2024 Mobile Banking Scorecard

The 2024 Mobile Banking Scorecard highlights the growing importance to consumers of an intuitive experience and a secure application to manage their accounts. Together these two areas account for nearly two-thirds (63%) of consumers’ satisfaction with mobile banking, per Javelin’s most recent digital banking satisfaction driver analysis of more than 10,000 consumers’ adoption and use of digital banking channels. A growing gap between leading banks and the rest of the top 20 demonstrates the importance of paying attention to these key areas. 

U.S. Bank’s mobile app won Best in Class status in the ranking of the 20 largest U.S. institutions, followed by Bank of America and Wells Fargo. The same three banks also topped Javelin’s Online Banking Scorecard. It marked the first time since 2018 that Bank of America has not emerged in the top slot. As FIs grapple with balancing features and functionality between channels, U.S. Bank has used broad-based, continuous improvement to tweak its mobile experience to satisfy users’ needs in almost every category. It earned nearly 70% of the available points in the mobile scorecard, well above the 41% median score among the top-20 FIs. 

This scorecard covers 237 criteria in six categories: Ease of Use, Security Empowerment, Money Movement, Financial Fitness, Customer Service, and Relationship Deepening—a brand new category that measures how well banks are going beyond consumers’ transactional needs to forge stronger primary banking relationships. 

Key questions discussed in this report:

• What categories have seen the greatest change in the past 12 months? 
• What have FIs done to encourage greater engagement? 
• How have FIs’ mobile strategies shifted in the past year? 
• What gaps in capabilities still exist among the 20 largest FIs?

Companies Mentioned: 

Ally Bank,  Apple,  Atomic,  Bank of America,  BMO,  Capital One,  Chase,  Citi,  Citizens,  Clearing House, Early Warning Services,  EngageWare, Fifth Third, Google,  Huntington,  Key,  M&T,  Navy Federal,  Pinwheel,  PNC,  Regions,  Santander,  TD Bank,  Truist,  U.S. Bank,  USAA,  Venmo,  Wells Fargo