2015 Global Mobile Banking Functionality Benchmark

July 17th, 2015

With contributors:

Zhi-Ying Barry , Alyson Clarke , Oliwia Berdak , Benjamin Ensor , Rachel Roizen , Katyayan Gupta , Alex Causey , Tim Sheedy , Audrey Blumstein , Anjali Dhupar

Summary

Over the past five years, mobile banking has gone from little more than an extension of online banking to what one digital banking executive calls "the most important part of my job." eBusiness and channel strategy professionals at banks are under pressure to differentiate by offering mobile features that meet or exceed customers' needs and expectations. To help digital banking executives better understand this market, we used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of 41 large retail banks around the world. Our benchmark reveals important differences in the banks' mobile services and identifies areas for improvement at every bank: For example, the average score in our service features category is a disappointing 35 out of 100. This report helps digital leaders around the world benchmark their own mobile banking capabilities, identify best practices, and plan improvements to their mobile banking services.

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