Mobile banking was found to be the most rapidly growing banking channel in new research, with around double the number of Australians using it over a four-week period in comparison to those who visit branches. Roy Morgan said around 44.7 per cent of Australians use mobile banking in an average four weeks, in contrast to only 22.9 per cent who use branches. The researcher added around two-thirds (65 per cent) of the population now either use mobile or internet banking over a month, Roy Morgan said, showing an upward trend.
According to Roy Morgan, satisfaction with mobile banking users was also the highest of any channel, coming to 89.3 per cent in January, compared to 85.2 per cent for branches, personal bankers and advisers achieving 81.2 per cent and 77.2 per cent for phone banking. The market research firm’s Service Satisfaction Report-Consumer Banking Market January 2019 report also said mobile banking’s higher satisfaction levels has the potential to positively impact overall bank satisfaction. All of the big four banks’ customers had higher satisfaction with mobile banking than those using branches on average.
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