Keynote announced the results of the Fall 2013 edition of the Keynote Mobile Banking Scorecard, first launched in 2011 and the standard in benchmarking consumer mobile banking offerings.
In the latest Scorecard, Chase achieved its fourth consecutive win for Overall Score.
Also repeating were Wells Fargo in second place and Bank of America in third, with US Bank moving into the top tier, tying with Bank of America.
Leaders for individual mobile modes included BB&T, repeating as the leading provider of SMS (text) banking capabilities and Bank of America repeating for the leading Android banking app.
Looking across the four modes -- Text, Mobile Web, iPhone App and Android App -- the Scorecard found that Chase performed best in two of the four categories, Ease of Use and Quality & Availability, while Bank of America took first in Functionality and Wells Fargo led in the Privacy & Security category.
Keynote’s latest Scorecard comparing the mobile banking offerings of the top 15 US banks comes at a time when the nation’s leading banks are together moving towards offering more robust mobile services and capabilities, illustrated by a tightening of the scores among the top tier banks. This continued maturation of mobile banking is marked by a heightened focus on the customer experience with new UI designs, more efficient navigation and the ability of banks to offer more money movement capabilities, such as person-to-person (P2P) payments, inter-institutional ACH transfers and advanced bill payment and eBill functionality. (e.g. using mobile number/e-mail to transfer funds).
Underscoring the importance and growing adoption of these advanced transactional service offerings, Forrester recently predicted that total mobile payments will reach $90 billion by 2017, up from $13 billion in 2012.
Overall, mobile banking adoption rates continue to spike, rising from 20% in 2011 to 33% today, according to a recent survey by the electronic payment organization, SWACHA. These facts all highlight the importance and relevance of Keynote’s latest Scorecard evaluating the mobile banking features and functionality of leading US banks.
Methodology: Keynote Competitive Research, the industry analysis group of Keynote, conducted the Fall 2013 Mobile Banking Scorecard study, measuring and ranking 15 of the largest retail banks, based on a set of 120 objective, weighted criteria tracked as applicable in each of four modes: Text, Mobile Web, iPhone App and Android App and grouped into four categories: Functionality, Ease of Use, Privacy & Security and Quality & Availability. Banks evaluated for the Fall 2013 Keynote Mobile Banking Scorecard include (in alphabetical order) Bank of America, BB&T, Capital One, Chase, Citibank, Citizens, Fifth Third Bank, KeyBank, PNC, Regions Bank, SunTrust, TD Bank, USAA, US Bank and Wells Fargo.
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