Expanding Mobile Banking and Apps

August 2022 | Transactions, Customer Service, and Sales | App Innovations | Challenges to Adoption

Mobile banking has experienced dramatic expansion, but there is still room for growth. A large majority of consumers are mobile-banking users, and a growing number of consumers are comfortable using mobile banking for a variety of purposes. For some activities, some consumers prefer mobile banking over other banking channels. However, many consumers continue to use other channels (including branches and online banking via computer) in addition to mobile banking. Then there are those who do not use mobile banking. What are the concerns or barriers to adoption for these nonusers?

Navigating the world of financial apps can be daunting. Mobile financial apps are proliferating so fast that it is increasingly difficult to keep up with what is offered and by whom. Financial apps are available that allow automatic saving, cardless ATM transactions, and biometric authentication. On the horizon are apps using AI to provide advanced account insights, apps using voice recognition to authenticate identity, and all-inclusive “super apps.”

In order to expand the world of mobile banking and financial apps, it is valuable to understand how consumers are using them and for what purposes. Consumers’ response to innovative apps needs to be evaluated. Mobile banking’s relationship with other banking channels should be measured. This project will assess consumers’ usage of and perspectives on mobile banking and apps.


Research Objective

This study will examine consumers’ usage, potential adoption, and perception of mobile-banking services, mobile-banking apps, and other apps that provide financial tools for consumers.

Research Design

National survey – The survey will include 2,000 online interviews with consumer financial decision makers age 18 or older.

Questionnaire Review

Clients will have the opportunity to review the questionnaire and provide comments. The cut-off date for client input is March 4, 2022.

Project Report

The final report, available in late August 2022, includes a Strategic Insights commentary and executive summary, a Competitive Intelligence section, and full survey results section.

Competitive Intelligence

A profile of overall financial activity for a number of the top financial institutions identified as the respondent’s main financial institution or the issuer of the respondent’s primary credit card will be included as part of the project report.


A project webinar is offered to all sponsors of the study. Private project webinars will be offered to full program sponsors at no additional cost. Customized private webinars involving a specialized focus or additional analysis will be offered at an additional cost.

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