A poll conducted by Morning Consult on behalf of the American Bankers Association (ABA) determined 99 percent of consumers surveyed provided their banks with favorable online and mobile app ratings.
“This survey shows that consumers overwhelmingly appreciate the incredible digital tools that make banking so easy these days,” ABA president and CEO Rob Nichols said regarding the national sample of 2,211 adults executed online in September. “It also shows that Americans recognize how the industry’s investments in technology are helping to bring millions more unbanked households into the banking system.”
Survey respondents expressed that their bank’s online and mobile app experience was considered to be excellent, very good, or good, which is tied to the record mark established two years ago.
Per the survey, just under 80 percent of respondents noted they used a mobile device to manage their bank account at least once in the prior month, with over half doing so more than three times.
Additionally, 54 percent of adults used a mobile app to make a payment or transfer money within the past year, representing an increase from 34 percent three years ago.
“Mobile banking adoption exploded during the pandemic, and it’s easy to see why it has stayed at such high levels – people have been overwhelmingly satisfied with their experience,” ABA Senior Vice President of Innovation Strategy Brooke Ybarra said. “Banks will continue to innovate as they strive to offer an enhanced mobile experience that allows consumers to conduct important financial transactions safely and securely.”