The newly issued 2012 Mobile Banking Financial Institution Scorecard: from Javelin Strategy & Research hammers home one point, loudly: Financial services have become a mobile world.
Mobile banking now is used by 33% of mobile consumers, per Javelin, a jump from the 24% who used it in 2011. Of the top 25 financial institutions in the U.S., half now offer mobile person-to-person payments as well as mobile remote deposit capture, numbers that have “more than doubled” since the 2011 report.
A sore spot is rising consumer complaints about inabilities to access mobile banking services. According to Javelin, this is a growing trouble.
A problem for institutions is that consumers are using a broadening range of devices and access routes into mobile banking and that complicates any financial institution’s troubleshooting, said Mary Monahan, executive vice president and research director for mobile at Javelin, in a prepared statement.
The report also noted a significant change in usage patterns: “Mobile app banking has steadily risen over each of the past three years, while mobile web banking has dropped. FIs will need to alter their mobile banking strategies to correlate with these technology trends,” said a statement from Javelin.
Central to the Javelin scorecard is acknowledging the institutions that do mobile banking best. Chase won highest honors for the second year in a row, followed by Bank of America and USAA.