The Mobile Banking Metrics That Matter

October 2nd, 2015

With contributors:

Benjamin Ensor , Audrey Blumstein , Rachel Birrell

Summary

To achieve key business goals — such as boosting mobile banking use and increasing sales — eBusiness executives at banks need to put the right metrics in place for mobile banking. These metrics should track customers' use of mobile, identify opportunities for enhancements or new features, and help quantify the bottom-line benefits of mobile banking. This report identifies five categories of mobile banking metrics, recommends how to align them with business objectives, and offers a step-by-step process for collecting and using these metrics. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy; we revised this edition in September 2015.

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