Solid performance, strong loyalty. Bank of America Mobile Banking records an APS score of 68.1, placing the app in the Solid Zone, where user sentiment is predominantly positive and reliability and trust remain key strengths. The survey is based on the App Pulse Score (APS) from Cassuarina Labs.
The app generates a strong 80.6% FANs score, with 73.6% of respondents saying they “Love It” and another 7.0% saying they “Like It.” Together, these results point to a broad base of users expressing positive sentiment toward the mobile banking experience.
At the other end of the spectrum, 19.4% are classified as CRITICs. Within this group, 10.4% are frustrated, while 4.6% are very disappointed and 4.4% are disappointed. The data highlights a clear opportunity for Bank of America Mobile Banking to convert a meaningful minority of dissatisfied users into positive advocates.
The takeaway: Bank of America Mobile Banking combines a solid overall satisfaction score with a particularly strong base of enthusiastic users, making user loyalty one of the defining signals in its current app experience.
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APS SCORE: 68.1
APS PERFORMANCE RANGE: SOLID ZONE
Good reliability and user trust. Mostly positive sentiment.
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Access and reliability issues: Users frequently report crashes, login failures, repeated biometric setup, account lockouts, compatibility problems with older devices, and features stopping after updates.
Cumbersome payments and transfers: Bill Pay, credit-card autopay, transfers between accounts, check deposits, and transaction access are repeatedly described as complicated, slow, or missing important options.
Customer support and automation: A recurring frustration is difficulty reaching a human when something goes wrong, with users describing repetitive automated systems, ineffective AI assistance, and lengthy resolution processes.
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Easy everyday banking: Many users describe the app as fast, intuitive, convenient, and easy to navigate for checking balances, managing accounts, paying bills, and transferring money.
Comprehensive functionality: Positive reviews highlight having multiple banking resources in one place, including account management, transfers, payments, financial information, and credit-score access.
Security and reliability for many users: A significant group describes the app as secure, dependable, and trustworthy, with some long-term customers saying they use it daily and have consistently positive experiences.
APPS INCLUDED IN THIS SURVEY:
ALLY: BANK, AUTO & INVEST | BANK OF AMERICA MOBILE BANKING | CAPITAL ONE MOBILE | CASH APP | CHASE MOBILE | CHIME – FEE-FREE BANKING | CITI MOBILE | CREDIT ONE BANK MOBILE | DISCOVER MOBILE | GOOGLE WALLET | KLARNA: SMARTER EVERYDAY MONEY | ONE PAY MOBILE BANKING | PAYPAL | PNC MOBILE | U.S. BANK MOBILE BANKING | VENMO | WELLS FARGO MOBILE |
ALLY: BANK, AUTO & INVEST | BANK OF AMERICA MOBILE BANKING | CAPITAL ONE MOBILE | CASH APP | CHASE MOBILE | CHIME – FEE-FREE BANKING | CITI MOBILE | CREDIT ONE BANK MOBILE | DISCOVER MOBILE | GOOGLE WALLET | KLARNA: SMARTER EVERYDAY MONEY | ONE PAY MOBILE BANKING | PAYPAL | PNC MOBILE | U.S. BANK MOBILE BANKING | VENMO | WELLS FARGO MOBILE |
Access the full survey results database
Source:
BANKING & FINTECH APPS IN UNITED STATES - USER EXPERIENCE & SATISFACTION SURVEY (2026.09)