ABA survey shows American prefer online banking

Sept. 21, 2017

Some 40 percent of Americans manage their bank accounts online more frequently than any other method, according to a recent survey conducted by Morning Consult on behalf of the American Bankers Association.  

One in 4 consumers (26 percent) use their mobile devices most often to conduct their banking business, while 18 percent visit their bank's branch the most frequently.

"Since the first smartphone changed the world 10 years ago, banks have leveraged mobile technology to take customer account access and convenience to the next level," Nessa Feddis, ABA's senior vice president and deputy chief counsel for consumer protection and payments, said in a press release about the report. "Banks are also integrating new technology in the design and functionality of their branches, which are still popular with many customers."

When asked "Which of the following methods do you use most often to manage your bank account?" consumers responded as follows:

  • Internet (Laptop or PC) – 40 percent;
  • Mobile – 26 percent;  
  • Bank Branches – 18 percent;
  • ATM – 7 percent;
  • Telephone – 4 percent;  
  • Mail – 2 percent; and  
  • Don’t know/No opinion – 3 percent

A breakdown of age demographics shows different preferences among different generations.  

Nearly half (46 percent) of Americans aged 18-29 use mobile banking the most, while more than half (52 percent) of those aged 65 and older do most of their banking online.  

Mobile and online banking are nearly tied as the most popular option among Americans aged 30-44 (36 percent vs. 35 percent, respectively).  

Visiting a bank branch is the second most popular option with Americans aged 55 and older (27 percent), while only 11 percent of those aged 18-29 prefer to visit a branch to conduct transactions.

The survey for this report was conducted by Morning Consult on behalf of the ABA from August 24-26, 2017, among a national sample of 2,000 adults.


Topics: Mobile Banking


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