After Adopting New Banking Behaviors During The Pandemic, More Consumers Are Beginning To Prefer Mobile Banking

Forrester data from 2019, early in 2020, and during the pandemic showed that US consumers adopted many new behaviors and tried digital activities for the first time out of necessity or safety precautions. While it is difficult to predict future behavior, especially in times of crisis, early insights indicate an increase in consumers who prefer to use their smartphones to do their banking. This report provides a snapshot of Forrester’s data on US online adults’ usage and preference of using their mobile devices to do banking activities.