Bank of America and Wells Fargo Place First in Keynote Mobile Banking Scorecard
By Susan Foulds | April 23, 2015
For the third consecutive Scorecard, Wells Fargo has ranked first in the semi-annual Mobile Banking Scorecard and Bank of America moved up from 2nd place to share top honors. (Bank of America also came in 1st place in Keynote’s Q4 Banker Scorecard and in its annual Small Business Banker Scorecard released in June 2014).
The Keynote Mobile Banking Scorecard, launched in 2010, is modeled on the highly regarded suite of Keynote Scorecards for online banking and financial services introduced in 1998. These intelligence assessments compare mobile banking capabilities offered by the 15 largest U.S. consumer banks.
The three mobile modes are evaluated in the benchmark: SMS text, Mobile Web, and Mobile Apps for iPhone and Android phones. Capabilities are measured against 150 objective criteria in four categories: Functionality, Ease of Use, Privacy & Security and Quality & Availability.
As mobile banking adoption continues to rapidly grow, with its level of convenience and expanding capabilities offered by banks, the digital banking customer experience must keep in step with customers’ expectations and needs. In 2014, mobile banking was used by 39 percent of mobile phone owners with bank accounts and 52 percent of smartphone users with a bank account.1Consumers and Mobile Financial Services 2015 The most common tasks were checking on balances and recent transactions, and transferring funds between accounts (intra-bank); however, 51 percent of the smartphone users also made a least one deposit through their smartphone app.2The Federal Reserve Board, March 2015 Some banks report that authenticated access through mobile devices has exceeded the number of logins from desktop online banking.
Who was included in the Q1 2015 Keynote Mobile Banking Scorecard?
The Scorecard evaluates 15 largest U.S. consumer banks based on total deposits: Bank of America, BB&T, Capital One, Chase, Citi, Citizens Bank, Fifth Third, KeyBank, PNC, Regions, TD Bank, USAA, U.S. Bank, and Wells Fargo.
- 1st Place: Bank of America and Wells Fargo
Top Scorers by Category:
- Functionality: Bank of America
- Ease of Use: Chase/Wells Fargo
- Privacy & Security: U.S. Bank
- Quality & Availability: Chase/Wells Fargo
Top Scorers by Mobile Mode:
- Text: BB&T
- Mobile Web: Bank of America
- Smartphone Apps: Bank of America
Keynote’s Mobile Banking Scorecard measures mobile banking capabilities measures against 150 objective, weighted criteria in four categories:
- Ease of Use
- Privacy & Security
- Quality & Availability
Mobile banking offerings for the three mobile modes are measured against relevant criteria for each mode: Text, Mobile Web, Apps (iPhone App and Android); resulting in scores for each Category and Model, rolling up into the Overall Score and relative rank of the banks evaluated in the Scorecard.
We will soon be releasing the results of Keynote’s Credit Card Scorecard, Mobile Insurance Scorecard, and Banker Scorecard in May. The next edition of the Mobile Banking Scorecard will be available in September 2015.