National Survey: Bank Customers Continue to Use Mobile Apps More Than Any Other Channel to Manage Their Accounts

For the sixth year in a row, U.S. consumers are conducting their banking via mobile apps more than any other method, according to a new survey conducted by Morning Consult on behalf of the American Bankers Association. The national survey found that consumers continue to embrace digital banking channels:

• 54% of bank customers use apps on phones or other mobile devices as their top option for managing their bank account.

• 22% use online banking via laptop or PC more often.

• The next most popular banking methods include visiting a branch (9%), ATMs (6%) and telephone calls (4%).

• The percentage of those using mobile banking apps the most has more than doubled since ABA first teamed with Morning Consult to conduct this survey in 2017 (26% said mobile app was their preferred banking method that year).

A breakdown of age demographics shows preferences vary among different generations [See infographic for a full breakdown of top banking preferences by age]: 

• About two-thirds of Generation Z (63%) and Millennials (67%) use mobile banking apps most often, while more than half of Generation X (56%) do so.  

• For the first time in the history of the survey, Baby Boomers said they use mobile banking apps the most (38%), while the percentage that said they primarily utilize online banking via laptop or PC to manage their accounts dipped from 41% in 2024 to 35% this year. 

• When it comes to branches, about 1 in 8 Baby Boomers (12%) visit bank branches the most often, while only 3% of Gen Z prefer to visit a branch.  

“America’s banks are investing in innovation to meet their customers wherever they are,” said ABA President and CEO Rob Nichols. “Whether you are on your way to work in a big city, checking crops on the family farm or spending time at home with friends and family, you’re always connected to your bank these days. This survey shows that Americans appreciate the convenience and safety that comes with their bank account.”

Consumers Are Highly Satisfied with Digital Banking Channels

The survey also found that consumers are highly satisfied with their bank’s digital banking channels: 

• 95% of consumers rate their bank’s online and mobile app experience as “excellent,” “very good,” or “good.” 

• When considering the growth of digital and online tools as well as traditional branches and ATMs, 96% of respondents characterized their overall access to banking services today as “excellent,” “very good” or “good.” 

• 86% 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 reaching even those Americans in remote areas of the country. 

“This survey further underscores how mobile banking has become an essential part of everyday financial life for many Americans,” said Brooke Ybarra, ABA’s senior vice president of innovation strategy. “In addition to convenience, consumers can also depend on enhanced security measures such as biometric and two-factor authentication to ensure their financial and personal data are protected. At the same time, branch banking remains an integral channel for consumers who prefer face-to-face interaction, which can be beneficial for more complex transactions.”

ABA released an accompanying infographic highlighting the survey findings. The data released today is the latest in a series of results gauging U.S. consumers’ preferences and opinions regarding banks and their services. ABA recently released additional survey data showing that Americans highly value their credit cards and oppose policy changes that threaten card reward programs, as well as data revealing that Americans rank banks above other industries for fraud protection, support consistent rules for data sharing, are happy with their bank and banking options, and more. The full results for today’s survey questions are as follows:

When asked “In the past year, which method did you use most often to manage your bank account(s)?” consumers responded as follows: 

• Mobile (apps on smartphone or tablet) – 54%
• Internet/Online (Laptop or PC) – 22%
• Branches – 9%
• ATM – 6%
• Telephone (calls to your bank) – 4%
• Mail – 1%
• Don’t Know/no opinion – 3%

Age breakdown:

Gen Z (1997-2012)

• Mobile — 63%
• Online — 11%
• ATM — 10%
• Telephone — 4%
• Branches — 3%
• Mail — 3%

Millennials (1981-1996)

• Mobile — 67%
• Online — 13%
• Branches — 7%
• ATM — 7%
• Telephone — 3%
• Mail — 1%

Gen X (1965-1980)

• Mobile — 56%
• Online — 22%
• Branches — 10%
• ATM — 5%
• Telephone — 3%
• Mail — 1%

Baby Boomers (1946-1964)

• Mobile — 38%
• Online — 35%
• Branches — 12%
• Telephone — 7%
• ATM — 5%
• Mail — 1%

• Excellent – 38%
• Very Good – 37%
• Good – 20%
• Fair – 4%
• Poor – 1%

• Excellent – 38%
• Very Good – 41%
• Good – 17%
• Poor – 1%
• Don’t know/No opinion – 4%

When asked “Do you agree or disagree with the following statement? Innovation and technology improvements by banks are making it easier for all Americans to have access to financial services” consumers provided the following responses:

• Strongly agree – 41%
• Somewhat agree – 45%
• Somewhat disagree – 4%
• Strongly disagree – 1%
• Don’t know/no opinion – 9%