The US Mobile Banking Competitive Edge Report 2020

How the Largest US Financial Institutions Stack Up on Offering the Mobile Banking Features that Customers Value Most

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About This Report
This annual scorecard, weighted based on responses to a consumer survey, ranks the 25 largest US financial institutions by assets by their mobile banking capabilities. The report presents detailed benchmarking data on the availability of 42 mobile features, selected by analysts based on the features’ propensity to help financial institutions differentiate themselves from competitors.
Table of Contents

Executive Summary

This annual scorecard, weighted based on responses to a consumer survey, ranks the 25 largest US financial institutions by assets by their mobile banking capabilities. The report presents detailed benchmarking data on the availability of 42 mobile features, selected by analysts based on the features’ propensity to help financial institutions differentiate themselves from competitors.

  • What are the mobile banking features that US customers value most?
  • What features or categories of features can move the needle on retaining and attracting customers?
  • How do US banks compare against their competitors when it comes to key categories of mobile features?

WHAT’S IN THIS REPORT? US mobile banking penetration is rising amid the coronavirus pandemic, as is consumers’ reliance on the channel. To fulfill the needs of this growing user base most efficiently, banks can deploy the mobile features that consumers value most. Insider Intelligence’s 2020 US Mobile Banking Competitive Edge Study utilizes exclusive primary data to identify the innovative mobile banking features that could attract and engage users and highlights how the top 25 US financial institutions are currently deploying those features.

KEY STAT: Over 45% of respondents now identify mobile as a top-three factor that determines their choice of FI, versus 38.0% in 2019—making it the second most important factor behind fees.

Here’s what’s in the full report

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Table of Contents

  1. Executive Summary
  2. Key Points
  3. Introduction
  4. Leading US Banks in 2020
  5. What Banks Can Do to Win Customers
  1. Security and Control
  2. Alerts
  3. Account Management
  4. Transfers
  5. Digital Money Management
  1. Customer Service
  2. Methodology
  3. Survey Demographics
  4. Read Next
  5. Media Gallery

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