2025 Mobile Banking Scorecard

U.S. Bank won Best in Class in Javelin Strategy & Research’s 2025 Mobile Banking Scorecard for the second consecutive year. U.S. Bank topped the charts in the Financial Fitness, Customer Service, and Relationship Deepening categories. It held off the charge of Bank of America—which was among the top three in every category but one—and Truist, which was a runner-up in Financial Fitness and Money Movement. 

Javelin ranks the 20 top U.S. financial institutions each year based on 236 criteria in six categories, which are weighted according to consumer satisfaction with mobile banking. They are: Ease of Use, Security Empowerment, Customer Service, Money Movement, Financial Fitness, and Relationship Deepening. 

This year’s scorecard highlighted: 

• The growing role of chatbots across the mobile experience and where they continue to fall short.
• Security features and content that engage customers in the fight against fraud.
• The redesign of money movement landing pages that still fail to help consumers understand their options.
• How account insights begin to overlap with alerts but create better opportunities to engage customers.
• The inability of most chatbots to properly escalate questions when they fail, risking customers’ ire.
• Missed opportunities to gain direct deposits, highlight new features and their value, and deliver contextual cues to personalize the experience.

Key questions discussed in this report: 

• What categories have seen the greatest innovation in the past 12 months?
• What have FIs done to encourage greater engagement among mobile app users?
• How have FIs’ mobile priorities shifted in the past year?
• Where do FIs continue to see challenges from fintechs for consumers’ attention and deposits? 

Companies Mentioned: 

Ally Bank, Bank of Americax, BMO, Capital One, Chase, Chime, Citi, Citizens, Fifth Third, Huntington, Key, M&T, Navy Federal, PNC, Regions, Santander, SoFi, TD Bank, Truist, U.S. Bank, USAA, Varo Bank, Wells Fargo