GITNUXREPORT 2025

Customer Experience In The Banking Industry Statistics

Customer experience drives loyalty, with digital channels and personalization paramount.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

86% of customers are willing to pay more for better customer experience in banking

Statistic 2

70% of banking customers would switch banks for better service

Statistic 3

78% of consumers say that their customer experience with a business influences their purchase decisions

Statistic 4

65% of banking customers prefer digital channels over physical branches

Statistic 5

80% of customers say the experience a company provides is as important as its products and services

Statistic 6

45% of banking employees believe that poor customer experience negatively impacts their brand reputation

Statistic 7

60% of banking consumers say they value convenience above all in their banking experience

Statistic 8

74% of banking customers use digital channels daily

Statistic 9

88% of banking customers expect banks to proactively address their issues

Statistic 10

54% of consumers feel disappointed when their banking needs are not understood

Statistic 11

77% of consumers consider loyalty programs important in their banking choice

Statistic 12

81% of banking customers believe that real-time support improves their experience

Statistic 13

69% of banks are investing more in digital customer experience initiatives

Statistic 14

72% of customers expect faster responses from their banks

Statistic 15

58% of banking customers have abandoned a transaction due to poor digital experience

Statistic 16

90% of banking executives acknowledge that customer experience is a key competitive differentiator

Statistic 17

65% of customers say they would share more data if it improved their banking experience

Statistic 18

50% of banking customers use mobile apps for daily banking

Statistic 19

84% of consumers think that a seamless omnichannel experience enhances overall satisfaction

Statistic 20

35% of banking customers feel that digital channels are not yet fully secure

Statistic 21

49% of banking consumers would switch to a competitor after just one bad mobile banking experience

Statistic 22

66% of banking executives believe that integrating AI will significantly improve customer service

Statistic 23

79% of banking customers are willing to switch banks to get better customer service

Statistic 24

83% of banking customers use online platforms for account management

Statistic 25

40% of banking customers cite poor customer service as a reason for switching banks

Statistic 26

72% of banking consumers prefer to interact with banks via digital channels rather than branches

Statistic 27

50% of banking customers would consider switching banks for better digital services

Statistic 28

91% of banking professionals agree that customer experience is critical to business success

Statistic 29

59% of banking customers want banks to reduce friction in digital onboarding processes

Statistic 30

87% of consumers expect banks to use innovative technology to improve their experience

Statistic 31

54% of banking customers rate digital support as more important than physical branches

Statistic 32

68% of new banking customers cite digital convenience as a key factor in choosing a bank

Statistic 33

79% of banking consumers want faster resolution of issues in digital channels

Statistic 34

65% of customers are more likely to consider a bank that offers easy-to-use digital tools

Statistic 35

80% of banking executives see customer experience as a top priority for digital transformation

Statistic 36

73% of banks are investing more in customer experience technologies

Statistic 37

81% of banking customers expect consistent experiences across channels

Statistic 38

75% of consumers prefer banks that proactively communicate during issues or delays

Statistic 39

61% of banking customers believe that mobile banking apps are critical to their banking experience

Statistic 40

92% of banking customers value secure digital transactions over convenience

Statistic 41

56% of banking customers prefer real-time notifications for account activity

Statistic 42

87% of banking institutions prioritize investments in customer experience for competitive advantage

Statistic 43

70% of banking customers use two or more digital devices during their banking sessions

Statistic 44

53% of banking consumers feel that digital onboarding is a major barrier to a positive experience

Statistic 45

78% of customers want banks to provide personalized financial advice online

Statistic 46

82% of banking customers expect transparency on fees and charges

Statistic 47

64% of customers prefer self-service options for banking inquiries

Statistic 48

52% of banking customers would switch banks after just one poor experience

Statistic 49

68% of customers are more likely to recommend a bank that provides excellent customer service

Statistic 50

69% of customers say that quick resolution of inquiries increases their loyalty

Statistic 51

59% of banking customers expect personalized service

Statistic 52

78% of banking customers want more personalized offers

Statistic 53

55% of banking customers feel that their bank does not understand their individual needs

Statistic 54

62% of bank customers feel valued when their bank offers customized experiences

Statistic 55

54% of banking consumers report that personalized communication improves their experience

Statistic 56

85% of digital banking users feel more connected to their bank through personalized digital interactions

Statistic 57

79% of banking consumers are more likely to stay loyal to a bank that offers tailored digital experiences

Statistic 58

55% of banking customers report satisfaction with mobile banking but desire more personalization

Statistic 59

63% of banking executives see data analytics as crucial for enhancing customer experience

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Key Highlights

86% of customers are willing to pay more for better customer experience in banking
70% of banking customers would switch banks for better service
78% of consumers say that their customer experience with a business influences their purchase decisions
65% of banking customers prefer digital channels over physical branches
59% of banking customers expect personalized service
80% of customers say the experience a company provides is as important as its products and services
45% of banking employees believe that poor customer experience negatively impacts their brand reputation
52% of banking customers would switch banks after just one poor experience
60% of banking consumers say they value convenience above all in their banking experience
74% of banking customers use digital channels daily
68% of customers are more likely to recommend a bank that provides excellent customer service
88% of banking customers expect banks to proactively address their issues
54% of consumers feel disappointed when their banking needs are not understood

In a banking landscape where 86% of customers are willing to pay more for superior service and 70% would switch banks for better experiences, delivering personalized, seamless, and digitally-driven customer interactions has become the ultimate game-changer.

Customer Expectations and Preferences

86% of customers are willing to pay more for better customer experience in banking
70% of banking customers would switch banks for better service
78% of consumers say that their customer experience with a business influences their purchase decisions
65% of banking customers prefer digital channels over physical branches
80% of customers say the experience a company provides is as important as its products and services
45% of banking employees believe that poor customer experience negatively impacts their brand reputation
60% of banking consumers say they value convenience above all in their banking experience
74% of banking customers use digital channels daily
88% of banking customers expect banks to proactively address their issues
54% of consumers feel disappointed when their banking needs are not understood
77% of consumers consider loyalty programs important in their banking choice
81% of banking customers believe that real-time support improves their experience
69% of banks are investing more in digital customer experience initiatives
72% of customers expect faster responses from their banks
58% of banking customers have abandoned a transaction due to poor digital experience
90% of banking executives acknowledge that customer experience is a key competitive differentiator
65% of customers say they would share more data if it improved their banking experience
50% of banking customers use mobile apps for daily banking
84% of consumers think that a seamless omnichannel experience enhances overall satisfaction
35% of banking customers feel that digital channels are not yet fully secure
49% of banking consumers would switch to a competitor after just one bad mobile banking experience
66% of banking executives believe that integrating AI will significantly improve customer service
79% of banking customers are willing to switch banks to get better customer service
83% of banking customers use online platforms for account management
40% of banking customers cite poor customer service as a reason for switching banks
72% of banking consumers prefer to interact with banks via digital channels rather than branches
50% of banking customers would consider switching banks for better digital services
91% of banking professionals agree that customer experience is critical to business success
59% of banking customers want banks to reduce friction in digital onboarding processes
87% of consumers expect banks to use innovative technology to improve their experience
54% of banking customers rate digital support as more important than physical branches
68% of new banking customers cite digital convenience as a key factor in choosing a bank
79% of banking consumers want faster resolution of issues in digital channels
65% of customers are more likely to consider a bank that offers easy-to-use digital tools
80% of banking executives see customer experience as a top priority for digital transformation
73% of banks are investing more in customer experience technologies
81% of banking customers expect consistent experiences across channels
75% of consumers prefer banks that proactively communicate during issues or delays
61% of banking customers believe that mobile banking apps are critical to their banking experience
92% of banking customers value secure digital transactions over convenience
56% of banking customers prefer real-time notifications for account activity
87% of banking institutions prioritize investments in customer experience for competitive advantage
70% of banking customers use two or more digital devices during their banking sessions
53% of banking consumers feel that digital onboarding is a major barrier to a positive experience
78% of customers want banks to provide personalized financial advice online
82% of banking customers expect transparency on fees and charges
64% of customers prefer self-service options for banking inquiries

Customer Expectations and Preferences Interpretation

With nearly nine out of ten banking customers valuing secure, seamless, and personalized digital experiences—paired with 77% considering loyalty programs pivotal—it's clear that banks must prioritize innovative, transparent, and customer-centric tech solutions, or risk losing a wallet full of business to competitors who do.

Customer Loyalty and Retention

52% of banking customers would switch banks after just one poor experience
68% of customers are more likely to recommend a bank that provides excellent customer service
69% of customers say that quick resolution of inquiries increases their loyalty

Customer Loyalty and Retention Interpretation

These statistics underscore that in banking, a single slip can prompt a switch, but consistent excellent service not only fosters loyalty—turning customers into advocates—but quick resolutions are the express lane to long-term retention.

Personalization and Customer Experience

59% of banking customers expect personalized service
78% of banking customers want more personalized offers
55% of banking customers feel that their bank does not understand their individual needs
62% of bank customers feel valued when their bank offers customized experiences
54% of banking consumers report that personalized communication improves their experience
85% of digital banking users feel more connected to their bank through personalized digital interactions
79% of banking consumers are more likely to stay loyal to a bank that offers tailored digital experiences
55% of banking customers report satisfaction with mobile banking but desire more personalization
63% of banking executives see data analytics as crucial for enhancing customer experience

Personalization and Customer Experience Interpretation

While the majority of banking customers crave personalized experiences and recognize their value, the disconnect remains clear—over half feel misunderstood or underserved—highlighting that banks must leverage data analytics not just as a tool, but as a bridge to truly understand and deliver tailored services or risk losing loyalty to more attentive competitors.