Best Practice Report

The Forrester Digital Experience Review™: US And Canada Mobile Banking Apps, Q3 2023

We Evaluate 12 Mobile Banking Apps In North America

September 28th, 2023
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
Senem Guler Biyikli, PhD, Analyst
Senem Guler Biyikli, PhD Analyst
David Truog, VP, Principal Analyst
David Truog VP, Principal Analyst
With contributors:
David Hoffman , Ian Jacobs , Sohm Gough , Aaron Suiter , Delilah Gonzalez , Jen Barton

Summary

Banking customers regularly use mobile apps to monitor their balances, view transactions, move money, improve their financial health, complete service tasks, and find additional products and services to help them achieve their goals. We evaluated the functionality and user experience of the mobile banking apps of 12 large banks in the US and Canada. Bank of America, RBC, Scotiabank, U.S. Bank, and USAA have the strongest mobile apps overall, but all banks have work to do in order to engage with and create value for users. Digital executives and their teams can use this report to understand where North American banks’ mobile banking apps excel, where they fall short, and how to strengthen their own apps.

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