Orange Bank is among the best players on the market in terms of everyday banking processes (opening an account, transfers, etc.). Significant efforts have been made since the launch of the offer, in November 2017, to make the processes quicker and more streamlined. In addition, this ranking is the result of the careful listening of the users’ needs and their inclusion from the moment the services are designed via the Customer Club, created in September 2018.
Visible and recognised by its customers, the improved quality of the Orange Bank app has led to a regular increase in the score on the Apple Store, which has now reached 4.4/5.
The wide range of contact channels and the possibility for the customer to choose the best channel are key. The relation-based model offered by Orange Bank, which combines digital – via mobiles and online – and human contact is part of this expectation. In addition to the 200 Orange shops approved as IOBSPs,1 where over 60 % of accounts are opened,2 there is also a Customer Relations Centre and a virtual advisor, Djingo. Since the launch, the bank’s customers have had almost 2 million conversations3 with Djingo.
In the first half of 2019, 20,000 new customers on average joined Orange Bank every month, an increase of 43 % compared with 2018. The bank had 320,000 customers at the end of June, 60 % of whom performed more than one operation per week.2
In terms of uses, the customers particularly appreciate the instant balance, mobile payment and the ability to recharge the account using a bank card. By mid-June, 75 % of iOS customers had activated their Apple Pay mobile payment service.4
Stéphane Vallois, Deputy CEO of Orange Bank, said: “As the newcomer on the market, we are proud to be recognised for the second time. This result confirms our strategy of putting digital technology at the heart of the Orange Bank experience. We will continue to enrich this offer by putting trust and simplicity at the heart of our relationship with our customers.”