Digital Banking Services Award

Evaluation

100% automatic, from the data and evidence you submit

Minimum score to win

70 / 100

Measurement period

Financial year 2025; app store ratings use the weighted average at 31 December 2025

Who can apply

• A bank or digital bank licensed by the central bank
• The nominated digital service has been available to customers for at least 12 months
• No material regulatory sanction or disclosed data breach related to digital channels during the measurement period

Indicators and weights

1. App store rating

   Average rating of the main retail app in the Apple and Google stores in the bank’s main country, weighted by number of ratings, with at least 1,000 ratings in total (so that banks in small markets can compete); below that, enter 1

   15%
   Show points and evidenceHide

   Points

   • 4.5 – < 5 stars 100
   • 4 – < 4.5 stars 70
   • 3.5 – < 4 stars 40
   • 1 – < 3.5 stars 10

   Evidence

   Dated screenshots of both store pages or a report from an independent app analytics tool

2. Digitally active customers

   Share of active individual customers who used digital channels at least once a month in the last quarter of the year

   15%
   Show points and evidenceHide

   Points

   • 70 – < 100 % 100
   • 50 – < 70 % 80
   • 30 – < 50 % 50
   • 0 – < 30 % 20

   Evidence

   Digital platform report reconciled to the number of active customers

3. Digital account opening time

   Median minutes from starting a digital account application to the account being usable, for complete applications without exceptional manual review (enter 1440 if full digital opening is not offered)

   15%
   Show points and evidenceHide

   Points

   • ≥ 60 minutes 15
   • 20 – < 60 minutes 45
   • 10 – < 20 minutes 75
   • 0 – < 10 minutes 100

   Evidence

   Digital onboarding system report with start and activation timestamps

4. Digital banking availability

   Availability of retail digital banking services during the period, excluding pre-announced maintenance

   15%
   Show points and evidenceHide

   Points

   • 99.9 – < 100 % 100
   • 99.5 – < 99.9 % 80
   • 99 – < 99.5 % 50
   • 95 – < 99 % 20

   Evidence

   Automated uptime monitoring report or the technology provider’s report

5. Digital fraud losses

   Total fraud losses in retail digital channels (borne by the bank and customers, after recoveries) as a share of retail digital transaction value, in basis points; large corporate payments are excluded from the denominator so that they cannot dilute the ratio

   15%
   Show points and evidenceHide

   Points

   • ≥ 6 basis points 15
   • 3 – < 6 basis points 45
   • 1 – < 3 basis points 75
   • 0 – < 1 basis points 100

   Evidence

   Fraud management report filed with the regulator, with digital transaction value

6. Share of digital transactions

   Share of individual customers’ financial transactions carried out through digital channels out of all their transactions across channels

   15%
   Show points and evidenceHide

   Points

   • 90 – < 100 % 100
   • 70 – < 90 % 80
   • 50 – < 70 % 50
   • 0 – < 50 % 20

   Evidence

   Transactions by channel report from core systems

7. Customer security controls

   Number of the following four controls in place: strong multi-factor authentication for every financial transaction, device binding, biometric login, customer control of cards and limits in the app

   10%
   Show points and evidenceHide

   Points

   • All four controls100
   • Three controls70
   • Two controls40
   • One control or none10

   Evidence

   Technical description certified by information security with app screenshots

Each indicator gives 0 to 100 points; its share of the total is its weight. Ties are decided by the indicators listed first in the scorecard; payment or package never affects the score.

1. Done

   Nominations open

   26 October 2026 · 13:10

2. Upcoming

   Nominations close

   27 November 2026 · 01:10

3. Upcoming

   Judging starts

   27 November 2026 · 01:11

4. Upcoming

   Judging ends

   4 December 2026 · 13:00

5. Upcoming

   Results announced

   4 December 2026 · 13:10

Times are in Asia/Riyadh (UTC+03:00).