The US banks offering the most desirable mobile features in 2018 are Citibank, Wells Fargo, USAA, NFCU, and Bank of America, according to Business Insider Intelligence's second annual Mobile Banking Competitive Edge study. Mobile banking has become a critical factor people consider when choosing a bank. In fact, 61% of respondents to our survey said they would change banks if theirs had a poor mobile banking experience.
To help banks earn customers with leading mobile banking features, our 2018 Mobile Banking Competitive Edge study selected 33 in-demand mobile banking features — 11 of which were added this year — and ranked them based on how valuable 1,100 customers say they are. Using this ranking, we examined the offerings of the 20 largest banks and credit unions in the US to determine which banks are doing the best job of meeting customers' desires in mobile banking.
Here are the leaders in offering desirable mobile banking features:
Citibank set a new bar for sought-after features. Business Insider IntelligenceThis year, the bank introduced a slew of features to enhance its app, including the ability to dispute charges, the capability for users to see accounts at other institutions, and the ability to open a new account. In addition to being first overall, thanks to its well-rounded set of in-demand features, Citi leads in the "account access" category, which measures login options such as biometrics.
- Rank: 1st (+2 places).
- Score: 81 out of 100 points.
Wells Fargo led in security and transfer features. <img class="float_right" src="https://media-bii.businessinsider.com/images/5bbe3df0ac0a6340f111a505-1920-1438.png" border="0" alt="SSSWells" width="300" height="225" style="float: right;" data-mce-source="Business Insider Intelligence" srcset="https://media-bii.businessinsider.com/images/5bbe3df0ac0a6340f111a505-160-120.jpg 160w, https://media-bii.businessinsider.com/images/5bbe3df0ac0a6340f111a505-320-240.jpg 320w, https://media-bii.businessinsider.com/images/5bbe3df0ac0a6340f111a505-480-359.jpg 480w, [...]