Best Practice Report

The Forrester Digital Experience Review™: US Mobile Banking Apps, Q4 2021

In The Wake Of The Pandemic, Customers’ Behaviors And Expectations Have Shifted — But Many Banks Are Failing To Keep Up

November 29th, 2021
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
Senem Guler Biyikli, PhD, Analyst
Senem Guler Biyikli, PhD Analyst
With contributors:
David Hoffman , Christiana Lano , Sam Bartlett

Summary

Mobile apps are the hub of many bank customers’ relationship with their money and their providers — and the starting point for financial decisions and activities. After nearly two years of the pandemic, consumers’ demands for what they should be able to accomplish in mobile banking have only increased. To test how effectively banks are creating valuable mobile banking experiences, we evaluated seven banks’ smartphone apps. This report lays out where these companies excel, where they fall short, and how bank executives and their teams can improve their own mobile banking efforts.

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