Online Banking vs. Mobile Banking Statistics 2026: Usage, Users and Satisfaction

Mobile banking was the primary method of account access for 48.3% of US banked households in 2023, against 19.8% for online banking on a computer or tablet, according to the Federal Deposit Insurance Corporation (FDIC). In a 2025 survey for the American Bankers Association (ABA), Morning Consult found 54% of bank customers use apps on phones or other mobile devices as their top option for managing their bank accounts, while 22% use online banking via laptop or PC more often. Both sets of online banking vs mobile banking statistics point the same way.

The FDIC split gives mobile a lead of 2.4 to 1, and the ABA split works out to 2.5 to 1. Even so, online banking continued to be the second-most prevalent primary method of account access. Online banking on a computer or tablet is shrinking but still holds second place. The data below covers survey trends by age, active users at JPMorgan Chase, Bank of America and Wells Fargo, JD Power satisfaction scores and Eurostat’s European figures.

Key Takeaways

• Since 2019, mobile banking has been the most prevalent primary method of account access, and 70.5% of banked households used an off-site channel (mobile, online or telephone banking) in 2023.
• Over the past decade, the use of mobile banking as the primary method of account access increased almost ninefold, while the use of online banking declined by more than one-third, from 33.2% in 2013 to 19.8% in 2023.
• JPMorgan Chase’s active mobile customers equaled 83.3% of its active digital customers in 3Q26, against 89.0% at Wells Fargo in the same quarter.
• For the first time in the survey, baby boomers said they use mobile banking apps the most (38%), while the percentage that said they primarily utilize online banking via laptop or PC dipped from 41% in 2024 to 35% in the 2025 ABA survey.
• Overall satisfaction with US national banking mobile apps is 723 (on a 1,000-point scale) in JD Power’s 2026 study.
• Eurostat data for the European Union (EU) shows 69.66% of all individuals used internet banking in 2025.

Editor’s Choice

• US banked households using mobile banking as their primary method in 2023: 48.3%.
• Bank customers using a mobile app as their top option in 2025: 54%.
• JPMorgan Chase active mobile customers in 3Q26: 64.919 million.
• Bank of America active digital banking users in 2Q26: 50 million.
• Wells Fargo mobile active customers at the end of 3Q26: 34.0 million.
• Chase Mobile active users in May 2026: nearly 63 million.

Online Banking vs Mobile Banking Statistics by Primary Access Method

• The use of mobile banking increased sharply, from 34.0% in 2019 and 43.5% in 2021 to 48.3% in 2023, according to the FDIC’s household survey.
• Online banking usage on a computer or tablet slipped: Online banking was the primary method for 19.8% of banked households in 2023, against 22.0% in 2021 and 22.8% in 2019.
• Online banking’s share fell 3.0 percentage points between 2019 and 2023, while mobile banking’s share rose 14.3 points.
• In total, 70.5% of banked households in 2023 used an off-site channel as the primary method of account access, up from 68.4% in 2021 and 59.2% in 2019, and only 2.3% used telephone banking.
• Altogether, 28.9% of banked households in 2023 used an in-person channel as the primary method of account access, down from 31.0% in 2021 and 40.5% in 2019.
• While the in-person share fell through 2023, branches at JPMorgan Chase’s consumer bank still grew, to 5,164 in 3Q26 from 5,018 in 3Q25.
• The use of ATMs as the primary method of account access decreased between 2019 (19.5%) and 2023 (13.8%).

Source: FDIC National Survey of Unbanked and Underbanked Households, 2019 to 2023

What is the difference between mobile banking and online banking?

The FDIC defines mobile banking as using an app, text messaging, or internet browser on a mobile phone, and online banking as using a computer or tablet. The account is the same; the device sets the label, so a phone browser session counts as mobile banking. Banks blend the two in their own reporting: At Wells Fargo, digital active customers includes both online and mobile customers.

The FDIC measures households; the ABA’s annual survey asks bank customers a similar question two years later.

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Read by pros at Visa, Mastercard, Vanguard, and the FDIC.

About This Data

Compiled from 14 publications: 8 government, statistical agency and bank disclosures and 6 industry survey and study releases. The data runs from 2013 (FDIC household survey) to the third quarter of 2026 (bank filings), drawn from releases published between October 2021 and October 2026. Only official statistics, company filings and named national surveys qualify, and figures are updated when those sources publish new editions.

Most Used Banking Channel in 2025

• 54% of bank customers use apps on phones or other mobile devices as their top option for managing their bank accounts, the leading channel in the 2025 survey.
• 22% use online banking via laptop or PC more often.
• The next most popular banking methods include visiting a branch (9%), ATMs (6%) and telephone calls (4%).
• The percentage of those using mobile banking apps the most has more than doubled since 2017, when 26% said mobile app was their preferred banking method.
• In the 2024 edition, 55% of bank customers used apps as their top option and 22% used online banking via laptop or PC the most, and the mobile app share was the highest since ABA and Morning Consult first started conducting the survey in 2017.

Recent Developments

• October 13, 2026: JPMorgan Chase reported 64.919 million active mobile customers in 3Q26, and active mobile customers were up 7% YoY.
• October 13, 2026: JPMorgan Chase’s active digital customers reached 77.96 million in 3Q26, against 74.041 million in 3Q25.
• October 13, 2026: Wells Fargo reported 34.0 million mobile active customers and 38.2 million digital active customers for the quarter ended September 30, 2026.
• October 6, 2026: A TD Bank survey found 69% would allow a bank-provided AI assistant to complete at least one financial task on their behalf.
• October 6, 2026: In the same TD Bank survey, 68% are comfortable with banks using AI to detect potential fraud and send alerts.

Mobile App vs Laptop or PC Banking Over Time

• Since the pandemic started, 44% of bank customers used apps on phones or other mobile devices as their top options for managing their bank accounts, an increase from 33% pre-pandemic, according to the 2021 ABA survey.
• The use of online banking through a laptop or PC increased from 24% before the pandemic to 26% in that survey.
• In-person banking at a bank branch declined to 10% from 21% before the pandemic as the option consumers used most frequently to manage their bank accounts.
• The 2024 survey put mobile apps at 55% and online banking via laptop or PC at 22%.
• The mobile app share rose 10 percentage points between the 2021 and 2025 surveys, while the laptop or PC share fell 4 points.

Primary Bank Access Method, 2013 to 2023

• Mobile banking as the primary method of account access rose from 5.5% of banked households in 2013 to 15.1% in 2017 and 48.3% in 2023, according to FDIC survey figures.
• In 2017, online banking (37.0%) still led mobile banking (15.1%); by 2019, mobile banking (34.0%) led online banking (22.8%).
• Online banking stood at 33.2% in 2013 and 37.7% in 2015 before falling to 19.8% in 2023.
• The use of bank tellers as the primary method fell from 33.3% in 2013 to 15.1% in 2023.
• Online banking’s share as the primary method fell 40.4% between 2013 and 2023.

Key finding: Over the past decade, the use of mobile banking as the primary method of account access increased almost ninefold, while the use of online banking declined by more than one-third, according to the FDIC. By 2023, mobile banking reached 48.3% of banked households and online banking 19.8%. The computer is now the main route for fewer than one in five banked households.

Mobile Banking Preference by Generation

• About two-thirds of Generation Z (63%) and millennials (67%) use mobile banking apps most often, while more than half of Generation X (56%) do so, according to the 2025 ABA survey.
• Mobile banking adoption reached a new age group in 2025: For the first time in the survey, baby boomers said they use mobile banking apps the most (38%).
• The percentage of baby boomers that said they primarily utilize online banking via laptop or PC dipped from 41% in 2024 to 35% in 2025.
• About one in eight baby boomers (12%) visit branches the most often, while only 3% of Generation Z prefer to visit a branch.
• In 2024, about two-thirds of Generation Z (64%) and millennials (68%) used mobile banking apps most often, and nearly half of baby boomers (41%) most often utilized online banking via laptop or PC.
• In the 2021 survey, visiting a bank branch fell to the third spot for baby boomers (17%), below mobile apps (29%).

Mobile Banking as Primary Method by Age Group

• Mobile banking was the primary method of account access for 76.6% of banked households aged 15 to 24 and 74.8% of those aged 25 to 34 in 2023, per FDIC figures.
• The use of mobile banking as the primary method of account access increased almost sixfold among households aged 25 to 34, from 12.8% in 2013.
• Households aged 35 to 44 reached 66.4% and those aged 45 to 54 reached 54.7% in 2023.
• Households aged 55 to 64 stood at 39.7% in 2023.
• Among households aged 65 or older, mobile banking as the primary method increased more than 30-fold, from 0.6% in 2013 to 19.3% in 2023.

Digital vs Mobile Active Customers at the Largest US Banks

• JPMorgan Chase reported 77.96 million active digital customers in 3Q26 and 64.919 million active mobile customers.
• Bank of America reported 50 million active digital banking users, up 836,000 (0.836 million), and 42.1 million active mobile banking users at the end of 2Q26.
• Bank of America’s active mobile users equaled about 84% of its active digital users.
• Wells Fargo reported 38.2 million digital active customers and 34.0 million mobile active customers at the end of 3Q26, and its digital count includes both online and mobile customers.
• 11.0% of Wells Fargo’s digital active customers were not mobile active.

Source: JPMorgan Chase 3Q26 earnings supplement, Bank of America 2Q26 results, Wells Fargo 3Q26 financial supplement

By the numbers: JPMorgan Chase counted 64.919 million active mobile customers in 3Q26, against 77.96 million active digital customers. Wells Fargo reported 34.0 million mobile and 38.2 million digital active customers for the same quarter. At both banks, most digital active customers also counted as mobile active, meaning at least one mobile login in the prior 90 days.

JPMorgan Chase Mobile and Digital Customer Growth

• JPMorgan Chase had 60.924 million active mobile customers in 3Q25 and 64.919 million in 3Q26, against 77.96 million active digital customers.
• The bank added 3.995 million active mobile customers in a year, and its mobile base grew 6.6% against 5.3% for active digital customers.
• JPMorgan Chase counts users of all mobile platforms who have logged in within the past 90 days as active mobile customers.
• On May 28, 2026, Chase said its Chase Mobile app had nearly 63 million active mobile users, a figure that predates the 3Q26 count and sits close to the 62.96 million reported for 1Q26.

Digital and Mobile Use at Wells Fargo and Bank of America

• Wells Fargo’s consumer bank kept adding app users: Mobile active customers rose from 32.5 million to 34.0 million and digital active customers from 37.0 million to 38.2 million between the third quarters of 2025 and 2026.
• Wells Fargo counts consumer and small business customers who have logged on via a digital or mobile device, respectively, in the prior 90 days.
• Bank of America had 42.1 million active mobile banking users at the end of 2Q26, against 40.8 million a year earlier.
• Bank of America’s digital channels logged heavy use: 4.4 billion digital logins, up 7%, and 80% of households actively using digital platforms.
• Bank of America counted 24.6 million active Erica users, up 23%, for its virtual assistant.
• Bank of America clients connected with their finances approximately 30 billion times through a combination of digital logins and proactive alerts, marking a 14% year-over-year increase in 2025.

Source: Wells Fargo 3Q26 Quarterly Financial Supplement

Mobile App vs Online Banking Satisfaction Scores

• Chase ranks highest in banking mobile app satisfaction among national banks, with a score of 730, followed by Wells Fargo (728) and Bank of America (727), in JD Power’s 2026 studies.
• Capital One ranks highest in online banking satisfaction among national banks for a second consecutive year, with a score of 725, ahead of Wells Fargo (711) and Truist (707).
• Wells Fargo’s mobile app scored 17 points above its online banking.
• Huntington and Regions Bank rank highest in online banking satisfaction among regional banks in a tie, each with a score of 724, with Fifth Third Bank (717) third.
• In mobile app satisfaction among regional banks, Huntington scores 719, Regions Bank 717 and Fifth Third Bank 703.
• Overall satisfaction with US national banking mobile apps is 723 (on a 1,000-point scale).
• The 2026 studies are based on responses from 18,028 retail bank and credit card customers nationwide and were fielded from January through March 2026.

Worth noting: JD Power redesigned the US Banking Mobile App Satisfaction Study and the US Online Banking Satisfaction Study for 2026, measuring satisfaction on information, tools and capabilities, system performance and design. Earlier editions are not a like-for-like baseline, so the regional lead for online banking reads as a 2026 snapshot until later editions confirm it.

Online Banking Adoption in the European Union

• The EU rate of digital banking adoption keeps climbing: Internet banking reached 69.66% of all individuals in the European Union in 2025, up from 58.31% in 2021, according to Eurostat.
• The EU rate rose 11.35 percentage points in four years.
• Denmark reached 97.61% in 2025, the Netherlands 95.55% and Finland 95.51%.
• France stood at 78.33%, Spain at 74.77% and Germany at 70.71% in 2025.
• Italy reached 56.37%, while Bulgaria (31.08%) and Romania (30.97%) trailed the other countries listed.
• Eurostat’s indicator does not split phone from computer, so it measures overall digital banking reach.

Digital Banking Use, Satisfaction and Trust

• 95% of consumers rate their bank’s online and mobile app experience as “excellent,” “very good,” or “good” in the 2025 ABA survey, a separate question from overall access to banking services, which 96% rated good or better.
• Eight in 10 consumers (81%) used a mobile device to manage their bank account at least once during the previous month, and more than half (59%) did so more than three times, according to the 2023 ABA survey.
• Monthly app use splits by age: Nine in 10 adults ages 18-44 have used a mobile device to manage their bank account during the previous month compared to 62% of adults ages 65 and older.
• 60% of US adults used a mobile app to make a payment or transfer money within the past year, up from 34% just four years ago.
• Nine in 10 bank customers (87%) said their bank takes proactive steps to protect them from fraud/scams, and three-quarters (76%) believe their bank does more than businesses in other industries.

Source: American Bankers Association and Morning Consult, 2023 to 2025

Is mobile banking safer than online banking?

The surveys and filings compiled here do not compare fraud rates between phone apps and browser sessions, so they cannot rank one channel as safer. Bank fraud protections do earn customer trust: Nine in 10 bank customers (87%) said their bank takes proactive steps to protect them from fraud/scams, and 68% of TD Bank’s survey respondents are comfortable with banks using AI to detect potential fraud and send alerts.

Automated help still has limits on security problems. JD Power found that only 28% of national bank and credit card app customers use virtual assistants, and that satisfaction with them drops sharply when users attempt to resolve problems, dispute charges or identify fraud. The finding covers in-app virtual assistants only, so app users with a fraud problem may still need a human escalation path.

Conclusion

Mobile banking was the primary method for 48.3% of banked households, against 19.8% for online banking in the FDIC’s most recent survey, and 54% of bank customers use apps as their top option, against 22% who use online banking via laptop or PC. The phone is the default channel. Online banking’s share has fallen in both the FDIC and ABA surveys, yet it still outscores apps at Huntington and Regions Bank in JD Power’s ratings.

The next readings come from the FDIC’s next household survey and each quarter’s bank filings, which will show whether mobile’s share of digital actives keeps rising from the 83.3% to 89.0% range at JPMorgan Chase and Wells Fargo.