Global Consumer Banking Survey 2016

The relevance challenge

Our 2016 Global Consumer Banking Survey of 55,000 consumers in 32 countries reveals that traditional banks are under threat and their relevance with consumers is waning. Therefore, traditional banks need to rethink – and in some cases even revolutionize – their approach to consumer relationships. Key findings include:

40% of customers expressed decreased dependence on their bank as their primary financial services provider and have used non-bank providers for financial services in the last 12 months.

20% of customers who have not yet used non-bank providers plan to in the near future.

The survey revealed four critical areas where banks must focus their investments and efforts to restore their central place in the lives of consumers.

  • Building customer trust

  • Enhancing customer understanding

  • Rethinking distribution and customer engagement

  • Innovating customer experience like Fintechs

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