Consumers Give Their Digital Banking Experience High Marks
97% rated their bank’s online and mobile app experience as “excellent,” “very good” or “good”.
94% said their overall access to banking services today is “excellent,” “very good” or “good”.
8 in 10 said tech improvements by banks are making it easier for consumers to access financial services.
8 in 10 Americans have used a mobile device at least once in the past month to manage their bank account.
Mobile device use by age group
88% adults ages 18-34 VS. 62% adults ages 65+ have used a mobile device to manage their bank accounts in the past month.
60% have used a mobile app (Zelle® , Apple Pay, Venmo, etc.) to make a payment or transfer money to someone in the past year.
Younger adults are most likely to make mobile payments
18 – 34: 72%
35 – 44 : 75%
45 – 64: 56%
65+: 37%
Bank customers know they are protected
9 in 10 agree their bank takes proactive steps to protect them from fraud/scams
3 in 4 believe their bank does more than businesses in other industries to protect them from fraud/scams
By a large margin over other industries, consumers trust banks most to keep their information secure:
36% Banks
18% Health care providers
8% The government
6% Non-bank payment providers (such as Apple Pay, Venmo, and PayPal)
2% Cryptocurrency companies
1% Major retailers
1% Telecom companies (such as Sprint, Verizon and AT&T)
Source: Morning Consult, on behalf of American Bankers Association, conducted an online survey from September 20-22, 2023. The margin of error is plus or minus 2 percentage points, from a weighted sample of 2,211 adults.
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