GITNUXREPORT 2025

Customer Experience In The Finance Industry Statistics

Banks prioritize digital, personalization, and proactive service to enhance customer loyalty.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

83% of customers are likely to give repeat business to a bank that offers personalized digital experiences

Statistic 2

59% of banking customers want to be rewarded for their loyalty through personalized offers

Statistic 3

86% of customers are willing to pay more for better customer experience in the finance industry

Statistic 4

78% of consumers say that the overall experience a company provides is as important as its products and services

Statistic 5

70% of customers say that their positive experience with a bank influences their likelihood to recommend it

Statistic 6

59% of banking customers report that easy access to digital tools improves their overall satisfaction

Statistic 7

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

Statistic 8

58% of customers say they have switched financial institutions due to poor customer service

Statistic 9

80% of banking customers believe that real-time assistance enhances their banking experience

Statistic 10

45% of respondents prefer chatbot interactions over human support for common banking questions

Statistic 11

65% of financial services companies plan to increase investment in customer experience technology in the next year

Statistic 12

67% of consumers feel that digital-first banks provide better experiences than traditional banks

Statistic 13

74% of customers are more likely to stay with a bank that offers seamless digital services

Statistic 14

63% of banking clients are willing to switch providers for better customer experience

Statistic 15

82% of customers want their financial institution to provide proactive communication

Statistic 16

77% of banking customers report that handling complaints efficiently influences their loyalty

Statistic 17

68% of customers believe that financial institutions should use AI for better service delivery

Statistic 18

85% of banking institutions plan to implement AI-driven chatbots within the next 12 months

Statistic 19

80% of banking customers believe that consistent digital experiences across channels are critical

Statistic 20

70% of customers say that transparency in fees and charges improves their trust

Statistic 21

80% of banking executives believe customer expectations for digital services are increasing

Statistic 22

76% of consumers say that a positive customer service experience makes them more loyal

Statistic 23

54% of banking customers rank mobile banking as their most valued digital feature

Statistic 24

65% of banks report that digital onboarding improves customer satisfaction

Statistic 25

88% of banking customers view transparency about data privacy as essential for trust

Statistic 26

50% of banking customers say they would switch banks if their data privacy was compromised

Statistic 27

74% of consumers believe that digital tools have made banking more accessible

Statistic 28

58% of banking customers dislike poor mobile app performance

Statistic 29

64% of banking customers declare that instant notifications about account activity increase their confidence

Statistic 30

72% of customers expect their bank to proactively inform them about new products and features

Statistic 31

55% of financial service providers use customer journey mapping to improve CX

Statistic 32

87% of banking customers are more likely to stay loyal if their issues are resolved quickly

Statistic 33

66% of customers are more satisfied when they can access support via multiple channels seamlessly

Statistic 34

54% of banking clients feel that augmented reality could improve their service experience

Statistic 35

81% of banking executives say that voice recognition technology will be key in future CX efforts

Statistic 36

57% of financial institutions cite customer feedback as the primary driver for CX innovation

Statistic 37

69% of banking customers want their banks to offer augmented reality or virtual reality experiences

Statistic 38

73% of consumers say that financial institutions that deliver consistent experiences across channels build greater trust

Statistic 39

58% of customers value quick resolution times over earning rewards or bonuses

Statistic 40

85% of banking customers say they are more likely to recommend a bank with excellent customer service

Statistic 41

68% of banking customers believe that transparency in processes contributes to better CX

Statistic 42

72% of consumers want their financial institution to proactively address issues before they become problems

Statistic 43

64% of banking customers prefer to receive updates and alerts via mobile push notifications

Statistic 44

79% of banking customers consider easy navigation and usability as crucial for a positive digital experience

Statistic 45

84% of banking institutions plan to prioritize customer experience improvements in the next year

Statistic 46

65% of banking customers prefer digital channels for their banking needs

Statistic 47

75% of consumers use at least three digital banking channels regularly

Statistic 48

60% of banking customers say that mobile apps are their primary banking platform

Statistic 49

54% of banking customers want more self-service options online

Statistic 50

69% of banking customers prefer digital channels for routine transactions

Statistic 51

63% of consumers utilize mobile banking apps at least once a week

Statistic 52

72% of banking customers prefer instant messaging for support over traditional channels

Statistic 53

78% of banking customers prefer digital-only banking options for their primary accounts

Statistic 54

73% of banking consumers find personalized experiences to be important

Statistic 55

52% of financial consumers are more likely to recommend a bank that personalizes their communications

Statistic 56

59% of customers expect banks to anticipate their needs and offer solutions proactively

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Key Highlights

86% of customers are willing to pay more for better customer experience in the finance industry
78% of consumers say that the overall experience a company provides is as important as its products and services
65% of banking customers prefer digital channels for their banking needs
70% of customers say that their positive experience with a bank influences their likelihood to recommend it
59% of banking customers report that easy access to digital tools improves their overall satisfaction
75% of consumers use at least three digital banking channels regularly
90% of banking executives agree that customer experience is a key differentiator
58% of customers say they have switched financial institutions due to poor customer service
80% of banking customers believe that real-time assistance enhances their banking experience
45% of respondents prefer chatbot interactions over human support for common banking questions
73% of banking consumers find personalized experiences to be important
65% of financial services companies plan to increase investment in customer experience technology in the next year
67% of consumers feel that digital-first banks provide better experiences than traditional banks

In an industry where 86% of customers are willing to pay a premium for better service, banks and financial institutions are racing to transform customer experience into their most valuable competitive edge.

Customer Loyalty and Retention

83% of customers are likely to give repeat business to a bank that offers personalized digital experiences
59% of banking customers want to be rewarded for their loyalty through personalized offers

Customer Loyalty and Retention Interpretation

With 83% of customers ready to return for tailored digital services and 59% seeking personalized rewards, banks that miss the personalization boat risk draining their loyal customer pool faster than their rivals can onboard new clients.

Customer Satisfaction and Experience

86% of customers are willing to pay more for better customer experience in the finance industry
78% of consumers say that the overall experience a company provides is as important as its products and services
70% of customers say that their positive experience with a bank influences their likelihood to recommend it
59% of banking customers report that easy access to digital tools improves their overall satisfaction
90% of banking executives agree that customer experience is a key differentiator
58% of customers say they have switched financial institutions due to poor customer service
80% of banking customers believe that real-time assistance enhances their banking experience
45% of respondents prefer chatbot interactions over human support for common banking questions
65% of financial services companies plan to increase investment in customer experience technology in the next year
67% of consumers feel that digital-first banks provide better experiences than traditional banks
74% of customers are more likely to stay with a bank that offers seamless digital services
63% of banking clients are willing to switch providers for better customer experience
82% of customers want their financial institution to provide proactive communication
77% of banking customers report that handling complaints efficiently influences their loyalty
68% of customers believe that financial institutions should use AI for better service delivery
85% of banking institutions plan to implement AI-driven chatbots within the next 12 months
80% of banking customers believe that consistent digital experiences across channels are critical
70% of customers say that transparency in fees and charges improves their trust
80% of banking executives believe customer expectations for digital services are increasing
76% of consumers say that a positive customer service experience makes them more loyal
54% of banking customers rank mobile banking as their most valued digital feature
65% of banks report that digital onboarding improves customer satisfaction
88% of banking customers view transparency about data privacy as essential for trust
50% of banking customers say they would switch banks if their data privacy was compromised
74% of consumers believe that digital tools have made banking more accessible
58% of banking customers dislike poor mobile app performance
64% of banking customers declare that instant notifications about account activity increase their confidence
72% of customers expect their bank to proactively inform them about new products and features
55% of financial service providers use customer journey mapping to improve CX
87% of banking customers are more likely to stay loyal if their issues are resolved quickly
66% of customers are more satisfied when they can access support via multiple channels seamlessly
54% of banking clients feel that augmented reality could improve their service experience
81% of banking executives say that voice recognition technology will be key in future CX efforts
57% of financial institutions cite customer feedback as the primary driver for CX innovation
69% of banking customers want their banks to offer augmented reality or virtual reality experiences
73% of consumers say that financial institutions that deliver consistent experiences across channels build greater trust
58% of customers value quick resolution times over earning rewards or bonuses
85% of banking customers say they are more likely to recommend a bank with excellent customer service
68% of banking customers believe that transparency in processes contributes to better CX
72% of consumers want their financial institution to proactively address issues before they become problems
64% of banking customers prefer to receive updates and alerts via mobile push notifications
79% of banking customers consider easy navigation and usability as crucial for a positive digital experience
84% of banking institutions plan to prioritize customer experience improvements in the next year

Customer Satisfaction and Experience Interpretation

With 86% of customers willing to pay more for better service, 90% of banking executives recognizing CX as a key differentiator, and a staggering 84% planning to ramp up digital improvements, it's clear that in finance, exceptional customer experience isn't just a perk—it's the new currency in building loyalty and trust.

Digital Transformation and Channels

65% of banking customers prefer digital channels for their banking needs
75% of consumers use at least three digital banking channels regularly
60% of banking customers say that mobile apps are their primary banking platform
54% of banking customers want more self-service options online
69% of banking customers prefer digital channels for routine transactions
63% of consumers utilize mobile banking apps at least once a week
72% of banking customers prefer instant messaging for support over traditional channels
78% of banking customers prefer digital-only banking options for their primary accounts

Digital Transformation and Channels Interpretation

With nearly four-fifths of customers favoring digital-only banking, it’s clear that in the finance industry, going digital isn't just a trend but the new blueprint for customer engagement—and those lagging behind risk becoming obsolete sockets in an online world.

Personalization and Engagement

73% of banking consumers find personalized experiences to be important
52% of financial consumers are more likely to recommend a bank that personalizes their communications
59% of customers expect banks to anticipate their needs and offer solutions proactively

Personalization and Engagement Interpretation

With over half of banking consumers valuing personalized service and expecting proactive solutions, banks that truly understand their customers' needs will not only earn loyalty but also turn satisfied clients into enthusiastic brand ambassadors.

Sources & References

Reference 26
INDEED
Research Publication(2024)
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