UK Mobile Banking Emerging Features Benchmark 2022

How the Top 10 Financial Institutions Are Delivering on Features Consumers Want Most

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About This Report
This fourth annual study ranks 10 UK banks and building societies based on their support of 42 emerging mobile banking features, weighted by consumer demand.
Table of Contents

Executive Summary

As mobile banking’s dominance rises and economic uncertainty looms, UK banks need attractive mobile features to win and hold onto customers. This fourth annual study analyzes 42 emerging features across the top 10 UK banks’ mobile apps to reveal which incumbents are most closely aligned with consumer demands.

3 KEY QUESTIONS THIS REPORT WILL ANSWER

  1. What are the most important emerging mobile banking features that UK financial institutions (FIs) can offer?
  2. Which features do UK bank customers value most?
  3. How do the top 10 banks in the UK compare in their support for features that mobile banking users value most?

WHAT’S IN THIS REPORT? An analysis of the most in-demand emerging mobile banking features an incumbent can offer to attract and engage customers, based on exclusive survey data. We rank the 10 largest UK FIs according to their support of 42 features across six categories. High-street banks can use the findings to guide product roadmap decisions.

KEY STAT: Consumers want better transaction oversight. Setting an alert for unusual account activity was the study’s most in-demand feature by a landslide, with more than half of respondents calling it “extremely valuable.”

Here’s what’s in the full report

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Table of Contents

  1. Executive Summary
  2. Key Findings
  3. Action Points
  4. UK Banks Must Make Impactful Mobile Product Decisions Despite Uncertainty
  5. Leading UK FIs in 2022
  6. Customers’ Most Valued Features in 2022
  7. No. 1: Security and Control
  1. No. 2: Alerts
  2. No. 3: Account Management
  3. No. 4: Digital Money Management
  4. No. 5: Customer Service
  5. No. 6: Transfers
  6. Methodology
  7. Glossary
  1. Survey Demographics
  2. Appendix
  3. Read Next
  4. Sources
  5. Media Gallery

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authors

Matthew Gaughan

Contributors

Tyler Brown
Senior Analyst
Caitlin Cahalan
Researcher, Financial Services
Ona Koehler
Senior Director, Benchmarking
Na Li
Director, Primary Research
Tiffani Montez
Principal Analyst, Banking
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