A high majority of Americans are very pleased with their online and mobile banking experiences.

Ninety-three percent of Americans rated their bank’s online and mobile app experience as excellent, very good or good, according to a new survey conducted by Morning Consult on behalf of the American Bankers Association.

The survey also found that 70 percent of Americans use a mobile device to manage their bank account at least once per month, and 46 percent do so more than three times per month.

This poll was conducted Sept. 11-12 of this year among a national sample of 2,201 adults. The interviews were conducted online and the data were weighted to approximate a target sample of adults based on age, race/ethnicity, gender, educational attainment and region. Results from the full survey have a margin of error of plus or minus 2 percentage points.

“As fewer people carry around cash and checkbooks, more and more consumers are turning to mobile payment apps to split a tab, send money to family or even pay their rent,” Nessa Feddis, ABA’s senior vice president and deputy chief counsel for consumer protection and payments, said in a statement. “This survey shows that Americans increasingly appreciate and like the innovative and personalized services banks offer. These data also reveal why bank investment in new technology is so important.”

In addition, the survey found that 29 percent of U.S. adults used a mobile app to make a payment or transfer money within the past year, with 44 percent of younger adults (18-34 year olds) reporting that they had done so.

The most-used mobile payment apps included Paypal (67 percent), their bank’s app (33 percent), Venmo (29 percent), Zelle (23 percent), Apple Pay (20 percent) and Starbucks (12 percent). One in six consumers said they would be willing to switch banks for a better digital experience.

Survey: Americans Have Favorable View of Online and Mobile Banking

by Banker & Tradesman time to read: 1 min
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