March 2019 – Mobile App Satisfaction and Preferences: Analysis of Corporate Insight’s 2018 Bank User and 2017 Investor Surveys

​​This report analyzes and summarizes data from our survey of banking users in July 2018 as well as our survey of brokerage users in November 2017. While overall satisfaction is high for mobile banking and mobile investing, firms in both industries should take note of changing preferences. Older generations value the most essential capabilities, while younger users expect more functionality from their banks and brokerages. Analyzing survey data across generations reveals increased importance for comprehensive platforms that balance basic functionality with advanced features. Meanwhile, banks and brokerages should note that higher satisfaction does not correspond to higher loyalty and many users of all ages have accounts with secondary institutions, with which to compare their primary firm’s offerings.

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