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Users of the UBB mobile banking app are growing by over 13% per year
25 June 2025
Since the beginning of the year more than half of the new customers of UBB have been onboarded in a fully remote way
UBB customers log in 14.5 million times in total in the UBB Mobile banking app, which makes an average of 24 logins per customer. This data was presented during the Open Demo Day, a one-of-a-kind event, dedicated to digital innovations, which the Bank organizes for media representatives. Registered users are 985 294 individuals, which is by over 13% more, as compared to the end of 2024, and represent 2/3 of all customers of the Bank and about 85% of the individual active clients of the Bank. The customer satisfaction rate reaches 84%, and the rating of UBB Mobile is 4.8 in Google Play and 4.7 in App Store. This ranks the app among the most liked ones in the Bulgarian financial sector.
„It is very important to us to use in a smart way the data we have, to simplify and personalize our products and services in a digital environment. We are being guided by the „digital first“ and „all-in-one app“ principle, as along with the banking and insurance products we also offer such, following people‘s natural behaviour and needs.“, shared Cristof de Mil, Country Manager of KBC Group in Bulgaria and Chief Executive Officer of UBB, who opened the event.
UBB Mobile enables customers to personalize their app, as along with that provides access to banking, pension and other insurance, as well as transportation services, among which purchasing an electronic vignette, finding of charging stations for electric vehicles, and soon - payment for parking in a paid zone in the large cities. The number of paid utility bills reaches half a million payments per month, making this functionality one of the most frequently used. This was made clear during the first panel of the event, entitled – „Digital trends and their adoption in UBB – all-in-one app, convenient banking, overpersonalization“, involving Sylvia Peneva, Managing Partner, Deloitte Bulgaria, Dimitar Popov, Market Leader for Central and Eastern Europe Region South at Deloitte Central Europe, Tatyana Ivanova, Executive Director Digitalization, Data and Operations at UBB, Innovation Leader of KBC Group in Bulgaria and Miroslav Rizenov, Director Digital Channels at UBB.
According to the global survey of Deloitte about the digital maturity of banking, carried out in 44 countries, Bulgarian banks outstrip global trends in some aspects. Bulgaria registers results that are above the average ones on a global scale, concerning the entirely digital process of becoming a customer of a bank remotely – 39% for Bulgaria, as compared to 33% globally, on average. UBB runs ahead of trends, as 59% of its newly onboarded customers in 2025 have become customers of the Bank in a fully digital way through UBB Mobile. Similar results are registered also for the remote opening of an account, a deposit, or issuance of a debit card, as since the beginning of the year 59% have preferred to do it through UBB Mobile, instead of visiting a branch of the Bank.
In the opinion of Sylvia Peneva, Managing Partner of Deloitte Bulgaria, who presented the survey, banks in Bulgaria are moving to a higher maturity stage, which transcends the introduction of new digital functionalities, and represents a re-thinking of processes and the design of services, so as to improve customer experience through hyperpersonalization, facilitating the access and the speed of their rendering.
These trends are in full alignment with the strategy of UBB, which develops its banking app on the „all-in-one app“ principle. This became clear from the speech of Tatyana Ivanova, Executive Director Digitalization, Data and Operations at UBB and Innovation Leader of KBC Group in Bulgaria. She was open about her ambition to see UBB as the first Bulgarian bank ranked among digital champions on a global scale in two years‘ time. Up to this moment there are only three banks in Central and Eastern Europe in this ranking, according to the survey of Deloitte.
Open Demo Day is a corporate event in a new format, presenting digital innovations, which is going to be organized by UBB and DZI on an annual basis. Its first edition was held on 23.06.2025 in the UBB Millennium Centre building.
