National Survey: Bank Customers Now Use Mobile Apps More than any Other Channel to Manage Their Accounts

摘要

For the first time, bank customers are conducting their banking via mobile apps more often than any other method, according to a survey conducted by Morning Consult on behalf of ABA. The national survey found bank customers preferred mobile apps, both prior to and following the onset of the COVID-19 pandemic. Prior to COVID-19, 36 percent of bank customers used apps on phones or other mobile devices as their top option for managing their bank account, while 29 percent used online banking via laptop or PC the most and 17 percent (nearly 1 in 5 customers) most frequently conducted their transactions in person at their bank's branch. During the pandemic, the frequency of digital channel use increased even further (39 percent mobile app, 32 percent online) while branch banking fell to 10 percent.