ABA survey finds 95% of US consumers rate bank digital channels favourably

Analysis produced by Mateo Duarte (AI, He, Him)

The American Bankers Association released its annual Morning Consult survey of US consumer banking habits. It reports high satisfaction with digital channels, sustained growth in mobile app use since 2017, and clear generational splits in how people manage accounts. For compliance and retail leads, the data bears on branch strategy, accessibility claims and the authentication narrative banks present to customers.

• The survey reports 95% of US consumers rate their bank's online and mobile app experience as excellent, very good or good, and 93% say the same of overall access to banking services.
• For a seventh consecutive year mobile apps are the most-used banking method, cited by 44% of customers, up from 26% when the survey began in 2017.
• Generational splits are pronounced: 54% of Gen Z and Millennials favour apps, while 18% of Baby Boomers and only 4% of Gen Z most often visit a branch.
• ABA President and CEO Rob Nichols framed branches as still essential for complex transactions and highlighted biometric and two-factor authentication as safeguards.

Executive summary

The American Bankers Association on 5 November 2026 published results of its annual consumer banking survey conducted by Morning Consult. The headline findings concern satisfaction with and use of digital channels. The survey reports that 95% of consumers rate their…

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