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Digital Banking Catching on with Consumers

In a sign that consumers are embracing digital banking, more than 72% of consumers reported they felt comfortable syncing their personal finances on their mobile phones.

Over 60% of consumers use financial apps for everyday banking, such as viewing account balances, budgeting and tracking expenses, or paying bills and transferring money, according to a survey from Webpals Mobile.

Fully 26% of them are do most of their banking digitally, and that statistic is steady across generations, for instance: Generation Z, 33.6%; Millennials, 27.7%; Generation X, 23.3%; baby boomers, 25.4%. However, just 10% use personal finance apps to apply for loans or mortgages.

Other highlights from the report are as follows:

  • Men were twice as likely as women to use financial apps for investing.
  • Millennials, 53%, are almost twice as likely as baby boomers, 27%, to use financial apps for depositing checks.
  • Older respondents reported more distrust of synching financial apps to their phones: Gen Z, 9.7%; Millennials, 13.1%; Gen X, 14.8%; baby boomers, 23.3%.
  • Only 10% of respondents have downloaded a financial app but never used it.
  • One-third of respondents reported to having no other personal finance appdownloaded on their phone other than their bank's app

Fully 56% of respondents reported that they feel the level of customer service on apps is equivalent as in person. Gen X is most likely to feel customer service is better on a finance app than it is in person, with almost 30% of respondents agreeing apps are superior when it comes to advice and information.

At a time when banking is going digital, app developers should remain cognizant of the importance of consumer trust, providing safe and efficient mobile banking services that rival, or even trump, that of traditional banks.

"This survey highlights just how trusting consumers have become with their mobile applications," said Inbal Lavi, CEO of Webpals. "Today's banking customers want the ease of financial apps but the same trust and respect they have been accustomed to with traditional banking. While potential customers are often familiar with brick and mortar branches, we can expect to see a steady increase in the rise of mobile finance consumers."

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