Skip to main content

Consumers Want More and More from Mobile Banking. If You Don’t Keep Up, They Could Walk

 


Research by MX reports that consumer expectations for your banking app just keep getting higher. And dissatisfied users will likely jump to another app (and another bank) that ticks more boxes. How can you stay ahead in the app game?

Mobile banking apps have become table stakes for banks and credit unions, especially among Millennials and Generation Z. Research from MX earlier this year indicated that a decent mobile banking app is a must-have for nearly one in four consumers starting a relationship with a financial institution.

MX research also shows that 80% of consumers have a payment app, such as Venmo, PayPal or Cash App on their phone. In addition, 77% have a bank or credit union mobile banking app, 48% have a credit card app, 25% an investment or retirement savings app, and 17% an independent app to help manage their finances. Nearly half maintain three or more financial apps on their devices.

Now a new round of MX research indicates that the quality of the mobile banking app offered by a consumer’s banking provider can be the basis of a tighter relationship — or break the inertia that traditionally kept unhappy customers onboard.

MX’s study, “The Missing Link: Where Banks May Be Failing Consumers,” found that 57% of people surveyed said they were either not likely or very unlikely to have an account with a financial provider that offers a bad mobile experience.

“Everyone uses mobile to do their finances in some form or fashion today,” says Jessica Kendall, director of content at MX. “It’s the prevalent medium of choice and you have to have a solid app as a foundation to get consumers — and keep consumers.”

Merely enticing new customers with apps isn’t enough — “wow” doesn’t last long. Today, providers have to keep up innovation to hold onto consumers.

“Simply having an account doesn’t mean they are using the mobile app,” according to the MX study report. “It also doesn’t mean they are using the mobile app if the experience gets worse. 65% of consumers say they would stop using the app if the mobile experience changes for the worse.” [Deep Dive: Offer ‘Test Drives’ of Mobile Banking Apps for a Marketing Advantage]

We spoke with both MX about the study’s findings and with Keynova Group about that firm’s latest Mobile Banker Scorecard study, which examines the offerings of 17 major retail banking providers.

Continue reading >

Comments

Post a Comment

Please no profanity or political comments.

Popular posts from this blog

Syracuse Fire Department Credit Union

Remember, you're not alone with  NCOFCU.org Join/Upgrade Check out some of NCOFCU's additional features: First Responder Credit Union Academy Financial Literacy Podcasts YouTube Mini's Blog Job Board
Post a Comment
Read Complete Article HERE>»

Happy Holidays To All Who Serve

  Happy Holidays To All Who Serve 12/22/2025 10:28 am   By Grant Sheehan and Anthony Hernandez Every year, many Americans celebrate the joy of family and relief from work the holidays bring. Apart from the hustle and bustle, the holiday season is a special time to be with loved ones, engaging in family traditions and rituals, and making memories that will last a lifetime. However, not everyone gets to partake in the holiday gatherings.   There are over a hundred thousand military members serving in harm’s way or in 24-hour command center...
Post a Comment
Read Complete Article HERE>»

Sunday Reading - The gold standard, explained

  Gold Standard       The gold standard, explained A gold standard is a system where a country’s currency is pegged to, and can be converted into, a fixed amount of gold. It’s typically meant to create a sense of security in the country’s currency: When a government uses a gold standard , its currency can be exchanged for an equivalent amount of gold—although regulations around redemption vary by country.   After the Civil War, in 1873, America adopted the gold standard for the first time. At the time, if gold was priced at $100 an ounce, each dollar  rep...
Post a Comment
Read Complete Article HERE>»

Is another housing bubble brewing?

While there have been fears expressed by some of a repeat of the housing bubble that led to the housing crisis just over a decade ago, numerous real estate analysts say they believe the market fundamentals are much stronger now and that the sharp increase in home prices reflects low rates, a lack of inventory, and demographics. To be sure, the market is hot in many markets, with home sellers receiving multiple cash offers, often over the listed price, on homes. Some analysts, including those at Swiss banking giant UBS, have published charts showing how home prices are outstripping both wages and rents, reported USA Today. Home prices have appreciated more than 60% since November 2012, incomes have only appreciated by 20% and rents by 30% over the same time period, the report added. “But unlike the real estate boom that led to the Great Recession, this nationwide price spike is not being fueled by a wholesale collapse in lender ethics,” USA Today reported “There aren't any low-doc o...
Post a Comment
Read Complete Article HERE>»

Next Gen of Payments Could Leave ACH System Behind, Bank CEO Cautions

NEW YORK–The next generation of payments could leave the Automated Clearing House (ACH) system behind as stablecoins and tokenized deposits move into the banking core, according to one bank CEO. Custodia Bank CEO Caitlin Long said during a discussion with TheStreet Roundtable host Scott Melker that the “tokenized dollars are going to be big. Yes, there’s a distinction between tokenized bank deposits and stablecoins. Yes, right now, all the activity is in stablecoins, but we’re going to link the two in a safe and sound way.” During the discussion, Long cited Citi’s upgraded forecast for the sector, which now projects between $3 trillion and $4 trillion in stablecoins outstanding by 2030, according to Yahoo Finance, which noted Long believes even that range is far too conservative. “Those numbers are still too low,” she said. “I think they’re way too low.” According to Long, the innovation lies in embedding blockchain technology directly into the banking infrastructure rath...
Post a Comment
Read Complete Article HERE>»

Email and Text Message Etiquette

As we navigate our everyday communications, I want to emphasize the importance of practicing good email and text message etiquette. This enhances clarity and ensures that everyone feels respected and valued in our interactions. Email Etiquette: 1. Use a Clear Subject Line: A subject line that accurately reflects the content of your email will help recipients know what to expect. 2. Greet Appropriately: Start with an appropriate greeting, such as "Dear [Name]", "Hello [Name]," or "Hi [Name], which sets a positive tone. 3. Acknowledge Receipt: If you receive an email that requires a response, action, or information, please acknowledge its receipt. A simple reply confirming that you have received the email helps the sender know their message was received and provides an opportunity to clarify expectations. 4. Be Concise: Keep your emails clear and to the point. Avoid excessive details unless necessary. 5. Professional Language: Use respectful and professional l...
Post a Comment
Read Complete Article HERE>»

With Up to 30% of Workforce to be Laid Off, Union Says ACU Refusing to Engage; Says Portion of CEO’s Salary Could be Used to Maintain Jobs

N, Wis. – America’s Credit Unions, the trade group formerly known as CUNA prior to its merger with NAFCU, plans to lay off up to 30% of its workforce in Madison, Wis., according to the Office and Professional Employees International Union (OPEIU) Local 39. As CUToday.info reported earlier, the trade group filed a notice with Wisconsin’s Department of Workforce Development on January 12 of this year. OPEIU noted America’s Credit Union’s had cc’d Madison Mayor Satya Rhodes-Conway on the notice, adding, “This is a difficult decision, and we appreciate any assistance you may provide to our employees in this difficult period with their job search and transition.” According to OPEIU 39, America’s Credit Unions has refused to meet or provide any detai...
Post a Comment
Read Complete Article HERE>»

Corporate Assessment Assailed by Industry Trades

Using the NCUA’s midpoint estimates of remaining corporate stabilization costs, CUNA Chief Economist Bill Hampel estimates it would take four more years of assessments similar to the 2012 rate of 9.5 basis points to pay off corporate losses........... Corporate Assessment Assailed by Industry Trades
Post a Comment
Read Complete Article HERE>»

NCOFCU is working hard for you! Coalition of CU Groups Sends Letter to Congress on Tax Exemption

Take Action Coalition of CU Groups Sends Letter to Congress on Tax Exemption May 1, 2025 10:15 am No Comments WASHINGTON–A coalition of credit union organizations has sent a joint letter to Congress in support of the credit union tax exemption. As the CU Daily has been regularly reporting, credit unions are especially  concerned this year that Congress might revoke the tax exemption as it seeks ways to pay for expiring provisions of the 2017 tax cuts, which President Trump wants to see renewed. Sending the letter to Congress were the Defense Credit Union Council (DCUC), America’s Credit Unions (ACU), Credit Union Executive Society (CUES), National Association of Credit Union Chairs (NACUC), National Credit Union Management Association (NCUMA), Inclusiv, TruStage, Earnest Consulting Group (ECG), Callahan and Associates, National Council of Firefighter Credit Unions (NCOFCU), Metropolitan Area Credit Union Management Association (MACUMA), Association of Credit Union Audit and Ri...
Post a Comment
Read Complete Article HERE>»

Mortgage Boom Is Over, MBA Drops Originations Forecasts Again. The president of the MBA tells lenders to focus "on scaling down."

  The Mortgage Bankers Association on Monday lowered forecasts again for originations – for both this year and next, and for purchases and refinancings. Bob Broeksmit, the MBA’s president/CEO, told lenders Monday that the mortgage boom of the last two years is over, and now lenders need be ready to handle smaller volumes. “After the stratospheric heights of 2020 and 2021, the market is coming back down to earth,” Broeksmit said in prepared remarks for those attending the MBA’s 2022 Secondary & Capital Markets Conference & Expo in New York. “To a certain extent, the headwinds we expected have finally arrived,” he said. “Rising rates are putting pressure on new loans and refis, and after ramping up, the focus is now on scaling down.” The May 16 forecast , which was released separately, showed MBA analysts have lowered their expectations of economic growth and sales of existing homes, while raising their expectations for mortgage interest rat...
Post a Comment
Read Complete Article HERE>»