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US MOBILE BANKING EMERGING FEATURES BENCHMARK 2022


HOW THE TOP 20 FINANCIAL INSTITUTIONS COMPARE ON CONSUMERS’ MOST IN-DEMAND
FEATURES

Report by Matthew Gaughan  |  Nov 28, 2022
ReportDeckChartsOne-Pager
Table of Contents
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Access All Charts and Data
 * Learn about what technologies are transforming your industry
 * Gain exclusive perspectives from top industry leaders
 * Access thousands of data sets and forecasts via our iconic charts

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Share

Table of Contents
Executive Summary
Key Findings
Action Points
US Banks’ Mobile Product Investments Have Never Been More Important
Leading US FIs in 2022
Customers’ Most Valued Features in 2022
No. 1: Security and Control
No. 2: Account Management
No. 3: Alerts
No. 4: Transfers
No. 5: Customer Service
No. 6: Digital Money Management
Methodology
Glossary
Survey Demographics
Appendix
Sources
Media Gallery
About This Report
This sixth annual study ranks mobile app capabilities across 20 US financial
institutions on 42 emerging features, weighted by consumer demand.
Topics
Banking
United States



READ NEXT

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Table of Contents
Executive Summary
Key Findings
Action Points
US Banks’ Mobile Product Investments Have Never Been More Important
Leading US FIs in 2022
Customers’ Most Valued Features in 2022
No. 1: Security and Control
No. 2: Account Management
No. 3: Alerts
No. 4: Transfers
No. 5: Customer Service
No. 6: Digital Money Management
Methodology
Glossary
Survey Demographics
Appendix
Sources
Media Gallery



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.


E-Mail ChartDownload


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


5FILES

Exportable files for easy reading, analysis and sharing.

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19CHARTS

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

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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

The Top 5 Most In-Demand US Mobile Banking Emerging Features, Sep 2022 (% of
respondents calling the feature "extremely valuable")Most Important Factors When
Choosing a New Bank According to US Mobile Banking Users, Sep 2021 & Sep 2022 (%
of respondents)
Overall Mobile App Rank and Score of the Top 10 US Financial Institutions (rank
out of 20, score out of 100*)Mobile App Rank of the Top 10 US Financial
Institutions, by Category (rank out of 10)
The Top 3 In-Demand US Mobile Banking Features, by Category, Sep 2022 (% of
respondents calling the feature "extremely valuable")Security and Control Mobile
Feature Rank and Score of the Top 10 US Financial Institutions (rank out of 20,
score out of 100*)
Security and Control Mobile Features of the Top 10 US Financial
InstitutionsAccount Management Mobile Feature Rank and Score of the Top 10 US
Financial Institutions (rank out of 20, score out of 100*)
Account Management Mobile Features of the Top 10 US Financial Institutions
Alerts Mobile Feature Rank and Score of the Top 10 US Financial Institutions
(rank out of 20, score out of 100*)
Alerts Mobile Features of the Top 10 US Financial Institutions Transfers Mobile
Feature Rank and Score of the Top 10 US Financial Institutions (rank out of 20,
score out of 100*)
Transfers Mobile Features of the Top 10 US Financial Institutions Customer
Service Mobile Feature Rank and Score of the Top 10 US Financial Institutions
Customer Service Mobile Features of the Top 10 US Financial Institutions Digital
Money Management Mobile Feature Rank and Score of the Top 10 US Financial
Institutions (rank out of 20, score out of 100*)
Digital Money Management Mobile Features of the Top 10 US Financial Institutions
Glossary: US Mobile Banking Emerging Features Benchmark 2022
Demographic Summary of Respondents, US Mobile Banking Emerging Features
Benchmark 2022, Sep 2022 (% of total)
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Table of Contents
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Access All Charts and Data
 * Learn about what technologies are transforming your industry
 * Gain exclusive perspectives from top industry leaders
 * Access thousands of data sets and forecasts via our iconic charts

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Share

Table of Contents
Executive Summary
Key Findings
Action Points
US Banks’ Mobile Product Investments Have Never Been More Important
Leading US FIs in 2022
Customers’ Most Valued Features in 2022
No. 1: Security and Control
No. 2: Account Management
No. 3: Alerts
No. 4: Transfers
No. 5: Customer Service
No. 6: Digital Money Management
Methodology
Glossary
Survey Demographics
Appendix
Sources
Media Gallery
About This Report
This sixth annual study ranks mobile app capabilities across 20 US financial
institutions on 42 emerging features, weighted by consumer demand.
Topics
Banking
United States

Table of Contents
Executive Summary
Key Findings
Action Points
US Banks’ Mobile Product Investments Have Never Been More Important
Leading US FIs in 2022
Customers’ Most Valued Features in 2022
No. 1: Security and Control
No. 2: Account Management
No. 3: Alerts
No. 4: Transfers
No. 5: Customer Service
No. 6: Digital Money Management
Methodology
Glossary
Survey Demographics
Appendix
Sources
Media Gallery
Already have a subscription?Sign In


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GeorgiaSpainSri LankaSt. HelenaSt. Pierre and MiquelonSt. Vincent, The
GrenadinesSudanSurinameSvalbard & Jan Mayen Is.SwazilandSwedenSwitzerlandSyrian
Arab RepublicTaiwanTajikistanTanzania, United Republic
ofThailandTogoTokelauTongaTrinidad and TobagoTunisiaTurkeyTurkmenistanTurks and
Caicos IslandsTuvaluUgandaUkraineUnited Arab EmiratesUnited KingdomUnited
StatesUruguayUS Minor Outlying IslandsUzbekistanVanuatuVatican City
StateVenezuelaViet NamVirgin Islands (British)Virgin Islands (U.S.)Wallis and
Futuna IslandsWestern SaharaYemenYugoslaviaZaireZambiaZimbabwe
Continue


The Top 5 Most In-Demand US Mobile Banking Emerging Features, Sep 2022 (% of
respondents calling the feature "extremely valuable")

Download
Most Important Factors When Choosing a New Bank According to US Mobile Banking
Users, Sep 2021 & Sep 2022 (% of respondents)

Download
Overall Mobile App Rank and Score of the Top 10 US Financial Institutions (rank
out of 20, score out of 100*)

Download
Mobile App Rank of the Top 10 US Financial Institutions, by Category (rank out
of 10)

Download
The Top 3 In-Demand US Mobile Banking Features, by Category, Sep 2022 (% of
respondents calling the feature "extremely valuable")

Download
Security and Control Mobile Feature Rank and Score of the Top 10 US Financial
Institutions (rank out of 20, score out of 100*)

Download
Security and Control Mobile Features of the Top 10 US Financial Institutions

Download
Account Management Mobile Feature Rank and Score of the Top 10 US Financial
Institutions (rank out of 20, score out of 100*)

Download
Account Management Mobile Features of the Top 10 US Financial Institutions

Download
Alerts Mobile Feature Rank and Score of the Top 10 US Financial Institutions
(rank out of 20, score out of 100*)

Download
Alerts Mobile Features of the Top 10 US Financial Institutions

Download
Transfers Mobile Feature Rank and Score of the Top 10 US Financial Institutions
(rank out of 20, score out of 100*)

Download
Transfers Mobile Features of the Top 10 US Financial Institutions

Download
Customer Service Mobile Feature Rank and Score of the Top 10 US Financial
Institutions

Download
Customer Service Mobile Features of the Top 10 US Financial Institutions

Download
Digital Money Management Mobile Feature Rank and Score of the Top 10 US
Financial Institutions (rank out of 20, score out of 100*)

Download
Digital Money Management Mobile Features of the Top 10 US Financial Institutions

Download
Glossary: US Mobile Banking Emerging Features Benchmark 2022

Download
Demographic Summary of Respondents, US Mobile Banking Emerging Features
Benchmark 2022, Sep 2022 (% of total)

Download



 

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The Top 5 Most In-Demand US Mobile Banking Emerging Features, Sep 2022 (% of
respondents calling the feature "extremely valuable")

Download
Most Important Factors When Choosing a New Bank According to US Mobile Banking
Users, Sep 2021 & Sep 2022 (% of respondents)

Download
Overall Mobile App Rank and Score of the Top 10 US Financial Institutions (rank
out of 20, score out of 100*)

Download
Mobile App Rank of the Top 10 US Financial Institutions, by Category (rank out
of 10)

Download
The Top 3 In-Demand US Mobile Banking Features, by Category, Sep 2022 (% of
respondents calling the feature "extremely valuable")

Download
Security and Control Mobile Feature Rank and Score of the Top 10 US Financial
Institutions (rank out of 20, score out of 100*)

Download
Security and Control Mobile Features of the Top 10 US Financial Institutions

Download
Account Management Mobile Feature Rank and Score of the Top 10 US Financial
Institutions (rank out of 20, score out of 100*)

Download
Account Management Mobile Features of the Top 10 US Financial Institutions

Download
Alerts Mobile Feature Rank and Score of the Top 10 US Financial Institutions
(rank out of 20, score out of 100*)

Download
Alerts Mobile Features of the Top 10 US Financial Institutions

Download
Transfers Mobile Feature Rank and Score of the Top 10 US Financial Institutions
(rank out of 20, score out of 100*)

Download
Transfers Mobile Features of the Top 10 US Financial Institutions

Download
Customer Service Mobile Feature Rank and Score of the Top 10 US Financial
Institutions

Download
Customer Service Mobile Features of the Top 10 US Financial Institutions

Download
Digital Money Management Mobile Feature Rank and Score of the Top 10 US
Financial Institutions (rank out of 20, score out of 100*)

Download
Digital Money Management Mobile Features of the Top 10 US Financial Institutions

Download
Glossary: US Mobile Banking Emerging Features Benchmark 2022

Download
Demographic Summary of Respondents, US Mobile Banking Emerging Features
Benchmark 2022, Sep 2022 (% of total)

Download




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and HerzegovinaBotswanaBouvet IslandBr. Indian Ocean Terr.BrazilBrunei
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GuineaParaguayPeruPhilippinesPitcairnPolandPortugalPuerto
RicoQatarReunionRomaniaRussian FederationRwandaSaint Kitts and NevisSaint
LuciaSamoaSan MarinoSao Tome and PrincipeSaudi ArabiaSenegalSeychellesSierra
LeoneSingaporeSlovakiaSloveniaSolomon IslandsSomaliaSouth AfricaSouth
GeorgiaSpainSri LankaSt. HelenaSt. Pierre and MiquelonSt. Vincent, The
GrenadinesSudanSurinameSvalbard & Jan Mayen Is.SwazilandSwedenSwitzerlandSyrian
Arab RepublicTaiwanTajikistanTanzania, United Republic
ofThailandTogoTokelauTongaTrinidad and TobagoTunisiaTurkeyTurkmenistanTurks and
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StatesUruguayUS Minor Outlying IslandsUzbekistanVanuatuVatican City
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AUTHORS


MATTHEW GAUGHAN




CONTRIBUTORS

Tyler BrownSenior AnalystCaitlin CahalanResearcher, Financial ServicesOna
KoehlerSenior Director, BenchmarkingNa LiDirector, Primary ResearchTiffani
MontezPrincipal Analyst, Banking



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