An average of 73% of banked Moroccans use at least one online service from their bank, according to a Sunergia Group study.
This figure is in line with the global average, according to a report published by Deloitte in 2018, says this study entitled “Online services of banks in Morocco: what satisfaction rate?.
According to the results of this study based on a comparative analysis of two surveys conducted respectively in 2020 and 2022, the level of customer satisfaction with online banks, whether connected or not is estimated “good.
This satisfaction is mainly due to the improvement of online banking services offered to customers, explains the same source.
In 2022, the payment execution operations are increasingly growing. Bank Al Maghrib forecasts that mobile wallet users will increase from 0.4 million in 2019 to 6 million by 2024, with a total number of 1.3 billion transactions.
In terms of digitalization, BMCE Bank (Bank of Africa currently) is ranked first with an online service satisfaction rate of 98%, with more than three quarters (84%) of users saying they are “very satisfied”.
This high satisfaction rate is not surprising, given that in February 2018, Bank Of Africa won the Bronze Trophy in the ‘Best Integral Phygital Campaign’ category for its ‘Connected Bank’ campaign at the 2nd edition of the Moroccan Digital Awards, which rewards the most innovative brands in the digital field in Morocco,” recalls the same source.
Al Barid bank and CIH are next in the ranking, with 97% and 96% satisfaction rates for online services respectively. They are followed by the Banque Populaire with a lower satisfaction rate of 95%, the same source said.
Finally, 88% of Attijariwafa Bank users are satisfied with the bank’s online services,” notes the study.