2019 Mobile Banking Scorecard: Choosing Between Transactions and Transformation

Javelin’s 2019 Mobile Banking Scorecard shines a bright light on a growing dichotomy between the best apps in the U.S. and the homogenous majority. Most of the mobile banking apps from the 25 largest banks in the country nail the basic transactional and reporting needs of customers. This year’s scorecard tracks more. than 200 features across six categories: Ease of Use, Security Empowerment, Money Movement, Financial Fitness, Customer Service, and Account Opening. Performance across these six categories measures what consumers say are the most important aspects of their satisfaction with their primary bank’s mobile banking app. Individual criteria are weighted and analyzed for strategic value, channel optimization, and customer experience. For the third consecutive year, Bank of America’s mobile app is crowned “Best in Class” overall. It ranks as a leader in five categories, with BB&T and USAA also recognized as overall leaders. 
 
Key questions discussed in this report:

• What aspects of mobile banking make up the competitive front lines today? 
• Which categories have grown in importance to consumers’ overall mobile satisfaction? 
• What critical mobile banking features still see low adoption rates from many banks?
• What areas of mobile banking most sharply separate the best apps from the worst?