27% of Smartphone Owners Use a Mobile Banking App

by Michael Browning

According to our most recent survey of more than 1,400 customers of banks and credit unions, only 15% of customers use their bank’s SmartPhone app to access their account. Customers between the age of 25 and 34 were most likely to use their bank’s mobile app with a usage rate of 21.6%. Across all age groups, males had a significantly higher level of use (17.9%) than females (12.8%).

Mobile Usage Among Bank Customers Chart 1

Mobile Usage Among Bank Customers Chart 2

The percentage of users that indicated they used a mobile banking app stayed fairly consistent across Urban, Rural and Suburban geographic areas.

Mobile Usage Among Bank Customers Chart 3

According to a Pew Research Poll, 56% of Americans own a SmartPhone. This disparity between SmartPhone ownership and mobile banking app usage could indicate that community banks and credit unions could do a better job of communicating the availability of their mobile application. However, in our next survey we will be exploring user satisfaction with mobile banking applications. Those results will provide more insight into the issue and help shed light on whether the low user adoption is a result of quality of the applications available, or user awareness of the availability of a mobile banking app.


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