Financial Services Perspectives and Insights from the 2023 Consumer Survey
Summary
This report highlights the key findings from GlobalData’s 2023 Financial Services Consumer Survey. It explores customer attitudes and preferences towards their financial services providers in the retail banking, payments, and wealth management spaces. Data is broken down by both regions and generations to highlight the key differences between them. Topics explored include the impact of financial fraud, preferred payment methods, buy now pay later usage, premium accounts, and investment practices, among others.
An easy-to-use digital banking platform is the most important attribute for consumers when selecting a financial services provider. But consumers still like banks with a physical presence, given that visiting a branch is the most popular research method for consumers before choosing a new provider. For in-store purchases, mobile wallets overtook cash transactions for the first time in Asia-Pacific. Credit cards are the most popular in-store payment method across all regions bar Europe, where debit cards are most popular. Meanwhile, more than a third of mass-market customers believe they do not have sufficient savings for investing to be worthwhile.
Scope
- Financial fraud is extremely detrimental to customer relationships. On average, 24% of customers impacted by financial fraud will leave their provider.
- Access to a wide range of investments is the top reason for selecting an investment provider. Cost-effectiveness is the third-most popular reason, yet robo-advisors are still struggling to gain traction despite their typically lower fees.
- Despite an incredibly challenging period for cryptocurrencies in 2022, there was only a three-percentage-point decrease in the proportion of consumers holding cryptocurrency in 2023.
- Learn about the key trends shaping the retail banking, payments, and wealth management spaces in 2023.
- Discover the service areas that are critical to customer satisfaction.
- Identify differences in consumer attitudes across regions and generations.
- Executive Summary
- Retail Banking
- Consumer financial goals
- Financial approaches taken by different regions
- Customer acquisition and retention
- Most important attributes when choosing a financial services provider
- Research methods before choosing a provider
- Preferred channels for carrying out everyday banking tasks
- Willingness to pay for a premium account
- Types of accounts that entrepreneurs use for their business
- Reasons entrepreneurs opened a business banking account
- The factors that persuaded consumers when choosing a mortgage provider
- Preferred provider for mortgages
- Incidence of financial fraud
- Types of financial fraud
- Impact of fraud on customer retention
- Payments
- In-store payment methods
- Reasons for holding cryptocurrency
- Usage of real-time payment methods
- Usage of BNPL services
- Reasons consumers did not use BNPL services
- Reasons consumers do not use mobile wallets
- Wealth Management
- Preferred provider types when arranging investments
- Communication channels used when arranging investments
- Preferred channel used to arrange investments
- Reasons why customers choose an investment service
- Reasons consumers do not hold any investments
- Appendix
- Methodology
- Definitions
Research Assistance
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