Tuesday, June 13, 2017

These are the banks with the best apps, according to consumers

woman using iphone

J.D. Power and Associates released its 2017 mobile banking apps scorecard on Monday.

The consumer insights firm asked 5,564 retail bank customers to rate their bank’s mobile app across five categories, in weighted order: ease of navigation; appearance; clarity of information; range of services; and availability of key information.

Surprisingly, just 31% of retail bank customers use mobile apps, J.D. Power found. Less than half of respondents said they felt their information was secure when banking on the go. 

“Even with the mobile channel having the highest satisfaction and consistency of all channels, adoption is stubbornly low—particularly when compared with overall smartphone penetration,” writes Bob Neuhaus, director of financial services at J.D. Power. “The challenge for both retail banks and credit card companies is to establish accessible entry points that ease resistant customers onto the mobile channel where they will, in all likelihood, quickly find that they are very satisfied with the experience.” 

Some people may have qualms about mobile finances, but millennials are hooked; 76% of  13 to 35-year-olds say they’ve used payments apps like Venmo or Square Cash in the last 30 days. 

Here’s the full ranking:

1: Capital One

Capital One’s Credit Wise feature helped the Virginia-based bank take top honors in the survey. Consumers rated it 870 of 1,000 total possible points. (Industry average is 855.)

The bank was also the only institution to get a 5/5 “power circle” rating from J.D. Power. 

Ron Secrist, head of online and mobile banking at Capital One, told Business Insider that “offering innovations that customers are looking for—not just innovation for innovation sake,” led to the success. 


2: Bank of America

The country’s largest bank in terms of assets takes the position of runner-up this year, with a score of 865. 

3,000 “digital ambassadors” at branches across the country have helped propel the Charlotte, North Carolina-based bank’s app to 20 million active users. 

3: TD Bank

Toronto-Dominion Bank’s US arm, which hails itself as “America’s Most Convenient Bank,” comes in at number three.

This month the bank announced it would join 30 other large financial firms in creating Zelle, a Venmo-competitor app for peer-to-peer payments. 

See the rest of the story at Business Insider

clusterstock?d=yIl2AUoC8zA clusterstock?i=hNzbWggGwGw:vciTH8nqHpY:F clusterstock?i=hNzbWggGwGw:vciTH8nqHpY:V clusterstock?i=hNzbWggGwGw:vciTH8nqHpY:g clusterstock?d=cGdyc7Q-1BI clusterstock?d=QXVau8BzmBE

June 13, 2017 at 11:19PM

from Graham Rapier