US Mobile Banking Emerging Features Benchmark 2023

Revealing Which Features Consumers Prize Most—and the Banks That Deliver

Innovative mobile banking features will be key for customer acquisition as Gen Zers become US banks’ main audience. But right now, banks’ ability to meet consumer expectations is slipping. Our study shows how banks can stay ahead in the battle to win customers.

Key Question: Which mobile banking features will best enable US banks to win customers?

KEY STAT: US consumers want banks’ help in keeping their personal information secure as data hacks proliferate. Alerts for Social Security number (SSN) breaches was the study’s most in-demand feature.

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    Table of Contents

    1. Executive Summary
    2. The Battle for Gen Z Customers Will Be Fought on Mobile
    3. Consumers’ Most Valued Features and Categories in 2023
    4. Leading US Banks in 2023
    5. No. 1: Security and Control
    1. No. 2: Alerts
    2. No. 3: Transfers
    3. No. 4: Account Management
    4. No. 5: Digital Money Management
    5. No. 6: Customer Service
    1. Methodology
    2. Survey Demographics
    3. Insider Intelligence Interviews
    4. Sources
    5. Media Gallery

    Interviewed for This Report

    Dorel Blitz
    VP Strategy and Business Development
    Interviewed July 31, 2023
    Jeff Chen
    Vice President, Product Management
    Interviewed August 4, 2023
    Jaime Dominguez
    Principal Product Marketer
    Interviewed August 9, 2023
    Jonathan Hartsell
    Head of Product, Digital Banking
    Interviewed August 17, 2023
    Jessica Vogol
    Senior Vice President, Marketing
    Interviewed August 3, 2023
    Erin Wynn
    Executive Director, Product, NCR Voyix Digital Banking
    Interviewed August 11, 2023

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    First Published on Nov 27, 2023


    Maria Elm, and Tiffani Montez


    Jennifer Pearson
    VP, Research
    Na Li
    Director, Primary Research
    Suzy Davidkhanian
    Principal Analyst, Retail & Ecommerce