Mobile Banking Devices Can Deliver Strong Returns for Banks That Measure Customers’ Usage Patterns and Target Consumers’ Needs, According to Accenture Research

NEW YORK, Feb. 9, 2011 – When banks enable their customers to use a mobile device to check balances, transfer money, pay bills, apply for credit or manage their personal finances, they can achieve returns on investment of as high as 300 percent, according to a new study commissioned by Accenture (NYSE:ACN).

Banks generating the highest returns on their mobile banking investments achieved ROI by emphasizing customer convenience, providing rich exchanges of information between bank and customer and accurately measuring how customers use their mobile phones to bank, according to the research which was conducted by TowerGroup on behalf of Accenture.

“Bank customers want greater control over managing their finances and prefer to bank in ways that fit their lifestyles,” said Andy Zimmerman, director, mobility services, Accenture. “Technology is enabling customers to move beyond simple account notifications sent by text message from their banks to more sophisticated interactive applications.”

According to Zimmerman, the mobile banking channel offers an opportunity for banks to create a meaningful dialogue with their customers, deepening loyalty and broadening the services to which their customers can subscribe. “Leading financial institutions that are communicating the value of these services to their customers are generating new revenue,” he said.

“The pace-setting banks in this study have shown that high mobile adoption and return on investment hinges upon providing a suite of services that are relevant to their customers, educating customers on how to use mobile services and regularly measuring customers’ usage patterns and satisfaction rates,” said Noel Gordon, global managing director of Accenture’s banking practice. “The mobility market will continue to grow as banks adopt the best practices of those with successful mobile banking programs.”

According to the study, financial institutions with successful mobile banking programs:

Successful programs can yield high return on investment

Among the 10 financial institutions studied, the key findings include:

A study from Berg Insight[1] forecasts that the number of mobile banking users in the U.S. will grow from 12 million in 2009 to 86 million in 2015, and the European market will grow from 7 million mobile banking users in 2009 to 115 million users in 2015.


Accenture commissioned TowerGroup, a Corporate Executive Board Company, to interview 20 executives at 10 leading banks between July and September 2010 in Europe, Africa, Asia-Pacific and the Middle East to assess the business case for developing a mobile banking program, the attributes of successful implementation and the return on investment of such programs. All of the financial institutions’ mobile banking programs have high customer adoption rates and strong returns on investment. The report is available at

About Accenture

Accenture is a global management consulting, technology services and outsourcing company, with approximately 211,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$21.6 billion for the fiscal year ended Aug. 31, 2010. Its home page is

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[1] Berg Insight: 894 Million Mobile Banking Users by 2015, April 2010