Mobile banking survey template for your app users
Fourteen questions a bank sends its own app users about the last month. Answer it here first.
- 14questions
- About 4 minto answer
- 5-point agreeon nine items
- Noaccount details asked
The 14 mobile banking survey questions
A mobile banking survey is a short questionnaire a bank sends to the customers who use its app. It asks how signing in, payments, check deposits, alerts and help worked in the last month, and what sent them to a branch or the phone instead. All fourteen questions open in the questionnaire creator, ready for your own feature names.
How you use it (2 questions)
Two facts that frame every answer after them.
- How often have you used our mobile banking app in the last month?No "never" option: this goes to active users only.
- Which of these did you do in the app in the last month?Read each task score among the people who ticked that task.
Everyday tasks (5 questions)
The five jobs most users open the app to do.
- Signing in to the app works the first time.
- I can find my balance and recent transactions without searching for them.
- Paying someone or paying a bill takes no more steps than it should.Extra confirmation screens show up here.
- Before I confirm a payment, I can see clearly who it is going to and how much.
- Depositing a check with the camera works the first time.Leave the opt-out out of the average.
Trust and help (4 questions)
What happens when the customer is unsure.
- When something goes wrong, the app tells me what happened and what to do next.An error with a next step keeps the customer in the app.
- The alerts the app sends tell me about activity on my account in time to act.
- I feel safe doing my banking in this app.Read it beside question 9, the alerts item.
- I can get help inside the app without having to phone the bank.
Where it sends you elsewhere (1 question)
The question that turns scores into a list of fixes.
- In the last month, did anything send you to a branch, the phone or the website for something you tried to do in the app?Each tick is a task to bring back into the app.
Your words, then the rating (2 questions)
One optional open answer, then the headline.
- What is one thing the app should let you do that it does not?Sort the answers; the most repeated requests go to the backlog.
- Overall, how would you rate our mobile banking app?
How to use the mobile banking questionnaire
Send it to customers who used the app in the last month, each quarter and after a major release. In a 2025 national survey for the American Bankers Association, 54% of bank customers used apps on phones or other mobile devices as their top option for managing their accounts.[1]
Post the link in the secure message inbox of your app, where only a signed-in customer sees it. Scam messages often pose as a bank,[2] so keep the survey anonymous and say up front that it never asks for login or account details.
Report question 14 as the share who chose Very good or Good. Score the agree items 5 down to 1 and average questions 3 to 7, then 8 to 11. Then count the ticks in question 12 and take the top two to the product team.
Mobile banking survey FAQ
What questions should a mobile banking survey ask?
Ask about the tasks people open the app for: signing in, finding a balance, paying someone, confirming a payment, depositing a check, alerts and getting help. Then ask what sent them to a branch or the phone, one open question and an overall rating.
Can I use this questionnaire on mobile banking for a research project?
Yes. The fourteen questions suit a study of people who already use a banking app. Add a consent line and the background questions your study needs, and keep the agree scale so the items can be averaged.
How do you send a bank survey so customers trust it?
Put the link where a signed-in customer will see it, such as the secure message inbox in your app. Say that it is anonymous and never asks for a password, PIN or account number.
Michael Hodge, survey methodology · Updated 2 October 2026 · How templates are reviewed
Sources (2)
- ABA Banking Journal. "ABA survey: Bank apps continue to be most popular option among customers." November 18, 2025. National survey conducted by Morning Consult on behalf of the American Bankers Association. bankingjournal.aba.com
- U.S. Federal Trade Commission, Consumer Advice. "How To Recognize and Avoid Phishing Scams." consumer.ftc.gov
Ask the people who bank in your app
Fourteen questions, about four minutes, with your own feature names.
Use this template