THE MOBILE BANKING COMPETITIVE EDGE REPORT: How banks rank on offering the features consumers say are critical for choosing a bank

BI Intellgence

This is a preview of a research report from BI Intelligence, Business Insider’s premium research service. This report is exclusively available to enterprise subscribers. Check to see if your company has access.

Banks are going to new lengths to attract and retain customers with mobile features.

In BI Intelligence’s Mobile Banking Competitive Edge study, 83% of respondents said they use mobile banking. And banks are investing in mobile banking capabilities at unprecedented levels: Bank of America tripled its 2015 mobile banking budget in 2016, and maintained it through 2017, for example. Cutting-edge banking services are “table-stakes to attract and retain customers,” according to Michelle Moore, Head of Digital at Bank of America.

BI Intelligence’s first Mobile Banking Competitive Edge Report identifies which mobile banking and emerging features are most important to consumers when choosing a bank. The study ranks the largest 15 banks and credit unions in the US by whether they offer the mobile features that customers say they care most about. The report helps channel strategists choose which features they should focus their attention on, and lets them see how they compare torival banks in offering those features.

This study uses exclusive data from the BI Insiders Panel (BIIP),an exclusive online community of 17,000 of our readers from all over the world.Designed to be a leading-edge indicator of what’s next in digital, BIIP members tend to be affluent, tech-savvy early adopters. This means that the BIIP community is an especially sensitive indicator of what consumers will buy and adopt, as well as what behaviors, devices, and platforms will be the winners in digital disruption.

Here are some of the key takeaways from the report:

• Wells Fargo leads the pack. The bank offers in-demand mobile transfer capabilities, along with competitive features related to security and mobile wallets. USAA follows closely behind in second. Bank of America and Citi are tied for third, and Capital One rounds out the top five.
• Mobile transfers are the most in-demand mobile features. Transfers are the most important category of features to consumers when choosing a bank, according to our study. The most in-demand feature in this study, instant transfers, is in this category. Transfers also include bill pay, international transfers, and peer-to-peer (P2P) payments.
• Post-Equifax, consumer interest in security tools is high. Security and control was the second most popular category in the study. Gen Xers value several features in this category — such as setting travel notifications and mobile access to ATMs — more than millennials.
• Interest in advanced mobile banking account access is poised to jump. The account access section, the third most popular in this study, includes features like biometrics and account aggregation. With Face ID giving customers a new way to log in to banking, interest in the group of features will likely rise.
• In spite of lagging adoption, interest in mobile wallets is still healthy. This category weighs not only whether banks support provisioning their cards in each of the popular wallets, but if they offer their own bank-branded wallets. Our study shows consumers rank support of third-party wallets as much more important than banking solutions.
• Conversational features have the lowest demand in the study. The voice- or chatbot-based banking tools in the category are desired by only a small fraction of consumers. Instead of using the features to attract new customers, banks are exploring offloading costly transitional conversations with live support staff to AI.

In full, the report: