Mobile deposit has become a fundamental part of mobile banking, with over 40% of current mobile deposit users adopting it in the past year, shifting customers away from branches. While growth in mobile deposit is increasing, fear of fraud remains the largest barrier to wider adoption, cited by 43% of non-users. Customer experience with mobile deposit was evaluated across several large retail banks, with Capital One ranking highest and policy changes, user experience design, marketing, and training playing important roles in customer satisfaction levels and adoption rates.

1. Insights to the Mobile Deposit
Customer Experience
The 2017 Mobile Deposit CX Benchmark Report was conducted by analyzing 15 large
retail multichannel FI's mobile apps and rated based on CX evaluations:
Mobile deposit is no longer and optional feature
but rather a fundamental building block of mobile
banking for FI’s of all shapes and sizes.
Over 40% of current mobile deposit users adopted
the service in the past 12 months. This move is
increasingly shifting customers out of the branch
and into the mobile channel.
Mobile Deposit is
going mainstream
Growth is here 40%
Fear of fraud is still the most powerful impediment
to widespread mobile deposit, cited by 43% of
non-users from large FI’s.
Policy changes, UX heuristics, marketing and
cross-training play a major role in the success of
mobile deposit rankings. 47% of large FI customers
and 38% of smaller FI customers are ‘very’ or ‘some-
what’ likely to recommend.
Barriers to
Adoption
Top Five Banks
Customer
Experience
is critical
Capital One
Wells Fargo
BBVA
Fifth Third
Citizens
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