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Canada Mobile Banking Emerging Features Benchmark 2023 Part 1

Stacking Up Consumers’ Most Wanted Features—and Which Banks Offer Them

Canada Mobile Banking Emerging Features Benchmark 2023

How the Top 7 Financial Institutions Are Delivering on Features Consumers Demand Most

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About This Report
This third annual study ranks the seven largest Canadian banks (by domestic asset size) based on their support for 42 emerging mobile banking features, weighted by consumer demand for each feature.
Table of Contents

Executive Summary

Mobile banking is an increasingly important tool in the fight to win and lock in customers, and Canadian banks can maximize it by aligning offerings with consumer demand. This third annual study reveals which of the seven largest Canadian financial institutions (FIs) by assets are leading the pack, based on our exclusive survey data and analysis of 42 emerging features in their mobile banking apps.

3 KEY QUESTIONS THIS REPORT WILL ANSWER

  1. How can mobile banking help Canadian FIs attract and retain customers?
  2. Which features do mobile banking users in Canada value most?
  3. How do the top seven Canadian FIs compare in their support for features that mobile banking users in Canada value most?

KEY STAT: A quarter of mobile banking users in Canada cited mobile banking capabilities as a main reason for switching banks—up from 16% last year. That raises the stakes for banks to meet consumer demand for emerging features.

Here’s what’s in the full report

4files

Exportable files for easy reading, analysis and sharing.

7charts

Reliable data in simple displays for presentations and quick decision making.

Table of Contents

  1. Executive Summary
  2. Key Findings
  3. Mobile Banking Can Defend Against Account Switching
  1. Leading Canadian Banks in 2023
  2. Consumers’ Most Valued Features in 2023
  3. Methodology
  1. Glossary
  2. Survey Demographics
  3. Media Gallery
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About This Report
This third annual study ranks the seven largest Canadian banks (by domestic asset size) based on their support for 42 emerging mobile banking features, weighted by consumer demand for each feature.
Table of Contents

authors

Tiffani Montez

Contributors

Tyler Brown
Senior Analyst
Eleni Digalaki
Principal Analyst
Ona Koehler
Senior Director, Benchmarking
Na Li
Director, Primary Research
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