A consumer survey conducted by Juniper Research has found near universal satisfaction among U.K. mobile banking users, with 98 percent of those surveyed saying that they were "very happy" or "quite happy" with their service, according to a press release about the results.

The survey, however, also found that with mobile access now perceived as a key pillar of a bank's offering, 31 percent of mobile banking users would consider changing banks if they had a bad experience with their service.

In the U.S. this was much less of a concern; users display similar levels of satisfaction with the service, but only 16 percent of respondents would consider leaving their current bank — suggesting that the mobile platform is less critical to their banking experience.

According to the survey, while 70 percent of U.K. respondents now use mobile banking services, a lack of trust in online services remains a key barrier to nonusers, together with a preference for alternative engagement channels such as in-branch services. Juniper argued that to increase overall adoption, the trust issue would need to be addressed, particularly among older consumers where there was a greater prevalence of nonusers.

The survey also explored U.S. and U.K. consumers' attitudes towards contactless payments, with key findings including:

• Half of current contactless card users in the U.S. expect to use another method of contactless payment — such as a smartphone or wearable — in the future.
• Some 23 percent of U.K. respondents who currently do not use contactless payments expect to begin using smartphone or wearable-based contactless payments in the future — slightly more than expect to use contactless cards.