WASHINGTON — Ninety-seven percent of consumers rate their bank’s online and mobile app experience as “excellent,” “very good,” or “good,” according to a national survey released by the American Bankers Association. The survey was conduct on the ABA’s behalf by Morning Consult.
According to the survey findings, when considering the growth of digital and online tools as well as traditional branches and ATMs, 94% of respondents also characterized their overall access to banking services today as “excellent,” “very good” or “good,” the ABA reported.
In addition, 79% of respondents said “innovation and technological improvements by banks are making it easier for all Americans to access financial services, an acknowledgment of the role technology is playing in promoting financial inclusion,” the ABA stated.
Additional Findings
The ABA said the survey further found:
- 81% of consumers used a mobile device to manage their bank account at least once in the previous month, and 59%ndid so more than three times, according to the survey.
- Nine in 10 adults ages 18-44 have used a mobile device to manage their bank account in the previous month compared to 62% of adults ages 65+
- 60% of U.S. adults used a mobile app to make a payment or transfer money within the past year – up from 34% just four years ago – with three-quarters of 18–44-year-olds reporting that they had done so.
- The ABA said survey found U.S. adults trust banks more than any other entity – including healthcare providers, non-bank payment providers and the government – to keep their information secure and private. Nine in 10 bank customers (87%) said their bank takes proactive steps to protect them from fraud/scams, and three-quarters (76%) believe their bank does more than businesses in other industries to protect them from fraud/scams.
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