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Predictive Insights Emerging in Mobile Banking while Digital Security Tightens; Real-Time Alerts Not Yet Universal
Saturday, September 20, 2025
U.S. Bank Continues Winning Streak in Keynova Group's Semi-Annual Mobile Banker Scorecard
WILMINGTON, Del., Sept. 17, 2025 /PRNewswire/ -- Keynova Group, the principal competitive intelligence source for digital financial services firms, today announced the results of its Q3 2025 Mobile Banker Scorecard, a competitive evaluation of the 17 leading U.S. retail banks' mobile experience. U.S. Bank continues to rank in first place overall, in mobile app and mobile web, standing out for its seamless mobile dashboards that offer efficient navigation and quick access to transactions and tasks.
Over the past six months, banks have introduced predictive insights and forecasting through mobile banking and have expanded mobile security features to boost customer awareness of account risks and digital safety practices. However, the availability of real-time alerts is still inconsistent.
"Providing predictive insights is an exciting and consequential advancement in mobile banking that can significantly benefit customers with well-timed financial information to help them manage and improve their finances and also mitigate the risk of unnecessary fees and overdrafts," said Susan Foulds, managing director of Keynova Group. "At the same time, the lack of universal real-time alerts--even among some of the largest banks--creates a gap in timely account communication and can hinder the effectiveness of digital security protections."
Key Findings:
Predictive Banking Insights Gain Traction
Emerging as a consumer-friendly financial management feature, predictive insights with account balance forecasts provide another layer of information to banking customers. Trending at close to 20% of the Scorecard banks, Bank of America, U.S. Bank and Wells Fargo now offer mobile predictive insights analyzing account activity including estimated spending, scheduled transactions and deposit data to help customers anticipate and manage cash flow and low balances before overdrafts occur. In addition to displaying forecasts, U.S. Bank and Wells Fargo make this information easily accessible via their app dashboards, while Bank of America's virtual assistant, Erica, displays a seven-day forecast when prompted. These tools empower customers to proactively adjust their spending behavior to improve financial outcomes.
Real-Time Alerts Still Inconsistent
Despite being an essential feature to help consumers stay on top of important account activity and urgent updates, real-time alerts through mobile banking are not yet standard across the industry. While 82% of banks offer real-time low-balance alerts, only 53% provide immediate notifications for negative or overdraft balances. Some banks don't notify customers until after business hours or the next day, when it's often too late for a customer to act. Real-time notifications for time-sensitive events--such as external transfers or certain types of debit card activity--remain uncommon, despite consumer expectations for instant notifications.
Security Features Continue to Evolve
To help customers play a more active role in protecting their accounts, banks are expanding some mobile authentication and alert options. While 71% of banks' apps support resetting a debit card PIN, only 42% of these apps invoke multi-factor authentication (MFA) or an additional verification method to change a PIN. And, less than 20% of the apps display the last login date and time on the account overview or dashboard screen to help customers spot unauthorized activity--notably less than the 78% of banks that show it upon desktop login. Automatic Passkey authentication employing password managers or authenticators is starting to appear on mobile login screens with Capital One and Wells Fargo's recent introductions. Beyond these safeguards, nearly one-third of banks offer mobile accountholders a digital security strength rating and personalized list of steps they can take to fortify account protection--informing awareness of stronger actions.
About the Mobile Banker Scorecard
Keynova Group's semi-annual, fact-based Mobile Banker Scorecard, offered for more than two decades, evaluates digital user capabilities, customer experience elements, and best practices to identify evolving trends and insights that drive mobile strategy in banking. The evaluation encompasses the mobile apps and websites of Bank of America, BMO, Capital One, Chase, Citibank, Citizens Bank, Fifth Third Bank, Huntington Bank, KeyBank, M&T Bank, PNC, Regions Bank, TD Bank, Truist, USAA, U.S. Bank, and Wells Fargo. A separate semi-annual Online Banker Scorecard reviews the online banking experience. For more information please visit: https://www.keynovagroup.com/scorecards/#banking.
About Keynova Group
Keynova Group is the nation's foremost competitive intelligence firm providing trusted benchmarking insights and analysis of consumer and small business digital financial services, including banking, credit card, home lending and insurance. Since 1999, Keynova Group's Scorecards have served as the go-to source for leading financial services firms to obtain reliable competitive intelligence and actionable insights. The firm's proven methodology and highly detailed results help its clients maximize the value of their digital channels to deliver a premier experience to customers and prospects.
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SOURCE Keynova Group
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