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 Scores in Digital Banking: How to Help Customers Become Better Borrowers
Free credit scores have become a trendy digital banking bauble. But banks and credit unions can go further by augmenting and integrating digital tools that can play a daily role in coaching customers not only about how credit works in general, b...
Why Digital Banking Often Fails to Reduce Offline Volume: Education and Contextual Support Needed to Overcome Offline Inertia
As digital banking capabilities have expanded, consumer adoption of online and mobile channels has continued to climb. Surprisingly, consumer use of traditional banking channels — branch, ATM, call center — has dropped little.
Digital Lending Fraud
In this report, Javelin explores how these issues have come to unfold and the steps that lenders must take if they want to effectively resist this growing epidemic of digital lending fraud.
The Credit Needs of Small Businesses: Can Banks Beat Nonbanks at Their Own Game?
The market for small business credit has exploded since the Great Recession, with various nonbank lenders using innovative credit decision making, digital applications, and marketing practices to carve out a large market of business borrowers pr...
Marketing Paper Statement Turnoff: Why “Now” is the Time for a Refreshed Push for Digital Statement
The time is ripe to push digital statements aggressively. A decade ago when digital banking was new — notably, the iPhone had just been introduced — financial institutions cautiously asked customers to volunteer to turn off paper statements for ...
2017 Mobile Banking Scorecard: Security, Service, and Support Keys to a Better Standalone Experience
Javelin’s annual Mobile Banking Scorecard analyzes how well the nation’s top 28 retail banks and credit unions are keeping pace. The Scorecard examines more than 150 features of mobile banking apps in six key areas: ease of use, security empower...
2017 Online Banking Scorecard: Prioritize Features That Deliver Financial Control and Build Trust
Javelin’s Online Banking Scorecard identifies features that will enable financial institutions to achieve two strategic goals: 1) to serve as their customers’ primary FI for transactions, and 2) to build a trusting, advisory relationship that le...
Rethinking the Role of the Small Business Banker in a Digital World
This report examines how small business bankers are interacting with customers today, their effect on the value of the relationship, and the role they should play in transitioning business owners to a digital servicing model where the bank remai...
Financial Innovation Frontiers
AARP retained Javelin Strategy & Research in November 2016 to conduct a comprehensive independent study of the financial needs and behaviors of U.S. consumers 50 and older. This whitepaper follows two AARP projects--"Health Innovation Frontiers"...
Digital Bill Pay in the United States: Mobility, P2P, and On-the-Go Demands Put Industry at a Crossroads
Americans paid about $4.1 trillion in 2016 to settle 13 common bills that form the foundation of day-to-day living and a typical borrowing relationship — and digital payments accounted for 73% of the dollar volume. The continuing decline in mail...