33 per cent of US mobile consumers now use mobile banking, up from 24 per cent in 2011. But the number who dont use these services because they cant access them has more than tripled since 2009, from 4 per cent to 14 per cent.

One of the biggest issues facing mobile banking providers, according to the report by Javelin Strategy & Research, is the range of devices that customers use to access services.

Mobile app banking has risen steadily over each of the past three years, while mobile web usage has dropped. More than two-thirds of the banks surveyed offer what the report calls the ‘triple play’ – services spanning mobile web, apps and SMS.

Of the top 25 US financial institutions by the value of deposits, around half now offer person-to-person transfers and mobile remote deposit capabilities, more than double the figure seen last year.

Chase bank was chosen as the best mobile provider for the second year running, and now offers person-to-person transfers, mobile deposits and near real-time, actionable alerts.

Bank of America came in second place and scored highest for providing the most accessible servie across different devices. USAA placed third.

“Mobile access continues to improve, yet year after year more consumers say, ‘My bank offers it, but I can’t access it.’ Considering the multiplicity of devices that consumers use for mobile banking, providing access is a service provider’s headache” said Mary Monahan, executive VP and research director of mobile at Javelin.
“Our report shows key user demographics and shifts in consumer mobile banking behaviour and what FIs need to do to meet mobile banking demands for services, device proliferation, and mode of access.”