The Battle for Gen Z Customers Will Be Fought on Mobile
Consumers’ Most Valued Features and Categories in 2023
Leading US Banks in 2023
No. 1: Security and Control
No. 2: Alerts
No. 3: Transfers
No. 4: Account Management
No. 5: Digital Money Management
No. 6: Customer Service
Methodology
Survey Demographics
Insider Intelligence Interviews
Sources
Media Gallery
About This Report
Our seventh annual study reveals which of the 15 biggest US banks lead in mobile app innovation—a significant factor in attracting mobile-forward Gen Z—based on an exclusive survey of which features 1,895 mobile banking users value most.
The Battle for Gen Z Customers Will Be Fought on Mobile
Consumers’ Most Valued Features and Categories in 2023
Leading US Banks in 2023
No. 1: Security and Control
No. 2: Alerts
No. 3: Transfers
No. 4: Account Management
No. 5: Digital Money Management
No. 6: Customer Service
Methodology
Survey Demographics
Insider Intelligence Interviews
Sources
Media Gallery
Innovative mobile banking features will be key for customer acquisition as Gen Zers become US banks’ main audience. But right now, banks’ ability to meet consumer expectations is slipping. Our study shows how banks can stay ahead in the battle to win customers.
Key Question: Which mobile banking features will best enable US banks to win customers?
KEY STAT: US consumers want banks’ help in keeping their personal information secure as data hacks proliferate. Alerts for Social Security number (SSN) breaches was the study’s most in-demand feature.
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Table of Contents
Executive Summary
The Battle for Gen Z Customers Will Be Fought on Mobile
Consumers’ Most Valued Features and Categories in 2023
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