Executive Summary

Mobile banking is an increasingly important tool in the fight to win and lock in customers, and Canadian banks can maximize it by aligning offerings with consumer demand. This third annual study reveals which of the seven largest Canadian financial institutions (FIs) by assets are leading the pack, based on our exclusive survey data and analysis of 42 emerging features in their mobile banking apps.

3 KEY QUESTIONS THIS REPORT WILL ANSWER

1. How can mobile banking help Canadian FIs attract and retain customers?
2. Which features do mobile banking users in Canada value most?
3. How do the top seven Canadian FIs compare in their support for features that mobile banking users in Canada value most?

KEY STAT: A quarter of mobile banking users in Canada cited mobile banking capabilities as a main reason for switching banks—up from 16% last year. That raises the stakes for banks to meet consumer demand for emerging features.