State of the Consumer Banking Experience

As banking becomes more digital, it’s clear that human interaction will still play a large role in financial services. To understand how consumers interact with their banks, we surveyed more than 1,200 people on the process of borrowing money.

We found that phone calls and branch visits build trust, confidence, and long-lasting relationships, which are critical for consumers choosing an institution from which to purchase high-value financial products and safeguard their finances.