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2013 Global Mobile Banking Functionality
by Peter Wannemacher and myriam da Costa, april 25, 2013
For: eBusiness &
Forrester evaluated The Mobile Banking services of 15 Banks
Forrester evaluated the mobile banking offerings of 15 banks in Australia, Canada,
France, Germany, the Netherlands, the UK, and the US. Our evaluation criteria
cover account information, transaction functionality, usability, and support for
different mobile platforms.
every Bank does some Things Well, But There’s plenty of Room For
Although Chase stood out for having the best mobile banking service overall, we
found best-in-class examples from almost all of the firms we assessed. We also
found important opportunities for improvement at every bank, as you would
expect for a relatively new touchpoint.
Banks Need To Make More use of Mobile Context
The most obvious missed opportunity among the 15 banks we reviewed is that few
are making effective use of context to make information more relevant to customers.
Sales is another big missed opportunity: Some banks aren’t even trying to cross-sell
products and services through mobile, and none of the 15 does it effectively.
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