Digital banking adoption grows

NEW YORK, June 9, 2025— Whether splitting the bill when eating out, or sharing costs on grocery shopping, 67% of consumers polled in the Chase Digital Banking Attitudes survey reported they have used person-to-person payments, or P2P, up from 40% in 2020. Additionally, 39% expressed strong interest in adopting AI for financial management in the future. Also, 85% would prefer to manage all their banking activities in one app.

Now in its fifth year, the survey of 2,000 participants has been examining consumer banking behaviors since the pandemic.

Millennials are driving adoption trends, using all online banking features more than other generations. Some highlights include:

• 75% said they are aware of and have used P2P payment methods, a 21% increase from 2020, leading the way in adoption and moving away from traditional cash transactions.
• 79% use credit monitoring tools.
• They are at the forefront of exploring new and emerging technologies in digital banking showing interest in AI assistants, virtual reality, and other advanced technologies in banking experiences.

Across all consumers surveyed, 78% of consumers use banking apps weekly and 62% can't live without them.

While paying bills and depositing checks are still among the most used features, adoption of digital financial health tools has grown: 

• Credit score monitoring adoption has jumped to 52%, up 11% since the first survey.
• One-third (34%) use digital budgeting tools and half use them weekly.
• About one-half (48%) of respondents said they would use mobile banking features that automate their savings.
• More than two-thirds (68%) find digital tools (texts, emails, fraud alerts) helpful in notifying about potential fraud on their accounts.

With growing adoption of automated banking tools, 45% of respondents said they spend less than one hour per week managing their finances and 33% expect that time to be even less in the next 10 years.

“As these tools and the technologies behind them evolve, digital banking will continue to become even more popular and more intuitive. From personalized experiences to the possibilities that genAI will unlock, we will continue to help make consumers’ financial lives easier to manage on-the-go.” said Tim Ferriter, head of digital for Chase.

Digital Banking is Here to Stay, So What’s Next?

The survey shows that many consumers are also ready to explore the future of digital banking with new and emerging technologies. Millennials again stand out as most willing and interested in exploring new technologies in their digital banking experiences, followed closely by Gen Z.

Nearly half of all Millennial (49%) and Gen Z (45%) respondents said they would like access to AI assistants to help manage their finances and provide real-time solutions to their needs. Younger consumers also are interested in integrating other technologies over the next five years, led by Millennials and Gen Z, including: 

• Virtual reality: Millennials = 25%; Gen Z = 22%
• Neural implants: Millennials = 16%; Gen Z = 18%
• Robots: Millennials = 17%; Gen Z = 18%
• Augmented reality: Millennials = 17%; Gen Z = 15%

The Chase Digital Banking Attitudes study surveyed a representative sample of consumers in the United States with a banking relationship, ages 18 to 65, between February 2 and 9, 2025.

About Chase

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading financial services firm based in the United States of America with assets of $4.0 trillion and operations worldwide. Chase serves 84 million consumers and 7 million small businesses, with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: Nearly 5,000 branches in 48 states and the District of Columbia, more than 15,000 ATMs, mobile, online and by phone. For more information, go to chase.com.

For more information, please contact:
Maribel Ferrer
Maribel.ferrer@chase.com