Entersekt survey: Banking app innovation key to boosting adoption, everyday usage


Atlanta, 17 Apr 2019
Read time 2min 40sec

Entersekt today released further results from its recent online survey conducted by The Harris Poll among over 1 300 US adults who use banking apps once a month or more often (regular banking app users). The mobile-first fintech provider commissioned the independent market research firm to better understand US consumer attitudes towards mobile app-based banking and payments.

Data from the Federal Reserve, among others, show a significant slowing of mobile banking adoption in recent years, falling short of online banking usage rates even as smartphones approached saturation point and financial institutions of all sizes launched app-based services.

The industry has responded with a change in strategy, analysts say. There's more interest in designing cross-channel customer journeys, "hybrid experiences", now than during the years of double-digit growth in mobile user numbers. Banks continue to bring more of their traditional offerings on to their apps, but the emphasis is less on ticking boxes than on deepening engagement and moment-to-moment relevance by making the best use of channels' particular strengths.

Success during this period of rapid change rides on innovative thinking rather than an appeal to the tried and tested. Entersekt's survey found nearly three-quarters (71%) of regular banking app users would increase use of their banking apps if they offered a greater range of innovative, tech-savvy services, while over half (59%) would do the same if their apps were easier to use.

"The essence of digital channel innovation lies in empowering the consumer to do more through greater security," said Sherif Samy, SVP North America at Entersekt. "Mobile banking is widely used in the USA, but financial institutions can still increase adoption and usage significantly through customer-centric, channel-appropriate digital product development."

Great digital customer journeys start early, even before individuals sign up as clients. US banks and credit unions are giving attention to remote account opening, and Entersekt found it could be an early deal breaker. Over three in four regular banking app users (77%) say they would be more likely to choose a bank offering mobile account opening than one that does not. Interestingly, those on the cusp of Generations X and Y (those aged 35-44) value remote enrolment more so than their younger and older counterparts do (86% against 78% aged 18-34 and 73% aged 45+).

For more insights like these, download a complimentary copy of Entersekt's illustrated survey report from its Web site.

Survey methodology

This survey was conducted online by The Harris Poll on behalf of Entersekt, 22-24 January 2019, among 2 076 US adults aged 18+, among whom 1 928 are mobile device owners, including 1 362 who use banking apps at least once a month. For more information on the survey methodology, including weighting variables and subgroup sample sizes, please contact Haleigh Tomasek at haleigh@williammills.com.

Entersekt

Entersekt is an innovator of mobile-first fintech solutions. Financial services providers and other enterprises rely on its patented mobile identity system to provide both security and the best in convenient new digital experiences to its customers, irrespective of the service channel. Whether pursuing compliance through strong authentication and state-of-the-art app security or looking to meet consumer demand for on-the-go information sharing and payment capabilities, Entersekt's clients always enjoy a competitive advantage. For more information, visit www.entersekt.com.

Editorial contacts
Entersekt Debbie Visser (+27) 21 815 2800 debbie@entersekt.com
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