2024 Online Banking Scorecard

The 2024 Online Banking Scorecard reinforces that consumers demand two things in particular: simplicity and security. These desires drive more than 60% of satisfaction in online banking and underscore two important themes this year: (1) Top financial institutions are intent on developing websites that are intuitive, logical, and easy to learn, and (2) they are increasingly deputizing customers in the fight against fraud. U.S. Bank won Best in Class status in the ranking of the 20 biggest U.S. banks, followed by Bank of America and Wells Fargo. It marked the first time Bank of America has not topped the rankings since 2018. U.S. Bank, which also won Best in Class in Javelin’s 2024 Mobile Banking Scorecard, made its mark with consistent excellence. It ranked second in four of the six categories, including the three top-weighted categories. 

This scorecard covers 233 criteria in six categories: Ease of Use, Security Empowerment, Money Movement, Financial Fitness, Customer Service, and a new category, Relationship Deepening. The latter category underscores the importance of engaging glance-and-go customers with features that not only enable customers to open accounts efficiently but also boost awareness and usage of digital features, build loyalty, and bolster primary-FI status long after the account is opened. 

Key questions discussed in this report:

• What strategic goals should digital banking leaders prioritize? 
• Which online features will help an FI stand out from the pack? 
• How are leading FIs forging the way in online banking?

Companies Mentioned:

Ally Bank, Apple, Atomic, Bank of America, Beeline, BMO, Capital One, Chase,, Citi, Citizens, Clearing House, Coconut Software, Early Warning Services, Fifth Third, Google, Huntington, Ignite Sales, Key, Loan Depot, M&T, MX, Navy Federal, Nerd Wallet, Pinwheel, PNC, Regions, Rocket Mortgage, Santander, SmartZip, TD Bank, Truist, U.S. Bank, USAA, Venmo, Wells Fargo, Yodlee, Zillow, Zogo