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When it comes to offering cutting-edge mobile banking features that consumers most value, Wells Fargo tops the list, according to BI Intelligence’s Mobile Banking Competitive Edge study. Banks are increasingly putting mobile first to keep up with consumers' growing reliance on digital channels, as a strong suite of mobile offerings can now give them a major edge in attracting customers.
To help banks understand how to differentiate and win customers on mobile, we identified 33 key mobile banking features and ranked them based on how important consumers say those features are in choosing a new bank. Using this ranking, we evaluated the mobile offerings of the top 15 US banks and credit unions to select our 2017 Mobile Banking Pacesetters.
Wells - Fargo - USAA - Spots
Wells Fargo and USAA snagged the top spots.
Wells Fargo leads the pack. Despite the bank's recent high-profile scandals, its digital team has managed to stay ahead in mobile. Wells Fargo scored top marks in the transfers, wallets, and security categories of our scorecard, and ranked first overall. In recent months, the bank has added a number of new capabilities, including the ability to temporarily disable new cards, a Facebook chatbot in partnership with Kasisto, and the ability to use a smartphone in place of a card at an ATM. Rank: 1st. Overall score: 82 out of 100 points.
USAA - Second - Bank - Branch - Network
USAA follows with a close second. A military-serving bank without a branch network, USAA has built a sterling reputation for giving its customers, which it calls “members,” the best that digital channels have to offer. USAA led in the account access and artificial intelligence (AI) categories of our scorecard, and took the second spot in our broader ranking. The bank's success is partly due to its provision of several features that many competitors have yet to offer, such as integration with Amazon's Alexa voice...
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