In 2011, online and mobile banking in the U.S. experienced substantial growth as adoption of these channels grew alongside investments made by financial institutions to develop their presence on these digital platforms. Online banking volumes across the top 10 banks grew to more than 65 million liquid deposit account (LDA) customers, which include users of checking, savings, and money market accounts (excluding certificates of deposit). In Q2 2011, 16 percent of mobile users reported using their devices to access financial information – a percentage that is only likely to grow as consumers become more accustomed to incorporating the use of their mobile and tablet devices to perform banking transactions.
This report analyzes the state of online and mobile banking activity in the U.S. in early 2011, providing key insights into customer behaviors, attitudes, satisfaction, service usage, and mobile adoption.