Digital Banking Customer Engagement: Adoption, Usage, and Satisfaction

Millennials and Gen Xers account for nearly 72% of total U.S. digital banking users.

Boston, August 10, 2017 — Aite Group’s latest report, Digital Banking Customer Engagement: Adoption, Usage, and Satisfaction, discusses the different trends and activities of digital banking users across different generations. Paying bills online or on a mobile device has the highest percentage of users for money-movement activities, while sending money to friends is primarily used by millennials.

“Today, there are over 173 million digital banking users in the United States, and of those nearly 19 million are mobile banking users only. Our study shows that ease of use is a more important consideration than having a robust functionality across all generations,” says Aite Group senior analyst David Albertazzi.

This report seeks to better understand U.S. consumer digital banking trends in this fast-paced financial technology environment. It is based on a January 2017 Aite Group survey of 1,095 U.S. consumers who use online and/or mobile banking. The sample is in proportion to the U.S. population for age, gender, income, geographic region, and race.

To request a press copy of this report or to speak with David Albertazzi about this topic, please contact us at

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