In a recent American Bankers Association/Morning Consult survey, 99% of respondents rated their bank’s online and mobile app experience as “good”, “very good” or “excellent”, corresponding to record high last year, and 81% agreed that technological improvements by banks are making it easier for all Americans to access their financial services.
“Digital banking adoption has exploded since the pandemic and consumers clearly like what they see,” said Rob Morgan, senior vice president of the ABA. “These survey results show that consumers appreciate the convenience, speed and security of digital banking services, and are likely to continue to use these channels even after the pandemic is over. Banks have invested heavily in advanced technology that has helped make financial services even more accessible across the country. »
According to the survey, 77% of consumers have used a mobile device to manage their bank account at least once in the past month, and 52% have done so more than three times. Consumers said they were also turning to their mobile devices to make a payment or transfer money more frequently: 53% said they had used their phone to do so in the past year, compared to 41% last year. the previous survey. The most popular mobile payment apps among consumers are PayPal (75%), CashApp (43%), Venmo (32%), Zelle (29% each), their bank’s app (26%) and Apple Pay (22%).
