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Bankia’s digital channels, leaders in Spanish banking

The report highlights the "high availability throughout the quarter" of all online channels in the entity's customer service.

Communication Bankia

By  Communication Bankia

Publish on 
22 April 2020 - 14:00

  • The bank obtains the best score in digital channels for both private customers and companies
  • The App of the entity and its channel 'Bankia Online', both for private customers, have obtained a score of 'AA' in the ratings of AQMETRIX for the first quarter of the year, while 'Bankia Online Business' has received a score of 'AAA '.
  • Bankia, whose score improves from the previous quarter in all its digital channels, obtains this result at a time when online banking is key to avoiding having to go to an office as part of the measures to fight against Covid-19

Bankia’s digital channels consolidate their position as leaders of online banking in Spain, according to the latest quarterly ratings by AQMETRIX, the independent consultancy firm specialised in rating the quality of digital banking services.

The App and the Bankia Online channel, both for individuals, have been rated 'AA' ("very high", according to the rating system of the company), while Bankia Online Business has obtained an 'AAA' score (“excellent”), which is the highest score for online banking in Spain, both for individuals and for companies.

Regarding the first quarter of 2020, AQMETRIX notes, among the highlights of Bankia’s digital channels, a decrease in waiting times, an improvement in the volume of requests and solutions, complete aggregation and categorisation service and extensive information on securities and markets.

In addition, the “very high availability throughout the quarter” of the bank’s online channels is highlighted. All this has allowed the bank to consolidate or improve the ratings of the previous quarter for all its digital channels.

The aspects on which AQMETRIX bases the rating are 'Availability and Speed' (measures the availability of the service, the time it takes to perform the main tasks, navigation, speed and download processes), 'Customer Service' (measures the quality of response, deadlines and waiting times and the response itself) and 'Functionality '(measures the functional development of the products and services offered to customers in different environments -website or App- in which the entity provides its digital banking services).

AQMETRIX is an independent consultancy firm specialised in rating the quality of the service offered by online banking worldwide. It carries out a periodic analysis of service provision and the range of products of the main market actors and has more than 150 qualified entities in more than 16 countries in Europe and America.

The publication of these ratings comes at a time when online banking services are key for customers to avoid unnecessary travel to offices to fight against Covid-19. In this regard, and although Bankia has kept most of its offices open, the bank recommends using its remote channels (online banking, App, telephone service, 'Connect with your Expert', ATMs, etc.).

At the end of 2019, more than 53% of the entity's customers were already digital customers, an increase of 12.8% from the previous year. Meanwhile, Bankia's digital sales accounted for 36% of the total, an increase of over 20% during the year.


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External Communication Direction

Virginia Zafra de Llera


Press Relationship

Guillermo Fernández Martín

Mariano Utrilla Cortijo

Irene Rivas García

Belén Porras Povedano

María Campos Lages

María José Cabeza Calderón


Digital Communication

Ana Bernad Colás

Leticia Lucio Álvarez

María Navarro Caballero


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