U.S. Bank Leads Keynova Group's Q3 2026 Mobile Banker Scorecard

Susan Foulds, managing director of Keynova Group, noted that consumer expectations for mobile banking are influenced by their experiences with various digital services. She emphasized that while banks are cautious about implementing AI-driven interactions, there is growing demand among customers for advanced digital assistance, including voice interactions. Foulds stated that banks aiming to excel must enhance their digital assistance, improve security measures, and ensure consistent policies and accessibility options.

Despite the rising expectations for voice-enabled virtual assistants, their availability remains limited in mobile banking. Currently, only Bank of America's Erica and U.S. Bank's Smart Assistant provide voice interactions for common tasks, such as scheduling bill payments and conducting transfers. While 35% of the evaluated banks now offer advanced virtual assistants capable of natural language processing via text exchanges, many customers still find the technology lacking.

In terms of security, banks are moving beyond traditional login security questions and one-time passcodes, implementing additional authentication requirements for higher-risk transactions. Approximately 30% of Scorecard banks offer passkey authentication for mobile web login, while only 18% provide it for mobile app logins. The integration of mobile apps as authenticators is increasing, and nearly half of the apps require multifactor authentication for PIN resets.

Accessibility features are also evolving, with about half of the Scorecard banks offering viewing adjustments like text size and dark/light modes. However, fewer than half provide links to accessibility policies on their login screens. Many banks do offer links to privacy and security policies on mobile web logins, but only half do so on app login screens, indicating a lack of consistency in digital policy practices across platforms.

Keynova Group’s Mobile Banker Scorecard is a semi-annual assessment that evaluates various aspects of digital banking experiences. The Scorecard has provided insights for over two decades, helping financial institutions enhance their mobile strategies. For more information, visit Keynova Group's website.