For eBusiness & Channel Strategy Professionals

The State Of US Mobile Banking: 2011

Mainstream Adoption Hinges On Issues With Value, Security, And Support

    Why Read This Report

    Mobile banking adoption continues to gather momentum in the US, fueled by strong consumer appetite for smartphones and banks' burgeoning supply of new mobile banking applications, websites, and alerts. As consumers gain confidence with the channel, their needs are shifting from simple functionality like account balances and ATM locators to transactions like bill payment and account transfers. Channel managers face many hurdles as they seek to encourage this evolution from mobile banking novelty to self-service utility. Banks hoping for return on investment (ROI) from greater transactional volume and lower customer service costs must first address shortcomings with the channel's value, security, and support. Until it is treated like a standalone channel, mobile banking will only serve the day-to-day needs of those consumers already using other electronic channels.
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    • Mobile Banking Is Poised To Enter The Retail Banking Mainstream
    • Information Delivery Still Dominates, But Transactional Use Is Growing
    • With Adoption Humming, Executives Must Shift Focus To Value And Support

      Support Mobile Fully As The Standalone Channel Customers Believe It To Be
    • Supplemental Material
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      Consumers Continue To Question Mobile Banking's Security, Cost, And Value