Survey: Mobile Customers More Likely to Recommend Their Banks
Mobile banking customers are more satisfied with their banks, and more likely to recommend them to others, according to a new survey of 991 US banking customers released by FICO, a provider of predictive analytics software.
The survey found that 82% of mobile banking app users reported they were satisfied with their banks; that number dropped to 71% among customers that don’t use mobile banking. And while 76% of mobile banking users said they would likely recommend their banks, only 67% of non-mobile customers said they would do so.
[For More of Our Mobile Banking Coverage, Check Out: 5 Keys to Success for a Mobile-First Strategy]
Younger customers were also found to engage more with their banks through their mobile devices: 70% of respondents between ages 25 and 34 said they use a mobile banking app. Among customers between ages 35 and 49, that number dropped to 54%. And only 36% of the respondents over the age of 50 said they use mobile banking apps.
Millennial customers are also more likely to interact with their banks via text message, as 16% said they would prefer text messages instead of other forms of communication like emails or phone calls. Only 9% of the respondents between ages 35 and 49 and only 5% of those over the age of 50 expressed the same preference.
Jonathan Camhi has been an associate editor with Bank Systems & Technology since 2012. He previously worked as a freelance journalist in New York City covering politics, health and immigration, and has a master's degree from the City University of New York's Graduate School ... View Full Bio