Banks Must Speed Up Accessibility Efforts

Many banks do not meet the minimum digital standards desired by customers. A recent survey shows that there are still serious shortcomings, particularly in terms of accessibility, even though many banks have already upgraded their technology.

A customer-focused bank needs a modern, user-friendly online presence, smooth online onboarding, and accessible communication across all channels. However, the “Finnoscore Retail Banking 2025” report published in early June shows that many institutions don't meet these minimum standards. The survey, which measures the attractiveness of digital banking services from the customer's perspective based on a total of 390 criteria, reveals significant differences in quality despite technological advances in the industry.

For the Europe-wide benchmark analysis, the consulting firm Finnoconsult, in collaboration with FH Joanneum Graz, examined a total of 245 banks, 80 of which are from the DACH region, in twelve areas such as user guidance, accessibility, omnichannel communication, apps, CSR, and online marketing. The weighting of this year's edition has been updated to reflect changing customer expectations, for example with regard to live advice or digital conversion, according to the study's authors.

Many Banking Services Are Not Accessible

The survey pays particular attention to the implementation of the Barrier-Free Access Act (BFSG), which will come into force on June 28, 2025. Currently, only 33 percent of institutions in the DACH region are implementing visible measures to improve the readability of texts, for example. The report notes particularly slow progress in Germany, where there has been an improvement of only 0.67 percent compared to the previous year. This means that institutions are still far from the Accessibility Score target of 95, it adds.

Too often, there is still no barrier-free access to online services for people with limited abilities or disabilities. The same applies to accessibility in brick-and-mortar branches. In addition to legal risks in the event of non-compliance, such as warnings or fines, financial companies also risk losing trust, the report states.

Hamburger Sparkasse Comes in Third

Nevertheless, the study also reveals some rays of hope: While Erste Bank Austria displaced PKO Bank Polski (Finnoscore 6.59) into second place in the international ranking with a score of 6.72 points, Hamburger Sparkasse came in third with a score of 6.53 points. According to the analysis, it stands out above all for its omnichannel communication, a preferred advisor system, and sustainability initiatives. In a comparison of German banks, the Hamburg-based institution took the top spot, followed by Deutsche Bank with a score of 6.30 and Berliner Sparkasse (score: 6.17).

Scoring Highly with Apps, Responsibility, and Transparency

Overall, 84% of all financial institutions surveyed offer mobile apps with above-average user ratings. Intuitive design, reliable functions, and seamless transactions are the main factors promoting customer loyalty. The analysis also confirms progress in the area of instant digital advice via video or live chat.

In Germany in particular, the use of such services has increased by 17.91%.

32% of global banks are investing additionally in financial literacy programs or CSR seminars. The institutions are also demonstrating social responsibility by promoting volunteer work among their employees and supporting communities across borders.

At the HR level, around 22.5% of institutions are also actively addressing their employer image on platforms such as Kununu and Whatchado. According to the survey, they deal with criticism openly and professionally. This reinforces “their image as a modern, trustworthy, and attractive employer,” the report concludes.

This is a partly automated translation of this german article.