2017 Mobile Banking Scorecard: Security, Service, and Support Keys to a Better Standalone Experience

As mobile banking has matured from a read-only delivery point channel for account updates to a critical transaction and account management hub, consumers’ shifting expectations have begun to outstrip banks’ ability to respond quickly while keeping satisfaction high for millions of existing users. Javelin’s annual Mobile Banking Scorecard analyzes how well the nation’s top 28 retail banks and credit unions are keeping pace. The Scorecard examines more than 150 features of mobile banking apps in six key areas: ease of use, security empowerment, financial fitness, money movement, customer service, and account opening. Going beyond simply meeting customers’ daily informational and transactional necessities increasingly requires banks to integrate these digital deliveries with insight, advice, and a personalized experience that positions the bank as a trusted partner on the path to financial fitness.

Key topics discussed in this report: 

• Which banks deliver a mobile-first experience across all functional areas?
• What critical gaps remain in banks’ baseline mobile banking functionality?
• Which new features have emerged as “must-haves” in the past year?
• How do lingering connections to online banking reduce mobile banking satisfaction?

Companies Mentioned: Bank of America, Ally, Bank of the West, BB&T, BBVA Compass, BMO Harris, Capital One, Chase, Citi, Citizens, Comerica, Discover, Fifth Third, HSBC, Huntington, KeyBank, M&T, Navy Federal Credit Union, PNC, Regions, Santander, SunTrust, TD Bank, U.S. Bank, Union Bank, USAA, Wells Fargo, Zion

Javelin evaluated mobile banking features at the nation’s 28 largest retail FIs by total deposits, excluding banks focused on investment banking. To provide a true customer’s experience, account holders with seasoned checking and credit card accounts evaluated more than 150 mobile app features and captured screenshots for Javelin’s evaluation. Data was collected from June through September 2017. All criteria were reviewed and individually weighted by Javelin analysts.

 The overall weightings applied to the six Scorecard categories were determined by an analysis of mobile banking consumer satisfaction data from Javelin’s annual Digital Banking Benchmarking survey. Consumer data for this survey was collected from an online panel of 10,768 consumers conducted from June to July 2017. The margin of sampling error is ± 0.94% at the 95% confidence level.