How tech savvy are New Zealand banks?

BNZ and ANZ both offer Apple Pay and but only BNZ offer Android Pay (although ANZ is still advertising that on Android you can use ANZ’s own custom solution rather than Android pay). Unfortunately ANZ bill payees don’t synchronise between the website and mobile phone resulting in having to set things up twice but on the upshot they do have temporary blocking for their cards if you find yourself in a spot of bother wondering whether you’ve lost it or whether it has just fallen down the back of a sofa. There is a thread online where a BNZ representative has talked about implementing that soon but that being said BNZ do have a 24 hour number.

The BNZ website is very visually orientated which I enjoy and unlike ANZ, when it comes to updating details the details are updated then and there, and you can see what the current details are and whether it needs to be update where as with ANZ you neither see before or after thus leaving the end user wondering what they need to update resulting in having to fill out more information than required. There is also a consistency between what is on the website and what is in the application itself – very much like what Westpac One is attempting to do so that one doesn’t feel as though the smart phone app is the poor cousin to the full website experience.

Westpac did a complete reboot of their online banking but unfortunately even after a year it still hasn’t addressed some pretty basic things like the ability to close accounts online and only just got the ability to apply for a balance transfer online. Westpac does have a temporary block but the problem is the the temporary block only lasts for a certain number of hours and if you don’t unlock if it disappears from available cards – if it is only a temporary stop then they really do need to note what the length of time is and what occurs after that length of time. Unlike ANZ, Westpac lacks the ability to change ones card pin online however they are gradually moving things into the cloud – the question is whether they do it at a speed that at least keeps them in the middle of the pact rather than falling behind.

ASB used to be the standard bearer when it came to being at the cutting edge of technology adoption (which was the reason I originally started being with them) but unfortunately over the last couple of years they’ve fallen further and further behind especially when it comes to the out of date look and feel of their online banking application – both the website on the computer as well as the application on the phone. Yes, the look and feel of a website and overall presentation because that is the firs interaction that a customer has with an organisation – whether the bak appears to be cutting edge, conservative, reliable etc. are all senses that people get from the way in which the organisation and products are branded.

There is also the lack launching Apple Pay or Android Pay is eventually going to undermine any sort of retention for not only the technology orientated customers but also the next generation where the expectation is that it can be all done online and when a new technology like Apple Pay is launched that ASB jump in as fast as possible rather than dragging their heals as with the case of Westpac even though their parent organisations (Westpac Australia and Commonwealth Bank) have both started providing Android Pay with Apple Pay probably around the corner when they see sufficient demand (based on the data they have regarding who is using their smart phone application and which platform it is being run on).

In conclusion: It appears that in terms of technology and freshness the new kid on the block is BNZ with Westpac coming up as a closet second but ASB has fallen from being a trend setter to sitting somewhere in the middle with ANZ slipping forwards last place as the likes of the Co-operative bank with its new core banking system is allowing them to build up gradually (keeping in mind the resources they can pull on is a lot smaller given that they’re not owned by an Australian bank).

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