BBVA Compass mobile app deemed a leader by Javelin Strategy & Research in two categories in 2018 Mobile Banking Scorecard

- Elite group: BBVA Compass awarded twice over for prowess in "ease of use" and "customer service"

- Five years running: BBVA Compass Mobile Banking App consistently awarded by the independent research firm

- Weighting: The two categories make up more than a third of overall weighting of the study, indicating their relative importance to customer experience

October 10, 2018

HOUSTON, Oct. 10, 2018 /PRNewswire/ -- The BBVA Compass Mobile Banking App was named a leader in both the ease of use and the customer service categories in Javelin Strategy & Research's 2018 Mobile Banking Scorecard, marking the fifth consecutive year the app has been recognized as a leader in mobile banking by the independent research firm.

BBVA Compass corporate logo (PRNewsFoto/BBVA Compass)

Javelin Strategy & Research's Mobile Banking Scorecard looks at more than 200 features of the mobile banking apps from the nation's top 28 financial institutions to understand how they are managing customers' changing expectations for mobile banking experiences in six key areas:  money movement, ease of use, security empowerment, financial fitness, customer service, and account opening.

In the two areas where BBVA Compass was recognized as a leader - ease of use and customer service - Javelin indicated it was looking to assess customers' overall satisfaction with the bank's creation of an intuitive, mobile-first experience and that it provided immediate in-app support and connection to key resources. Together, the two categories make up more than a third of the weighting of the study, with "ease of use" being the most critical component given its higher impact on overall satisfaction. Only three banks are dubbed leaders in each category.

"We keep preaching about the advanced functionality of the bank's mobile app, but it's one thing for us to crow about it, and quite another to have an independent third party agree," said BBVA Compass CEO Onur Genç. "Having their endorsement that the time and effort we spend understanding consumer expectations for their digital experience and how we can meet and exceed each of them is proof that the work we are doing in digital matters."

In considering the apps' ease of use, banks were evaluated on:

  • Range of login options
  • Pre-login access to balance and transactions
  • Intuitive top-level navigation
  • Robust sorting/searching of transaction data
  • In-app search function
  • Interface options/personalization

For customer service, Javelin reviewed:

  • Statement access & delivery management
  • Rewards & offers view and redemption
  • Real-time service options (chat, click-to-call, bot)
  • Profile management & updates
  • Contextual help content
  • Authentication pass-through to call center

Javelin Strategy & Research recognized BBVA Compass' mobile app most recently in 2017 as a leader for Ease of Use. It was also named a leader in Functionality by Javelin for three consecutive years previous to that and awarded for Most Comprehensive Alerts in 2016. In addition, Javelin recognized BBVA Compass as a leader in Financial Fitness in its 2017 Online Banking Scorecard, praising the bank for providing a notable online banking experience that guides customers on a financial journey.

"We take a lot of pride in the honors received from Javelin over the years, particularly since so many of them are related to how easy and convenient it is for customers to use our mobile app," said BBVA Compass Head of Mobile and Online Banking Alex Carriles. "It's important to us that our customers see us as an essential piece of their banking experience, and that the experience they receive in every channel in which they interact is seamless. This tells us we are succeeding and that our customers consider our mobile app to be both the bank in their pocket and their partner in financial success."

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About BBVA Group
BBVA (NYSE: BBVA) is a customer-centric global financial services group founded in 1857. The Group has a strong leadership position in the Spanish market, is the largest financial institution in Mexico, it has leading franchises in South America and the Sunbelt Region of the United States; and it is also the leading shareholder in Garanti, Turkey's biggest bank for market capitalization. Its diversified business is focused on high-growth markets and it relies on technology as a key sustainable competitive advantage. Corporate responsibility is at the core of its business model. BBVA fosters financial education and inclusion, and supports scientific research and culture. It operates with the highest integrity, a long-term vision and applies the best practices. More information about BBVA Group can be found at

About BBVA Compass
BBVA Compass is a Sunbelt-based financial institution that operates 645 branches, including 332 in Texas, 89 in Alabama, 63 in Arizona, 61 in California, 45 in Florida, 37 in Colorado and 18 in New Mexico. BBVA Compass ranks among the top 25 largest U.S. commercial banks based on deposit market share and ranks among the largest banks in Alabama (2nd), Texas (4th) and Arizona (6th). BBVA Compass has been recognized as one of the leading small business lenders by the Small Business Administration (SBA) and ranked 6th nationally in the total number of SBA loans originated in fiscal year 2017. Additional information about BBVA Compass can be found at For more BBVA Compass news, follow @BBVACompassNews on Twitter, visit, or visit



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