MX Technologies, Inc. has recently released survey of 1,000+ U.S. consumers, revealing consumers are showing up on mobile every day — some, multiple times per day — but many financial services providers are said to be struggling to address increasing user expectations. Over half or the majority of consumers (52%) check their “most-used” banking or finance app on a daily basis — “23% check it multiple times per day.” In addition, 91% of consumers say a “good mobile experience with their financial providers is important.”
Despite this engagement and importance, the research reveals mobile experiences “may fall short of consumer expectations.” Fifty-one percent of consumers expect greater levels of “personalization from their finance-related mobile apps than what they receive today. ”
Consumers are also less willing to compromise “on bad experiences — 67% say they wouldn’t choose a financial provider that had a bad mobile experience, and 58% of consumers agree they would switch financial providers if the mobile experience was bad.”
Other top findings in the study include:
- Even with rising expectations, consumers report greater satisfaction with their mobile experiences. The research found that 84% of consumers are satisfied with the mobile experience on their primary financial app, up from 71% from earlier this year.
- Consumers define good mobile experiences through features that give them protection and control. When asked which features are essential, the top 3 features rated by consumers are fraud alerts and ability to report fraud or stop payments, card control options, and mobile check deposits.
- Personalization expectations have surged. Over the past 12 months, consumers’ expectations for greater personalization level have risen by 20 points (66%, up from 46% in 2024). And, consumers are ready to exchange their data for better experiences. More than half (53%) say they would give their financial provider access to more of their data if they knew it would result in a better experience.
Data-driven experiences and insights are now integral to “how people build trust and confidence in their finances and their providers.”
Consumers (61%) want financial providers to “know them — and proactively show that they do.”
When asked in what areas do they feel financial providers are “not doing enough to support their financial needs,” consumers say:
- Informing them about how and where their financial data is being shared (49%)
- Providing information about better rates and additional products (47%)
- Offering ways to simplify their financial life and money management (39%)
- Helping them reach their financial goals (38%)
Trust remains the focus of the financial relationship. Seventy-eight percent of consumers say they “trust their primary financial provider with their financial data.” However, consumers expect it to be secure — “59% say they will freely share their financial data as long as they trust it is securely protected, a 10-point increase from the end of 2024.”
This survey of 1,319 American adults was conducted by MX in “September 2025 using an online survey platform. “
