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Saturday 25 March 2017


Wells Fargo scores on mobile banking

Written by Michelle Stevens

Wells Fargo has topped the latest Mobile Banking Scorecard for US consumer banks published by Keynote.

As well as gaining the highest overall score, Wells Fargo took first place in three out of the four individual categories – functionality, ease of use, and quality and availability. It was also ranked first for three out of four mobile modes – mobile web, iPhone and Android.

Speaking about the bank’s mobile success, head of Wells Fargo’s digital channels group, Jim Smith, said: “Our fastest growing channel in the history of the bank continues to be a huge hit with our more than 12 million active mobile customers, and this top honour from Keynote underscores our commitment to helping customers manage their finances anytime, anywhere.

“Rather than innovate for the sake of innovation, we’re continually evaluating our customers’ needs, and innovating accordingly to help them achieve financial success.”

Ben Rushlo, VP of analytics at Keynote, added: “Keynote’s most recent scorecard reflects the rapid evolution of mobile banking functionality and customer expectations. Wells Fargo’s mobile offering stands out, with extensive capabilities and design elements attentive to the unique needs of mobile users on the go.

“Overall, we see the leading banks in the scorecard continuing to focus on improving the mobile customer experience with more efficient navigation to common tasks, and more vibrant and easy-to-view design elements,” he continued. “We’re seeing a dramatic increase in options such as shopping for deposit accounts, home loans and credit cards, as well as more self-service tasks such as card replacement, change password and alerts management requests.”

Keynote is a mobile and web cloud testing and monitoring company, and has been publishing the bi-annual Mobile Banking Scorecard since 2011. The benchmarking study tracks and comparatively assesses the mobile apps and websites of 15 US consumer banks across each mobile banking mode: SMS text, mobile web, and mobile apps for iPhone and Android phones. It also measures across four categories: functionality, ease of use, privacy and security, and quality and availability.

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