2025 Bank Experience Benchmarks Unveiled
U.S. Bank Claims Top Spot in Mobile Experience; Bank of America Leads Website Experience
Corporate Insight (CI), a leading provider of competitive intelligence and customer experience research within the financial services sector, has released its groundbreaking 2025 Bank Experience Benchmarks. This comprehensive analysis explores the digital platforms of 18 top banks, examining over 130 attributes related to mobile applications and 145 website attributes.
Mobile Banking: U.S. Bank Shines Bright
The 2025 Bank Mobile Experience Benchmark has designated U.S. Bank as the industry leader in mobile banking experience, achieving a significant milestone by becoming the first institution to reach the "Leading" tier classification with a score exceeding 80 out of 100. This marks a notable advancement from recent evaluations, where Truist led the pack but now falls to a tie for second place with Chase.
Julianna Sansevero, banking research manager at CI, emphasized the importance of evolving mobile experiences, stating, "Mobile continues to gain traction, with banks now delivering app experiences rivaling those of their desktop counterparts. U.S. Bank's Leading tier status is a testament to their strategic investments in navigation features and overall user experience, setting a high bar for the industry." U.S. Bank's remarkable performance is attributed to ongoing enhancements across various categories, leading to an impressive four-point score increase year-over-year.
Website Experience: Bank of America Stays on Top
For the second consecutive year, Bank of America has retained its position as the leader in website experience, being the only bank to achieve the prestigious "Leading" tier classification once again. U.S. Bank and Truist hold the second spot, both scoring 79.
James McGovern, senior VP of research at CI, noted the importance of consistent investment in digital capabilities as Bank of America maintains its edge: "Their leadership in website experience illustrates a commitment to vital banking functionalities and improvements in user interface, showcasing their meticulously designed digital banking approach."
Addressing Industry Trends and Customer Expectations
The 2025 Bank Experience Benchmarks have spotlighted crucial trends influencing the banking industry:
Mobile-First Strategy Gains Traction
The average mobile benchmark score across the industry has risen from 62 to 65 points, reflecting a substantial commitment to enhancing mobile banking usability, with virtually all banks reporting year-over-year improvements.
Investment in Self-Servicing Options
Banks are prioritizing advancements in self-service capabilities, leading to substantial upgrades like debit card management tools, PIN management features, and enhanced tools for addressing disputes through mobile platforms.
Heightened Customer Expectations
A recent survey, involving over 1,200 account holders, indicates a rising demand for mobile service platforms that offer functionality similar to desktop services. Customers are increasingly focused on security and account monitoring while also placing high value on essential actions such as reviewing statements and transaction histories.
Year-Over-Year Improvements
Wells Fargo showcased significant growth within mobile capabilities with a remarkable 12-point increase, attributed to the incorporation of a virtual assistant and enhanced card controls in their app. Similarly, Citizens Bank reported a 9-point growth in their website experience, resulting from upgraded card management features.
"Customer expectations are shifting; they now anticipate mobile features that are comparable to those available on desktops," added Sansevero, reinforcing the need for continuous advancement in digital banking services.
Rankings of Leading Banks
According to the 2025 Bank Experience Benchmarks, the following 18 banks were evaluated on their mobile application and website performance:
- Ally
- American Express
- Bank of America
- Capital One
- Charles Schwab
- Chase
- Chime
- Citi
- Citizens Bank
- Discover
- Fifth Third
- PNC
- SoFi
- TD Bank
- Truist
- U.S. Bank
- USAA
- Wells Fargo
About Corporate Insight
Corporate Insight (CI) specializes in delivering competitive intelligence and customer experience research tailored to the leading financial services, insurance, and healthcare sectors. With over 30 years of recognized expertise in consumer experience analysis, CI’s innovative approach aids organizations in enhancing their competitive positioning in the market.
For inquiries or to interview an analyst, contact:
Patrick Flood
(646) 876-7535
Frequently Asked Questions
What are the 2025 Bank Experience Benchmarks?
The 2025 Bank Experience Benchmarks are comprehensive evaluations of the digital platforms of leading banks, ranking them based on mobile app and website attributes.
Who ranked highest in mobile banking experience?
U.S. Bank achieved the highest score in mobile banking experience, categorizing them as a leader in the sector.
How did Bank of America perform in website experience?
Bank of America maintained its position as the top performer in website experience for the second year running.
What are key trends found in the benchmarks?
Key trends include a mobile-first evolution, enhancements in self-service options, and increasing customer expectations for mobile capabilities.
Which banks were evaluated in the benchmarks?
The benchmarks evaluated 18 major banks, including Bank of America, U.S. Bank, and Chase among others.
