Wells Fargo has ranked first in a survey
of seven of the largest US retail banks, conducted by
California-based consultancy Keynote Systems.
Keynote measured and ranked the banks on
almost 100 criteria in four main categories covering their text,
mobile web and smartphone app offerings.
Go deeper with GlobalData
Keynote’s measured and ranked the banks on
almost 100 criteria including functionality, ease of use, privacy
and security, quality and availability across text, mobile web and
smartphone applications.
Chris Musto, general manager, Keynote
Competitive Research at Keynote, said:
“We found banks and their customers are
not converging on one method of mobile banking; text, mobile web
and apps for the three leading smartphone operating systems are
either available or on the to-do list at the largest
banks.
“Customers have yet to see much of the
mobile payment capabilities that are widely discussed in the
industry. Customer experience is still centered on classic online
banking services ported to the mobile environment. At this point,
banks vary greatly in what they’ve brought online and how
discoverable and usable they’ve made mobile banking
features.”
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By GlobalDataThe Scorecard found text
banking perhaps the least developed offering relative to its
potential.
Two banks do not yet
offer text banking, while the five that do each highlight the gaps
in the others’ offerings. For instance, only Wells Fargo offers a
text-based branch locator.
And only Chase offers
real-time balance alerts with the ability to reply with an action,
while only Bank of America allows customers to use text banking to
search for deposit transactions. And none of the banks allow
customers to initiate a funds transfer via text.
Keynote has not released
the order of the rankings, other than to say that Wells Fargo
ranked ahead of, in alphabetical order: Bank of America,
Capital One, Chase, Citibank, PNC Bank and US Bank.
