What to read today: UK Mobile Banking Emerging Features Benchmark 2021: It's never been more challenging—or more important—for FIs to stand out with innovative mobile features. In this report, we share data and insights about emerging mobile features that banks and building societies can support to rise above the competition. We used a dedicated survey of 1,134 UK adult mobile banking users to identify the features that those consumers demand, highlighting features that the 10 largest UK FIs deployed and the mobile functionalities that respondents valued most..
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 | April 16, 2022 | |  | | Survey shows customers give banks lackluster grades on their personalization | Consumers are not happy with the level of personalization they're receiving during interactions with their banks, per J.D. Power's 2022 U.S. Retail Banking Satisfaction Study, which surveyed over 101,000 people.
The new report found that people are expressing dissatisfaction with banks' approaches to personalization based on how well they're supported during difficult financial times. The research firm gave higher inflation as context.
J.D. Power also found that 61% of consumers are often unaware or unsure about their bank's anti-overdraft fee measures—despite how pervasive these changes have been across the industry recently.
These vulnerabilities could negatively impact customer retention—but they're not insurmountable. Banks can focus on making improvements in two areas: personalization and marketing.
Insider Intelligence's Tom Auchterlonie has the full story. | | |  | BRIEFING HIGHLIGHTS | | | | | | | | | | | | | | | | | | | |  | RESEARCH IN FOCUS | |  | | UK Mobile Banking Emerging Features Benchmark 2021 | | It's never been more challenging—or more important—for FIs to stand out with innovative mobile features. In this report, we share data and insights about emerging mobile features that banks and building societies can support to rise above the competition. We used a dedicated survey of 1,134 UK adult mobile banking users to identify the features that those consumers demand, highlighting features that the 10 largest UK FIs deployed and the mobile functionalities that respondents valued most. | | Get the full report → | | |  | | Desjardins Mobile App Spotlight 2021 | | After a 12.1% uptick in 2020, the smartphone banking user base in Canada will see growth drop to 4.3% in 2021. Banks there will no longer be able to rely on an influx of users to fuel acquisition, which will intensify competition. This spotlight report focuses on the survey results specific to Desjardins from the Insider Intelligence Canada Mobile Banking Emerging Features Benchmark Study, which ranks the seven largest FIs according to the availability of 42 mobile features in their apps. Here, we provide findings tailored to the in-demand features that Desjardins could benefit from adding to its app. | | Get the full report → | | |  | | The Co-Brand Credit Card Report | | Co-brand card issuers and brand partners have an opportunity to reimagine their offerings in the pandemic's wake. Leaning on newfound digitization and shifting spending habits can help providers tailor their offerings in ways that widen their net, grow volume, and appeal to the maximum number of customers. Insider Intelligence zooms in on the state of co-brand credit cards and sketches the industry's post-pandemic future. We size the market and examine how co-brands drive loyalty, confront competition, and attract volume within the retail, airline, hotel, and digital cards sectors. We then discuss best practices that keep issuers and program partners at the industry's cutting edge. | | Get the full report → | | |  | BECOME A SUBSCRIBER | | | Our subscriptions deliver analysis on the biggest trends and decisions shaping the future of your industry. Stay on top and subscribe today to receive:
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