NEW ZEALAND

Mobile App User Satisfaction Surveys

  • APS benchmark: 59.9 points (October 2026 survey)

  • FANs% score benchmark: 71%

  • CRITICs% score benchmark: 21%

  • APS average score: 40 points (October 2026 survey)

October 2026 Survey - Top 10

  • APS SCORE: 71.5

  • APS SCORE: 69.7

  • APS SCORE: 59.9

  • APS SCORE: 59.8

  • APS SCORE: 59.2

  • APS SCORE: 52.8

  • APS SCORE: 45.5

  • APS SCORE: 45.0

  • APS SCORE: 40.1

  • APS SCORE: 39.5

FULL SURVEY RESULTS AND DETAILED USER FEEDBACK FOR EVERY APP

ALIPAY | ANZ GOMONEY NEW ZEALAND | ANZ PLUS | ASB MOBILE BANKING | BNZ MOBILE | FREECASH: EARN MONEY | GOOGLE WALLET | KIWIBANK MOBILE BANKING | KLARNA: SMARTER EVERYDAY MONEY | LATITUDE | PAYPAL - PAY | REMITLY: SEND MONEY & TRANSFER | REVOLUT – ALL THINGS MONEY | RIA MONEY TRANSFER | SHARESIES: GROW YOUR WEALTH | SKRILL - PAY & TRANSFER MONEY | SMARTLY | WESTERN UNION REMIT MONEY | WESTPAC ONE NZ MOBILE BANKING | WISE: INTERNATIONAL TRANSFERS |

ALIPAY | ANZ GOMONEY NEW ZEALAND | ANZ PLUS | ASB MOBILE BANKING | BNZ MOBILE | FREECASH: EARN MONEY | GOOGLE WALLET | KIWIBANK MOBILE BANKING | KLARNA: SMARTER EVERYDAY MONEY | LATITUDE | PAYPAL - PAY | REMITLY: SEND MONEY & TRANSFER | REVOLUT – ALL THINGS MONEY | RIA MONEY TRANSFER | SHARESIES: GROW YOUR WEALTH | SKRILL - PAY & TRANSFER MONEY | SMARTLY | WESTERN UNION REMIT MONEY | WESTPAC ONE NZ MOBILE BANKING | WISE: INTERNATIONAL TRANSFERS |

New Zealand - APS Performance range

Number of Apps by rating - October 2026 Survey

New Zealand - APS Benchmark

BANKING & FINTECH USER SATISFACTION BENCHMARK SCORE (APS) 

The APS Score benchmark sets the bar for an app to stand out from its competitors, based on qualitative user satisfaction surveys.

Market Leaders

Remitly: Send Money & Transfer leads with 71.5, earning a Strong rating associated with high satisfaction and engagement. Western Union Remit Money follows at 69.7, in the Solid category, reflecting broadly positive sentiment, reliability and trust. Ria Money Transfer ranks third with a Moderate rating, matching the score benchmark cited above and indicating a more balanced mix of positive and negative perceptions.

All three leaders focus on international money transfers. Their position suggests that delivering a focused financial task well can be a competitive advantage. Yet none reaches the High-Performer or Excellence tiers, leaving room to raise the standard even at the top.

Market Overview

New Zealand’s October 2026 banking and fintech app survey reveals a divided user experience. Covering 20 apps and 9733 valid responses, the APS from Cassuarina Labs records an average score of 40/100, placing the surveyed apps in the Developing Zone. This signals inconsistent experiences: products deliver value, but friction still interrupts everyday use.

Across the apps analyzed, an average of 49.1% of respondents fall into “Love It,” while 31.1% are “Frustrated” and 6.4% are “Very disappointed.” The remaining 13.5% occupy the “Like It” and “Disappointed” bands. Survey results show enthusiasm and severe dissatisfaction coexisting. The product challenge is to make successful experiences repeatable, especially when users encounter an exception or need assistance.

For teams targeting stronger competitive performance, the survey sets benchmarks of 59.9 for the satisfaction score, 71% for FANS and 21% for CRITICS. These provide three practical targets: reach or exceed the first two and keep the third at or below its benchmark. Improving the average alone is insufficient if a substantial group continues to struggle.

Key Lessons

  • Make speed predictable. Give realistic arrival estimates and proactively explain delays.

  • Show the full cost upfront. Make fees, exchange rates and recipient amounts clear before confirmation.

  • Remove verification dead ends. Provide actionable error messages and a clear recovery path when checks fail.

  • Design support to resolve. Give users access to someone who can take ownership when automated help stalls.

  • Simplify repeat tasks. Make recurring transfers easy while keeping references, recipients and amounts editable.

App Metrics Dataset

Compare every app with detailed survey metrics: APS score, FANs%, CRITICs%, and user satisfaction distributions by score range (0–100) and satisfaction category—“Love It,” “Like It,” and “Disappointed.” Built for benchmarking performance across apps.

NEW ZEALAND - APP METRICS DATASET - OCTOBER 2026 (exclusive content)