Conducted regularly since 2002, the survey provides ongoing insight into shifting consumer financial behaviors and trends. Key findings include:
- Mobile and tablet banking grew significantly in 2013, paralleling growth in device ownership
- Mobile banking use skews to Gen Y and Gen X, while tablet banking use is spread more evenly across generations
- Consumers rely on digital channels for access to realtime account information, and to conduct transactions
- Online remains the dominant digital banking channel in terms of overall usage and transactions
- Bill payment remains a digital staple, and usage correlates with deeper overall customer relationships, higher satisfaction and increased customer loyalty
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