Wilmington – September 22, 2026 -- U.S. Bank ranked first overall among 17 leading U.S. retail banks in Keynova Group's Q3 2026 Mobile Banker Scorecard, topping both mobile app and mobile web experience categories.
U.S. Bank and Bank of America lead the only banks offering native voice-enabled virtual assistants
Keynova found that only U.S. Bank's Smart Assistant and Bank of America's Erica currently support native in-app voice interactions for tasks including bill payment scheduling, transfers, card controls and credit score display. Erica additionally handles Zelle transaction display and P2P payment initiation via vocal commands. Across the broader panel, 35% of Scorecard banks now offer advanced text-based virtual assistants using natural language processing, though voice capability remains rare.
Passkey adoption remains uneven between mobile web and app channels
Passkey authentication is available for mobile web logins at 30% of Scorecard banks, compared with just 18% for mobile app logins. Nearly one-quarter of banks now use their mobile apps as authenticators, embedding permission links in push notifications to approve logins from other devices or browsers, a trend Keynova first identified in its Q2 2026 Online Banker Scorecard. Nearly half of banks require multifactor authentication to reset a PIN, but only two banks mandate MFA to unlock a debit card. Citi has moved to passwordless biometric or six-digit PIN authentication for wire and ACH transfers through its mobile app.
Accessibility and privacy policy links remain inconsistent across mobile channels
Roughly half of Scorecard banks now offer mobile viewing adjustments such as text size controls, dark/light mode and landscape display. Despite this, fewer than half provide links to accessibility policies on app or mobile web login screens. Most banks link to privacy and security policies on mobile web login screens, but only half do so on app login screens, and few allow authenticated users to set privacy preferences in either channel.
Keynova Group managing director Susan Foulds said mobile customers increasingly expect advanced digital agent support including voice interactions, even as banks remain cautious about deploying AI-powered tools. She said banks aiming to lead in mobile must advance on three fronts simultaneously: smarter digital assistance, stronger security options, and consistent policy and accessibility practices.
The Q3 2026 evaluation assessed mobile apps and websites across more than 350 criteria for Bank of America, BMO, Capital One, Chase, Citibank, Citizens Bank, Fifth Third Bank, Huntington Bank, KeyBank, M&T Bank, PNC, Regions Bank, TD Bank, Truist, USAA, U.S. Bank and Wells Fargo.