Gaps in smartphone apps revealed in new research

Published on 30 August 2012 by in Latest News

brands twitter Gaps in smartphone apps revealed in new research

Research into the mobile banking sector has discovered that only 23 per cent of smartphone owners use a handset such as the iPhone to manage their finances. The study from Auriemma Consulting Group uncovered the statistic after an investigation into consumer app use across applications from the major High Street banks. The take up of mobile applications was low when compared to 65 per cent of those who accessed online banking from desktop PCs or Macs.

The investigation from Auriemma found that the use of mobile banking varied considerably depending on the user’s need. 69 per cent of those using their mobile for banking reviewed account balances, while 48 per cent viewed their most recent transactions (via a desktop, these figures grew to 88 and 72 per cent respectively). However, only 18 per cent used mobile banking to make bill payments, while just one fifth transferred money between accounts.

Speaking about research, Auriemma director Mark Jackson said:

“Given the continued growth forecasted and high consumer usage and engagement with smartphones, the research clearly shows that there are gaps in smartphone banking capabilities.

“Improving smartphone offerings has become necessary for issuers to stay on-par with the competition, and maintain consumer loyalty and engagement over upcoming years. Particularly as the payments industry delivers on consumer demand for mobile payments.”

The news that mobile banking has failed to penetrate into the handset market is at odds with the continued growth of the industry. An unsatisfying customer service experience has been touted as a possible reason for this disconnect across the different channels.

You can discover our work with customer experience management mobile applications here.

numero integrates with CDL to enhance multi-ch...

Customer experience specialist numero has collaborated with software house CDL, to enhance the insurance shopping experience through int...

Press Release: Callcredit Information Group Ac...

Callcredit Information Group, backed by private equity firm, GTCR, has acquired numero, the customer experience management specialist, i...

3 Customer service trends providing great customer experiences

3 Customer service trends providing great cust...

3 Customer service trends providing great customer experiences

Google Buy Now button coming soon

Google Buy Now button coming soon

Google Buy Now button coming soon

1  2  3  4  


© Copyright 2018 numero | All Rights Reserved | Registered in England & Wales 04127933 | Registered Office: One Park Lane, Leeds LS3 1EP | VAT no: GB775249202

numero is part of TransUnion Information Group (formerly Callcredit Information Group). You can find out how we handle personal data across Callcredit Information Group in the privacy centre at: This includes information about how we handle information relating to consumers who make contact with us and our business contacts.