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Join on Telegram Rabat – Moroccans’ satisfaction with online banking services increased from 76% to 91% between 2020 and 2022, a survey by Moroccan market research firm Sunergia says.
Titled “Online Banking and Customer Satisfaction: Which bank is the most successful?,” the survey suggests that bank digitization has increased in the last two years, owing in part to the Covid-19 pandemic and travel restrictions.
It also found that 73% of Moroccans use at least one online banking service.
BMCE Bank is at the forefront of digitalization in Morocco, with a 98% online service satisfaction rate and more than 75% of users stating they are “very satisfied” with its digital services, the survey showed.
Al Barid bank and CIH ranked second and third, with respectively 97% and 96% satisfaction rates for online services. Banque Centrale Populaire (BCP) ranked fourth with 95% satisfaction rate. Meanwhile, 88% of Attijariwafa Bank customers said they are pleased with the bank’s online services.
The Sunergia report further indicates there has been an increase in mobile transactions, noting that Morocco’s central bank, Bank Al-Maghrib (BAM), expects mobile wallet users to grow from 0.4 million in 2019 to 6 million by 2024, with a total number of 1.3 billion transactions.
The rise of online banking has had an impact on bank branch locations, while “the number of bank branches in the country has decreased by 29 branches to 6,510 in 2020,” the survey concluded.
Due to the closure of bank branches, many Moroccan banks have created 100% online offers that allow the creation and management of remote accounts, such as L’bankalik by Morocco’s largest banking group, Attijariwafa bank.
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