Digital & Decentralized Finance, Blockchain Daily News
              



Neobanks – Game changers, but do they really care about their customers?


by Arun Krishnakumar.



Neobanks, digital banks, challenger banks – I don’t want to get into the exact specification of how and why we classify Fintechs across this complicated taxonomy. Neobanks have gone from strength to strength in the last three years. Especially in Europe, progress has been phenomenal.

Revolut, Starling, Monzo, N26, Tide and the list goes on. But apart from a cool customer journey at onboarding, better digital banking experience, do they offer anything meaningful? Do they really care more about their customers than the traditional high street banks?

Based on the news release yesterday about Revolut launching in Australia, their customer base was set to surpass the 5 Million mark. Monzo hit 2 Million users and are growing at about 150,000 customer per month. Starling have a relatively modest customer base of 600000, and also have a reputation that their services were as good as Monzo if not better.

I think atleast some of them have grown to a scale where they can be considered as operational banks. Let us therefore quickly go through how they are doing across different aspects of digital banking.
Onboarding: This is perhaps what digital banks have all been amazing at. A few months ago, when I moved from an iPhone to an Android phone, it took me about a minute or two to move my Revolut account to the new phone. My Barclays app is still not completely set up on my new phone.
This is true if you looked at business banking accounts as well. I had to wait for weeks to get a Barclays or a HSBC business bank account, whereas opening a Tide business banking account was a breeze. This is nothing new about Neobanks – we always knew they were champions at the onboarding customer journey.

Product Offering: I have found Neobanks good at their core proposition. Revolut for example, had a phenomenal uptake for the FX card and the app they have with it. However, they have taken a narrow and a deep approach to their product offering. That’s a very startupish way of developing a proposition.
I think, it’s high time Neobanks started to cross-sell products to their clients. Their product suite has been shallow in comparison to mainstream banks. Interest rates on accounts have been lower, business bank account balances have been lower, and some of the more advanced multi-user functionalities a business bank account needs are still work in progress – and those are just a few examples in already existing products.

They have all been focusing on growth and it’s understandable why they haven’t got the breadth of product offerings. However, the execution of their core offering has been excellent. For example, the user experience on tagging and managing transactions is good on these platforms. However, integration with ATMs or services like Paypal have been missed out by some of these Neobanks.

Customer Service: This is perhaps one area that decides if Neobanks are really providing the service quality they claim. Revolut have been making headlines for several wrong reasons recently and have almost got the “Spoilt Child” tag amongst Neobanks. Monzo recently had a breakdown of systems and that caused some noise on social media. Complaints data give us a bit of a perspective of what customers feel.

With 5 Million customers Revolut had 171 FOS complaints registered
With 2 Million customers Monzo had 82 complaints registered
With 600,000 customers Starling bank had 51 complaints registered

I have seen some illogical comparisons between them and the high street banks based on the number of complaints. Some high street banks have 100,000s complaints registered with the Financial Ombudsman Service (FOS). But they also provide so many different product lines which the Neobanks don’t.

Therefore, it can’t be a like for like comparison. Comparisons could be at a product line level between a high street bank and a Neobank, however, I am not sure if that data is available.

With a simple AUM like calculation, Barclays at £1.13 Trillion AUM is 23 times bigger than Revolut that is £50+ Billion. Revolut’s 171 complaints feels pretty low even in that sense as 171*23 is ~4000 complaints. Although Revolut took some negative PR for its recent misadventures, the number of complaints per customer is not too different between them and the other top Neobanks.

Financial Inclusion: Let us look at some of the steps towards inclusion that the Neobanks have taken. 50% of UK bank branches have shut down in the past 30 years. However, Neobanks are creating new on the ground contacts to allow for more inclusion in a seamless way. Starling bank have partnered with Royal mail to accept cash from their customers. Monzo used paypoint in a similar manner creating over 30,000 points for customers to deposit cash.

They are also looking to be more inclusive from an age perspective. Less than 5% of Monzo’s customer base are over 60 years old, and that data can improve. Monzo, Revolut and Starling bank are all ramping up efforts to reach out to people of all age groups. This also makes commercial sense as people in their 60s generally are richer than people in their 20s.

As we can clearly see that, based on the data, Neobanks have just arrived. They have a long way to go before data can categorically drive conclusions on how well they have done (or not). With China’s Techfins piling money into the Neobanks of the west, may be it will not be long before we see Neobanks punching above their weight against high street competition.

Whether they compete with the mainstream banks is one question, but whether they will keep their culture of innovation and customer centred approach intact as they grow is yet another question.

Arunkumar Krishnakumar
Arunkumar Krishnakumar
Arunkumar Krishnakumar is a VC investor focusing on Inclusion, a writer and a podcast host.
I have no positions or commercial relationships with the companies or people mentioned. I am not receiving compensation for this post.
dailyfintech.com

FINYEAR & CHAINEUM

Lisez gratuitement le quotidien Finyear & sa newsletter quotidienne.
Recevez chaque matin par mail la newsletter Finyear, une sélection quotidienne des meilleures infos et expertises en finance digitale, corporate finance & crypto finance.

Read for free The daily newspaper Finyear & its daily newsletter.
Receive the Finyear's newsletter every morning by email, a daily snapshot of the best news and expertise in digital finance, corporate finance & crypto finance.

------------------------

Chaineum :
Fondée en 2015, Chaineum est un cabinet de conseil en opérations de haut de bilan offrant une expertise de premier plan en matière d’ICO et STO, avec une vision stratégique orientée tant vers le métier de ses clients que sur la technologie blockchain. A ce titre, Chaineum a participé à la mise en œuvre de bonnes pratiques dans le secteur (ICO Charter, Security Token Network).
La division services blockchain de Chaineum, développe la technologie Chaineum Segment, une blockchain privée orientée objets.

About Chaineum:
Founded in 2015, Chaineum is a leading corporate finance advisory firm with a strong expertise in ICO and STO, and a strategic focus on both its clients' business and blockchain technology. As such, Chaineum paved the way in the implementation of certain best practices in this sector (ICO Charter, Security Token Network).
Chaineum's blockchain services division, is developing Chaineum Segment technology, an object-oriented private blockchain.

-------------------------

No Offer, Solicitation, Investment Advice, or Recommendations

This website is for informational purposes only and does not constitute an offer to sell, a solicitation to buy, or a recommendation for any security, nor does it constitute an offer to provide investment advisory or other services by FINYEAR.
No reference to any specific security constitutes a recommendation to buy, sell or hold that security or any other security.
Nothing on this website shall be considered a solicitation or offer to buy or sell any security, future, option or other financial instrument or to offer or provide any investment advice or service to any person in any jurisdiction.
Nothing contained on the website constitutes investment advice or offers any opinion with respect to the suitability of any security, and the views expressed on this website should not be taken as advice to buy, sell or hold any security. In preparing the information contained in this website, we have not taken into account the investment needs, objectives and financial circumstances of any particular investor.
This information has no regard to the specific investment objectives, financial situation and particular needs of any specific recipient of this information and investments discussed may not be suitable for all investors.
Any views expressed on this website by us were prepared based upon the information available to us at the time such views were written. Changed or additional information could cause such views to change.
All information is subject to possible correction. Information may quickly become unreliable for various reasons, including changes in market conditions or economic circumstances.

Jeudi 20 Juin 2019
Notez


Nouveau commentaire :
Twitter

Your email address will not be published. Required fields are marked *
Votre adresse de messagerie ne sera pas publiée. Les champs obligatoires sont indiqués avec *

Finyear: latest news, derniers articles

Free Daily Newsletter / Newsletter quotidienne gratuite


Cryptocurrencies



Finyear - Daily News