitted to market its achievement for 12 months with such marketing tools as a J.D. Power Mobile App Certification trophy, online marketing collateral and in-store merchandise displays. Certified brands also will be listed on jdpower.com for consumers to search while shopping.

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