The Challenge

Mobile apps have emerged as a key driver of competitive success for U.S. banks and credit card providers. Mobile banking became the most satisfying interaction channel for consumers in the 2016 Retail Banking Satisfaction Study, with overall satisfaction among customers who were highly satisfied with mobile banking being 82 points higher than among non-mobile users. Among credit card customers who were highly satisfied with mobile, satisfaction was 104 points higher than among non-mobile users.

As mobile financial services continue to evolve, banks and credit card providers need to understand how effective they are at meeting customers’ mobile needs and expectations and how their performance compares with competitors. Knowing what drives satisfaction and adoption enables service providers to make informed investment decisions to achieve growth and profitability objectives.

The Solution

The J.D. Power 2018 U.S. Banking Mobile App Satisfaction StudySM and J.D. Power 2018 U.S. Credit Card Mobile App Satisfaction StudySM explore adoption and satisfaction with the features and content of leading financial institutions’ mobile apps and identify what drives best-in-class mobile app customer experience. The studies provide critical benchmarking information and qualitative feedback on mobile apps based on nearly 6,800 customer responses.

A study subscription will provide access to the insights needed to gain a comprehensive, in-depth understanding of your company’s performance relative to the competitive field and to identify areas needing improvement.

Study deliverables include:

  • An analyst briefing that provides insights into key industry trends, allowing your company to maximize performance
  • Access to a personalized competitive data set, allowing you to see how your company stacks up against competitors, the industry, and the top performers
  • A detailed comparative analysis focused on key performance metrics based on customer responses and expert analysis
  • An executive in-person presentation providing a summary of your company’s results compared with key competitors and recommendations for improvement

The Benefits

Financial institutions that subscribe to the study will be better able to understand their competitive position as it relates to specific aspects of their mobile offering, allowing them to pinpoint opportunities for improvements in areas that matter most to customers. The primary factors evaluated in the study will include ease of navigation, appearance, availability of key information, range of services, and clarity of information. Subscribers will also gain an understanding of the primary drivers/barriers related to mobile adoption and an overview of their customers’ perceptions of emerging mobile payment providers such as Apple Pay and Samsung Pay.