Digital Banking Experience

Consumers Give Their Digital Banking Experience High Marks

• 99% rated their bank’s online and mobile app experience as “excellent,” “very good” or “good”
• 95% said their overall access to banking services today is “excellent,” “very good” or “good” (when considering the growth of digital and online tools as well as traditional branches and ATMs)
• 84% said tech improvements by banks are making it easier for consumers to access financial services

8 in 10 Americans have used a mobile device  at least once in the past month to manage their bank account

Mobile Device Use by Age Group

• 92% adults ages 18-34 vs. 57% adults ages 65+ have used a mobile device to manage their  bank accounts in the past month

Younger Adults are Most Likely to Make Mobile Payments

• 18 – 34 - 74%
• 35 – 44 - 68%
• 45 – 64 - 47%
• 65+ - 28%   

Source: Morning Consult, on behalf of American Bankers Association, conducted an online survey of 2,211 U.S. adults from Sept. 16-17, 2022.