Results indicate an increasing focus on the development of functionality and design elements tailored for the mobile experience, according to a Keynote Systems study of mobile banking.

Keynote Systems, which tests and monitors mobile and web clouds, announced the results of the Fall 2012 edition of the Keynote Mobile Banking Scorecard, first launched in 2011.

Chase Bank achieved its second consecutive win for Overall Score, while second place went to Wells Fargo and third place to Bank of America.

Leaders for individual modes include BB&T for Text banking, Wells Fargo for Mobile Web, Chase for iPhone and BlackBerry App banking and Bank of America for its Android App. Looking across the five modes, the Scorecard found Chase offers the best overall Functionality and Ease of Use while Wells Fargo leads in Privacy & Security and Quality & Availability.

"Tracking the top 15 retail banks in depth, we found the largest banks tended to offer the strongest app banking, but customers of the smaller banks tracked were just as likely to enjoy the best in text banking," says Chris Musto, general manager of Keynote customer experience delivery. "Year over year, we saw that banks that had planned BlackBerry Smartphones apps, are pulling back with the falling market share of the brand."

The Keynote Scorecard results indicate that there is increasing focus on the development of functionality and design elements tailored for the mobile experience.

"Banks are now moving beyond designing mobile banking offerings that are simply a subset of what consumers can already do in online banking. Even in the midst of a long-term decline in paper checks, smart phone check deposit is becoming readily available and on its way to becoming pervasive. The one obvious hold up is mobile payments, which is still largely absent from mobile banking," says Musto.

This edition of the Keynote Mobile Banking Scorecard marked the debut of USAA, which offers mobile banking in all five modes and had its strongest performance in overall Functionality.

Methodology: Keynote Competitive Research, the industry analysis group of Keynote, conducted the Fall 2012 Mobile Banking Scorecard study, measuring and ranking 15 of the largest retail banks, based on a set of 101 objective, weighted criteria tracked as applicable in each of five modes: Text, Mobile Web, iPhone App, Android App and BlackBerry App, and grouped into four categories: Functionality, Ease of Use, Privacy & Security, and Quality & Availability. Banks evaluated for the Fall 2012 Keynote Mobile Banking Scorecard include (in alphabetical order) Bank of America, BB&T, Capital One, Chase, Citibank, Citizens, Fifth Third Bank, KeyBank, PNC, Regions Bank, SunTrust, TD Bank, USAA, U.S. Bank, and Wells Fargo.

[This article was posted on November 19, 2012, on the website of ABA Banking Journal, www.ababj.com.] 

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