ABA Morning Consult Survey: Consumers Are Very Satisfied With Their Digital Banking Experience

Consumers Are Very Satisfied With Their Digital Banking Experience

• 95% rated their bank’s online and mobile app experience as “excellent,” “very good” or “good”
• 93% said their overall access to financial services today is “excellent,” “very good” or “good”
• 3 in 4 said tech improvements by banks are making it easier for consumers to access financial services

How Americans Bank: Most-Used Banking Methods

Mobile app banking is most preferred

• Mobile App - 44%
• Online - 20%
• Bank Branches - 10%
• ATM - 6%
• Telephone - 6%
• Mail - 3%

Different Generations Bank Differently

• GEN Z (1997–2012)
  • Mobile – 54%
  • Online – 10%
  • ATM – 10%
  • Telephone – 4%
  • Branches – 4%
  • Mail – 4%

   

• MILLENNIALS (1981–1996)
  • Mobile – 54%
  • Online – 13%
  • Branches – 9%
  • Atm – 6%
  • Telephone – 5%
  • Mail – 4%

   

• GEN X (1965 –1980)
  • Mobile – 40%
  • Online – 20%
  • Branches – 11%
  • ATM – 8%
  • Telephone – 6%
  • Mail – 2%

   

• BABY BOOMERS (1946 –1964)
  • Mobile – 34%
  • Online – 32%
  • Branches – 18%
  • Telephone – 6%
  • ATM – 3%
  • Mail – 1%

Source: Morning Consult, on behalf of the American Bankers Association, conducted an online survey from October 9-12, 2026. The margin of error is plus or minus 1 percentage point, from a weighted national sample of 4,402 adults.