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

NCOFCU Newsletter

The Bucket Coach is a financial advice book designed by Fire Services Credit Union, Tronto, Canada. and written exclusively for Fire Fighters It's a practical guide for household financial management, including investments, credit and mortgages, and retirement. Developed with contributions from Fire Fighters," NCOFCU Newsletter : " Kevin Connolly Chief Executive Officer    Fire Services Credit Union Phone: 416-440-1294 ext 301  Toll Free: 1-866-833-3285 E-mail:  kevin@firecreditunion.ca 1997 Avenue Rd Toronto, ON M5M 4A3 
Post a Comment
Read Complete Article HERE>»

Zelle Says It Will Allow Users to Make International Payments Using Stablecoins

SCOTTSDALE, Ariz .–   Zelle  has announced plans to allow users to start making international payments using stablecoins. The move by Early Warning Services, which operates the P2P payments network Zelle and which is owned by a consortium of large banks, comes in the wake of the passage of the GENIUS Act, which is designed to usher stablecoins into the regulated financial system. Stablecoins are a digital currency that is pegged to a fiat currency such as the U.S. dollar. As the CU Daily reported  here , credit unions were strongly urged during an event last week to not just start paying attention to stablecoins but to begin taking action as interchange income is threatened. Similarly, analysts said the move by Zelle to help users move money across borders is a defensive move in response to what is expected to be the growing use of stablecoins by consumers and businesses. Early Warning Services did not indicate how it would work or when it would launch, according to sever...
Post a Comment
Read Complete Article HERE>»

Fed cuts interest rates for the second time this year

The Federal Reserve on Wednesday lowered interest rates for the second time this year in a continued bid to prevent unemployment from surging. Fed officials voted for another quarter-point rate cut, lowering their benchmark lending rate to a range between 3.75% and 4%, the lowest in three years. It is the first time since the Fed’s rate-setting committee was established in the 1930s that officials have set monetary policy while lacking an entire month of crucial government employment data due to a government shutdown. ____________________________________ Check out NCOFCU's additional features: First Responder Credit Union Academy Podcasts YouTube Mini's Blog Job Board
Post a Comment
Read Complete Article HERE>»

Not Your Mother’s Credit Union

“Stablecoins aren’t a speculative play. They’re the next evolution of payments — and a chance for credit unions to lead, not lag. It starts with connecting members to DLT rails - the digital wallet. Without that, nothing else can happen. It’s just a new payment rail - embrace it or lose the relationship. It’s that simple.” While ‘ stablecoins ’ were the prevailing buzzword across Money20/20 this year, the credit union industry had a significant presence. Small financial institutions have staked a place in the future of payments. Credit unions  received a significant boost this summer with the enactment of the stablecoin bill into law. The Guiding and Establishing National Innovation for U.S. Stablecoins Act authorizes subsidiaries of federally insured credit unions, such as credit union service organizations, to become issuers. Not Your Mother’s Credit Union A Money20/20  fireside chat  with the regulator for credit unions that I moderated focused on the rulemaking task a...
Post a Comment
Read Complete Article HERE>»

How Stablecoins Could Prove to Be Anything But Stable for CUs That Don’t Get Moving

LOST PINES, Texas–With the GENIUS Act enacted and the countdown on for NCUA and regulators to get rules in place for stablecoins, credit unions were told it’s “go time” to begin preparing for a new technology that could “eat the lunch” of interchange. The cautionary words came from  Dr. Lamont Black , an associate professor at the Driehaus College of Business at DePaul University, where among other things he teaches a graduate course on cryptocurrency, and who is also a fellow in Filene’s Credit Union of the Future Center of Excellence, and who s well-known to many in credit unions for his work and insights.  After several years of speaking to credit unions on crypto, he told  Catalyst Corporate’s  Strategic Summit meeting he has pivoted now due to the rapid change taking place, and in addition to talking about AI (see separate reporting in the CU Daily), he has a warning for CUs when it comes to another emerging technology. Eating the Lunch of Payments “I believe st...
Post a Comment
Read Complete Article HERE>»

Fed Chair Says Strength of Economy Allowing it to be Patient With Any Rate Cuts

WASHINGTON–Federal Reserve Chairman Jerome Powell said the strength of the economy is giving the central bank flexibility to be patient when it comes to cutting rates. Jerome Powell This year has been filled with predictions over when the Fed will move to reduce rates, including by credit union economists. But inflation has been more stubborn than many had forecast, and most now say it will be June at the earliest before the Fed makes any move. Last week, a new report showed inflation in February was 2.5%, far below the 7% peak seen in 2022 and closer to the Fed’s 2% target. In an interview last week with the National Public Radio’s Marketplace program, P...
Post a Comment
Read Complete Article HERE>»

Sunday Reading - What is the Erie Canal?

  Gateway to the West     What is the Erie Canal? The Erie Canal is a 363-mile waterway in New York connecting the Great Lakes to the Atlantic seaboard, from the Hudson River at Albany to Lake Erie at Buffalo ( see map ). Initiated in 1817 for $7M (nearly $200M today), the canal was America’s first major infrastructure project and revolutionized trade and commerce in the United States. The project relied on self-taught amateurs —including teachers, judges, and surveyors. The workers, nearly 50,000, dug the entire canal with hand tools, picks, and gunpowder (dynamite had not yet been invented). The original Erie Canal had 83 locks, each designed to be...
Post a Comment
Read Complete Article HERE>»

No Bonuses, No Problem: Why Credit Unions Are Rethinking Incentive Models

Cooperatives across the country are taking a fresh look at employee motivation, with some moving toward a more holistic approach to compensation. Marc Rapport Point/Counterpoint: This story is part of Callahan’s new “Point/Counterpoint” series, examining credit union issues from multiple perspectives. Want a different take on incentives? Learn how two credit unions align staff efforts with organizational goals to boost the bottom line and enhance member value in “Incentives That Power Performance And Improve Outcomes.” Top-Level Takeaways Capital Credit Union’s transition away from individual performance-based incentives has resulted in improved employee engagement, lower turnover, and better member service. Seattle Credit Union is still evaluating the effectiveness of incentive programs, balancing ...
Post a Comment
Read Complete Article HERE>»

CUs Encouraged to Promote Automatic Savings Plans

America Saves Week and Military Saves Week kick off this weekend. The week-long, national campaigns will begin Feb. 19 with events that aim to unite government, nonprofit and corporate groups to encourage individuals and families to save and build personal wealth. This year’s campaign theme – “Set Goals, Make a Plan, Save Automatically” – promotes the need for families to get aggressive with automatic savings.****READ MORE: CUs Encouraged to Promote Automatic Savings Plans :
Post a Comment
Read Complete Article HERE>»

CEOs of CUNA, NAFCU Offer First Public Remarks Since Announcing Merger Plan; Numerous Issues Discussed

COLORADO SPRINGS, Colo.–The CEOs of CUNA and NAFCU made their first joint appearance  since the two trade groups announced plans to merge, addressing reasons for the proposed merger and what those who may oppose the merger should do, and further speaking to the concerns of smaller CUs and what will happen with conferences, as well as stressing the combination is not being driven by problems at either group. During a 45-minute Q&A at the Defense Credit Union Council (DCUC) annual meeting, CUNA CEO Jim Nussle and NAFCU CEO Dan Berger answered questions posed by DCUC CEO Tony Hernandez, as well as from CUToday.info and members of the audience. As CUToday.info reported here , the two trade groups are proposing to merge and create a new organization called America’s Credit Unions that will be led by Nussle—who was appearing at the DCUC meeting on the 89 th anniversary of CUNA’s creation--with Berger departing NAFCU at year-end. At one point Berger received a standing ...
Post a Comment
Read Complete Article HERE>»