Standard Chartered has firmly established its leadership in digital banking in Hong Kong through impressive growth metrics and technological innovation, warranting its recognition as Hong Kong’s best digital bank.
In the recent year, the bank has achieved a remarkable 54% increase in digital revenue, while digital wealth management saw an equivalent 53% growth year-over-year. These figures underscore strong momentum in digital sales, supporting the bank’s strategic focus on enhancing digital offerings.
A significant factor in the bank’s success is its focus on customer experience and technological advancements. The deployment of generative AI has enabled highly personalised digital sales strategies, supercharging customer engagements and satisfaction. The launch of Nitro 7.0 for the SC Mobile app notably reduced customer complaints by 35% year-over-year, while maintaining a high customer approval rating of 4.7 out of 5 on the iOS app store.
A significant factor in the bank’s success is its focus on customer experience and technological advancements
The bank’s digital prowess is further evident in its robust growth in the digital and mobile active populations, which now exceeds 1.6 million and 1 million respectively, marking year-over-year increases of 23% and 25%. This growth is complemented by a digital net promoter score of 58.2, a historic high, indicating exceptional customer satisfaction. Additionally, more than 90% of service requests are now processed directly through automated systems, showcasing effective digital servicing capabilities.
Innovative pilot projects such as the generative AI sandbox, open banking initiatives, and a retail central bank digital currency pilot with Blackrock and Mastercard, have positioned Standard Chartered at the forefront of digital banking innovation.
