MOBILE BANKING IS NOW RUNNING
NECK-AND-NECK with ATMs in consumer
popularity, according to a recent ABA survey.
Online banking is still America’s most popu-
lar banking method, but mobile banking is now
preferred by 12 percent of consumers—up from
3 percent just five years ago. Thirteen percent of
consumers cite ATMs as their preferred banking
method—only 1 percentage point more than
those who list mobile banking.
The annual survey of 1,000 U.S. adults was
conducted for ABA by Ipsos Public Affairs, an
independent market research firm, July 8-13,
This is the seventh year in a row that custom-
ers have named the Internet as their favorite out-
let for conducting their banking business. Nearly
one-third of respondents ( 32 percent) said it is
the method they use most often to manage their
bank accounts, up slightly from 31 percent in
The number of people who preferred visiting
a branch fell 4 points to 17 percent, but branch
banking remained the second most popular way
to bank. ATMs fell slightly to 13 percent. Nessa
Feddis, ABA’s senior vice president and deputy
chief counsel for consumer protection and pay-
ments, expects mobile banking’s popularity to
continue its gradual climb.
“Mobile banking’s popularity will continue
to grow as banks enhance their mobile function-
ality and make it easier for consumers to access
their accounts anytime and anywhere,” says Fed-
dis. “Mobile banking is also an e-banking op-
tion for those who don’t have a computer but do
have a smart phone. As consumers spend more
time on their mobile devices, it’s likely that more
people will adopt mobile banking as their top
choice going forward.”
When asked “Which method do you use
most often to manage your bank account(s)?”
customers responded as follows:
m;Internet Banking (laptop or PC): 32
percent ( 31 percent in 2014).
17 percent ( 21 percent in 2014).
m;ATMs: 13 percent ( 14 percent in 2014).
m;Mobile (cell phone, Blackberry, PDA,
iPad, etc.): 12 percent ( 10 percent in 2014).
7 percent ( 6 percent in 2014).
m;Telephone: 5 percent ( 7 percent in 2014).
m;Don’t Know :
13 percent ( 11 percent in
“While everyone has their own preferred
method, banks provide a diverse menu of options to meet the needs of all customers,” said
Feddis. “Online and mobile banking are features
that complement, but do not replace, branches.
The design of branches may change, but as the
survey numbers suggest, they’re here to stay.”
Online banking first became the most preferred banking method in 2009 with 25 percent
of customers naming it as their favorite. Previously, visiting a branch was the most popular
method, followed by ATMs.
Mobile Banking Continues to Grow in
Consumer Popularity: Now Neck-and-Neck