In this mobile-first era, online banking is still the workhorse channel and the dominant digital touchpoint. This will continue for the foreseeable future. Javelin estimates that by 2021 online banking will serve 199 million U.S. adults. Although growth tapered off years ago, success in online banking will be measured by how FIs pick and promote features that cultivate customer relationships. Javelin’s Online Banking Scorecard evaluates solutions offered by nations largest financial institutions and examines trends in online banking, encompassing over 200 features across six categories: Ease of Use, Security Empowerment, Financial Fitness, Money Movement, Customer Service, and Account Opening. Javelin recommends ways that FIs can address these trends, rationalize investments in digital channels, highlight competitive threats, isolate features for product managers to prioritize, and draw out talking points for the marketing of digital banking.
Javelin Online Banking Award