ABA Survey: Customer Preference for Digital Banking Continues to Grow

Nearly three quarters of Americans (73%) most often access their bank accounts via online and mobile channels, according to a new ABA/Morning Consult survey released yesterday. Those who said they most frequently use their laptop or PC to access their bank account dropped over the past year from 42% to 37%, while 36% now say mobile is their go-to method, up from 30% a year ago.

Mobile had the highest appeal among younger generational cohorts; 62% of those aged 18 to 29 and 53% of those aged 30 to 44 said they used mobile the most. Meanwhile, those aged 45 and older said they preferred to use the internet.

The survey also found that 17% still use their bank branch most often to access their bank accounts. “The continued popularity of branches is a testament to the efforts banks have made to modernize and personalize the customer experience at those locations,” said ABA SVP Nessa Feddis. “While many customers lean toward a favorite banking method, we’re seeing that most typically use a mix of the account management methods that financial institutions offer. They like having options.”

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