We can help you leverage digital channels to enhance your customers’ experience
Evolving customer-demands and digital-native providers encroaching on the turf of traditional banks are fueling the paradigm shift towards seamless digital channels. Javelin's digital banking research team tracks industry trends and anticipates what’s next and delivers actionable advice that guides our clients—and benefits their customers. Javelin’s rich data and unbiased insights can help financial institutions deliver experiences that are satisfying to consumers and build trust and lasting relationships.
Digital Banking Research
Reports
Credit Score Monitoring Becomes a Crucial Mobile-First Behavior
Free credit scores shine as a compelling financial fitness feature for banks and credit unions, especially for mobile banking users in general and Gen Z in particular. Consumer preferences for reviewing credit scores in mobile banking reached a ...
Loan Education: Not Ready for the Mobile-First Era
Although banks provide a wealth of financial education on loans on their public websites, they integrate little of the content, calculators, and other features in digital banking for easy access once customers log in. This effectively treats cus...
The Credit-Building Pathway: Banking's Opportunity for a Fresh Approach
The banking industry’s traditional answer for Americans with limited or damaged credit histories is to educate customers generically, equip them with credit scores and do-it-yourself credit-building tools, and sell them a secured card with no fo...
Card Controls: A Service in Search of a Strategy
The current adoption of card controls by consumers is disappointing, but several indicators suggest that better positioning of these features by financial institutions would spur more use. Consumers care about security—it is the second heaviest ...
How to Supercharge Digital Banking with Payroll Data
Blind spots hinder banks and credit unions from providing reliable financial advice in digital banking. Fintechs such as Argyle, Atomic, Flinks, and Pinwheel are jockeying to provide “real time” payroll data that FIs are using to improve account...
Generation Z: Halfway to Adulthood and Ready to Borrow
Approximately half of Generation Z—those born since 1997—has graduated into adulthood, and that carries strong implications for financial institutions. Gen Zers are moving beyond foundational checking accounts into more complicated financial liv...
Business Financial Health
We will outline 11 principles for business financial health and discuss how banks can use financial health concepts to inform product design, marketing, and digital banking capabilities.
Want to Boost the Value of Your SMB Portfolio?
Javelin's Ian Benton is a panelist on this webinar discussing how to leverage technology to meet the needs of small and medium sized businesses.
Elevating Customer Service in Mobile Banking
Customer service in mobile banking remains an inconsistent and disappointing experience, as evidenced by the 48% median score of the nation’s top 20 financial institutions in the 2023 Mobile Banking Scorecard by Javelin Strategy & Research. The ...
Loyalty Through Lending: Building Relationships with Short-Term Loans
Cash-strapped consumers’ old options for short-term loans, running the gamut from the benevolence of friends and family to high-interest (some would say predatory) products of payday lenders, have broadened considerably. Fintechs have entered th...