US Mobile Banking Emerging Features Benchmark 2022

How the Top 20 Financial Institutions Compare on Consumers’ Most In-Demand Features

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About This Report
This sixth annual study ranks mobile app capabilities across 20 US financial institutions on 42 emerging features, weighted by consumer demand.
Table of Contents

Executive Summary

US consumers are pulling back on new financial relationships amid recession worries, but those still looking for a new bank call mobile their top concern. This sixth annual study analyzes 42 emerging features across the top 20 US financial institutions’ mobile apps to determine which are best positioned to reel in prospects and keep existing customers satisfied.

3 KEY QUESTIONS THIS REPORT WILL ANSWER

  1. What are the most important emerging mobile banking features that US financial institutions (FIs) can offer?
  2. Which features do US mobile banking users value most?
  3. How do the top 20 FIs in the US compare in their support for these features?

WHAT’S IN THIS REPORT? An analysis of the most in-demand emerging mobile banking features an FI can offer to attract and engage customers, based on exclusive survey data. We rank the 20 largest US FIs according to their support of 42 features across six categories. FIs can use the findings to guide their product road map.

KEY STAT: Data security remains consumers’ top priority. Seeing Social Security number (SSN) breach notifications was the study’s most in-demand feature for the second year in a row, with more than half of mobile banking users 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. US Banks’ Mobile Product Investments Have Never Been More Important
  5. Leading US FIs in 2022
  6. Customers’ Most Valued Features in 2022
  1. No. 1: Security and Control
  2. No. 2: Account Management
  3. No. 3: Alerts
  4. No. 4: Transfers
  5. No. 5: Customer Service
  6. No. 6: Digital Money Management
  1. Methodology
  2. Glossary
  3. Survey Demographics
  4. Appendix
  5. Sources
  6. Media Gallery

Charts in This Report

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About This Report
This sixth annual study ranks mobile app capabilities across 20 US financial institutions on 42 emerging features, weighted by consumer demand.
Table of Contents

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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