WASHINGTON — For the sixth year in a row, U.S. consumers are conducting their banking via mobile apps more than any other method, according to a new survey conducted by Morning Consult on behalf of the American Bankers Association, which also found a change in the behavior of Baby Boomers.
The national survey found that consumers continue to embrace digital banking channels, with the survey revealing:
- 54% of bank customers use apps on phones or other mobile devices as their top option for managing their bank account.
- 22% use online banking via laptop or PC more often.
- The next most popular banking methods include visiting a branch (9%), ATMs (6%) and telephone calls (4%).
According to the ABA, the percentage of those using mobile banking apps the most has more than doubled since ABA first teamed with Morning Consult to conduct this survey in 2017 (26% said mobile app was their preferred banking method that year).
Breakdown by Age
The ABA reported that a breakdown of age demographics shows preferences vary among different generations, including:
- About two-thirds of Generation Z (63%) and Millennials (67%) use mobile banking apps most often, while more than half of Generation X (56%) do so.
- For the first time in the history of the survey, Baby Boomers said they use mobile banking apps the most (38%), while the percentage that said they primarily utilize online banking via laptop or PC to manage their accounts dipped from 41% in 2024 to 35% this year.
- When it comes to branches, about 1 in 8 Baby Boomers (12%) visit bank branches the most often, while only 3% of Gen Z prefer to visit a branch.
Satisfaction Levels
The survey also found that consumers are highly satisfied with their bank’s digital banking channels, with the ABA survey finding:
- 95% of consumers rate their bank’s online and mobile app experience as “excellent,” “very good,” or “good.”
- When considering the growth of digital and online tools as well as traditional branches and ATMs, 96% of respondents characterized their overall access to banking services today as “excellent,” “very good” or “good.”
- 86% said innovation and technological improvements by banks are making it easier for all Americans to access financial services, an acknowledgment of the role technology is playing in reaching even those Americans in remote areas of the country.
