The Forrester Mobile Banking App Functionality Assessment

June 8th, 2023

Peter Wannemacher Principal Analyst

Sohm Gough Researcher

Pushpa Marwal Analyst

Zhi-Ying Barry Principal Analyst

Kerstin Wehmeyer Researcher

With contributors:

David Hoffman , Oliwia Berdak , Aaron Suiter

Summary

Mobile apps are a crucial part of a bank’s relationship with customers. Customers’ expectations of banking apps continue to rise and expand, driving the need for additional capabilities to enhance transactions and services. To deliver a superior digital experience — and drive engagement and stickiness — banks must offer leading functionality in six categories: account management; money management; money movement; self-service features; assisted service features; and marketing and sales. This assessment tool helps digital leaders gauge the quality of their mobile banking app functionality and recommends actions they can take to improve it.

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