ASB has been recognised as the country's top online bank in Canstar's inaugural annual online banking award.
Banks were assessed on how they used technology to provide the functionality customers valued most including security, information and tools to keep them informed about financial products on offer.
Canstar New Zealand national manager Derek Bonnar said it was not simply looking at the transactional capability, but how much of someone's banking could be managed online.
"Institutions that scored well here interact with customers through internet banking, whether that's through personal messaging, stripped down or prepopulated applications for existing customers, or allowing customers to manage their banking relationships online.''
In 2010 ASB launched a service called Virtual Branch where users could chat through Facebook to bank staff, setting up automatic payments and direct debits through the social networking site as well as getting advice on products.
This year it launched ASB Triple Check adding three extra security questions from the bank when people buy online through independent websites that use 'Verified by Visa' or 'MasterCard SecureCode'.
Canstar said ASB was also ''paving a new era of online banking'' with its iPhone and Android mobile phone apps and budgeting software Track my Spending, an online tool for internet banking customers to categorise their purchases.
It made special mention of ASB's mobile banking app, which recently passed 100,000 downloads.
ASB's general manager brand experience and digital channels, Anna Curzon said listening to customers and responding by developing the technology and services they wanted was a hallmark of ASB.
"We're proud of the online and mobile banking experiences we've created and our customers seem to agree in terms of the feedback we continue to receive and the support they have shown with more than 25,000 upgrading to the new ASB Mobile app in the past 10 days alone," she said.
The app was recently upgraded to let customer to make payments from smartphones using mobile phone numbers and email addresses instead of a bank account number.??? ?
Kiwibank got a nod for its online banking relationships by using a personalised online relationship manager for each customer. The manager wishes the customer happy birthday on behalf of the bank, can review customers' accounts and gives them specialist advice through mobile and internet banking.
''With the success of these developments, the only way is forward for new innovations to continue closing the gap between customers and their bank,'' Bonnar said.
Canstar analysed how easy the process was to make applications for credit cards, personal loans, mortgages and deposit accounts online, how quick feedback was provided and if online help was available in methods like email or Skype.
With mobile banking, it looked at the availability of transactions and other functions and how compatible the service was with phones.
Canstar also assessed the public websites of the banks for their transparency in providing product information and how intuitive the layout of the websites were.
It looked at the tools it offered online such as 'What will my repayments be?' and 'How much could I borrow?' mortgage calculators and other budgeting online. For web 2.0 interaction, Canstar assessed if banks had active Twitter and Facebook accounts, forums and public feedback areas.
- ? Fairfax NZ News
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