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Who wins the online customers?

A robust sample and validated method paint a clear picture of the performance of all market players in daily banking.

In the second half of March, 2019, we instructed 600 potential customers in the Czech Republic to search online and select their potential new current account supplier online. The sample was divided into two groups: 300 respondents used notebook or PC for their online search. The other 300 respondents went online on their mobile phones.

  • Digital Sales Score
    Study: Current account
    Measurement: March 2019
    Country: Czech Republic
  • Total Desktop Mobile
  • 1 30 28 32
  • 2 22 21 23
  • 3 16 18 14
  • 4 16 16 15
  • 5 15 15 14
  • 6 20 12 12
  • 7 11 12 10
  • 8 10 11 10
  • 9 10 10 10
  • 10 10 9 10
  • Show full list
  • Highest total score
  • Highest score on device
In the fourth quarter of 2018, WUA renewed its questionnaire. The Digital Sales Score is now split into two elements: the  Digital Sales Score and the Digital CX-Score. Read more about it here.

Air Bank confirms its position of a leading provider in online customer acquisition

As in previous banking sector studies (mortgages, personal loans), Air Bank outperformed its competition, achieving a Digital Sales Score of 28 points on notebook/PC and 32 points on mobile.

Air Bank proved to be an attractive brand; it has a well-balanced online presentation and offer, which is supported by effective campaigns for drawing visitors to its site.

In most of the researched categories, Air Bank is “best-in-class”. Equa Bank scores very well on both sales and experience aspects of the research, as it’s able to attract many visitors with its optimized search results (on key search terms) and attractive offer.

Traditional brands fighting to defend their positions

Air Bank was visited by almost half of participants in the study. Equa Bank came close with more than 40% of participants visiting the website. Komerční banka (32%) secured most visits amongst traditional brands. However, its ability to convert visitors to customers was rather low.
In general, traditional banking brands don’t just have to fight to win new customers; they also struggle to retain their current customers. and were the best performing ‘non-banking’ websites in the sample. also had one of the highest ‘continue rates’ after first impression.

Insights Update Current Account Czech republic

Get free high level results in the Insights Update Current Account March 2019
Download Now

The Digital CX-Score

The Digital CX-Score is a representation of the total experience on a website and is based on questions on the themes Look & Feel, Offer, and Brand. Think of, for example, the clear and quick presentation of the offer on a website, and the trust people have in the company behind the website. The score consists of a weighted average of these parts, in which parts that have more impact on the final preference contribute a relatively higher weight to the average. For instance, our analyses show that the elements of Offer and Brand are more important in customers’ final preference than Look & Feel.

  • Digital CX-Score | Desktop
    Study: Current Account
    Measurement: March 2018
    Country: Czech republic
  • Score
  • 1 70
  • 2 66
  • 3 65
  • 4 64
  • 5 62
  • Digital CX-Score | Smartphone
    Study: Current Account
    Measurement: March 2018
    Country: Czech republic
  • Score
  • 1 69
  • 2 67
  • 3 67
  • 4 64
  • 5 63

Explore more insights and data

In the attached document, you will find basic information and data on the performance of key websites and brands competing for the preference of online consumers. We would be happy to discuss the findings in more detail during a personal presentation. Please feel free to contact us any time about the data, methodology, and benefits of the study.

Insights Update Current Account Czech Republic

Get free high level results in the Insights Update Current Account March 2019
Download Now

Goal and Relevance of the study

The goal of this study was to exactly map the digital experience of potential customers who are orienting themselves on opening a new current account online. It’s important to capture consumers’ choices and their reasons for choosing a specific brand/website. WUA has worked on a validated model for the past 10 years. Our model shows as precisely as possible what customers want, what the best practices are, as well as which possible issues each provider faces. A custom-made report is available within two weeks, including an action workshop on location and an accompanying presentation.