Are online banking users second-class citizens?

meldick123

This is a question that came up during another post of mine.

Do the banks put more resources into maintaining their mobile apps than they put into maintaining their web based online banking apps?

mr_stripey

not sure but if they do it is probably based on solid data that a very large percentage of customers are using the phone apps rather than a standard laptop/PC.

I rarely use the PC for accessing my banks - but if I do, I haven't noticed any lack in functionality

400ixl

The answer will depend on the bank you are with. Some are only app based, some have a basic web but more featured app, others have an equally balanced web and app.

If you are finding an imbalance, then change banks to one that is more suitable.

Bue21

I usually use the app for my bank but it doesn’t support every function. If I want to access these functions I am forwarded to the website. The apps are getting better so perhaps they are focusing on these at present to bring them up to the same standard as the website.

sausage_time

I'm guessing it's easier for banks to manage and control security considerations in the context of  the relatively closed environment of an app.

Personally I use apps most of the time (80%+, 100% for Chase of course).  I prefer the convenience and speed (fingerprint login for example). 

Zanderman

meldick123 said:

This is a question that came up during another post of mine.

Do the banks put more resources into maintaining their mobile apps than they put into maintaining their web based online banking apps?

Does it matter? If the website works then it's fine. If the app works then it's fine. They often have different functionality, so aren't strictly comparable - for example paying in a cheque is an app facility, not a web one. Horses for courses.

If it's security you're worried about the website version will, arguably, be less secure as it relies to some extent on how up to date your browser is and how alert you are to fake websites, keyboard loggers etc. But as long as you are alert and keep your browsing device secure then there's no real worry.

As for your heading "Are online banking users second-class citizens?" - apps users are also online users. You should be asking about website banking users, not online. It's all online.

Exodi

I'd say yes and no (even though the title is misleading as both are online!).

Yes because I've found the mobile apps are nearly always more polished, user friendly, convenient, etc.

No because the desktop versions usually contain a lot more features (it's not uncommon to be redirected to logon through the website if doing some obscure task).

Even though I use a desktop computer everyday, I easily prefer the mobile apps. This is mostly due to convenience, being able to login with a fingerprint on my mobile is a lot easier than entering an obscure internet banking login ID, the 2nd, 5th and 7th of a random key-phrase and waiting for a OTP to come to my phone.

It also makes total sense since the majority of websites are visited from a mobile phone now.

boingy

I've used many apps and websites for lots of banks in the last couple of years and the differences between them are huge. Sometimes you have to open an account on the website but can then operate it by app. Other times you have to use the app. Closing the accounts are the same, and sometimes you even have to phone them or visit a branch to close the account (Metro, I'm looking at you). With FirstDirect you have to phone up to change a DD and there are a bunch of other things with different banks that you can only do online or in the app or by phone. Virgin have live chat in the app and secure messaging in the app and online but the two don't seem to be connected to each other and often give different answers.

There was even a savings account recently in the MSE chart that you could open in the App but then had to operate by phone! That's bizarre.

I've got an unwanted NatWest savings account that I'd prefer to close but I have to fill in a form on their website to do so. It doesn't auto populate even if I am logged in so I'd have to fill in name, address, phone, email, account number, sort code etc just to close it. So, being lazy, I've left that one to rot with no money in it. Maybe their system will automatically close it one day, maybe not. RBS, same group, same app, same savings account, had a "close" option in the app. Job done.

So I don't think it's the case that apps are automatically better than online. It just depends how much thought and effort banks put into each, with emphasis on the "thought"

Hoenir

Given the choice of a 25 inch monitor or a tiny phone screen. It's PC for me every time when it comes to serious tasks.  

wmb194

A bank where app and web browser experiences are currently almost identical is Lloyds/BoS/Halifax. The Face ID login on my iPhone and IPad are more convenient than the password login on the browser, though.

eskbanker

meldick123 said:

Do the banks put more resources into maintaining their mobile apps than they put into maintaining their web based online banking apps?

Not sure it's a case of more resources as such - my understanding is that the nature of app development is that it's significantly easier to maintain compatibility with just two major app deployment alternatives, given the controlled environment, whereas deploying websites to be accessible from a much wider range of regularly-updated third party browsers on all sorts of devices and operating systems is substantially more onerous.