GITNUXREPORT 2025

Customer Experience In The Financial Industry Statistics

Enhancing digital and personalized experiences boosts banking customer satisfaction and loyalty.

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

67% of respondents in a survey expect digital banking to replace traditional banking in the next five years

Statistic 2

55% of retail banking customers are likely to recommend their bank after positive service experience

Statistic 3

84% of banking customers are more likely to stay loyal if they receive relevant and timely offers

Statistic 4

86% of customers are willing to pay more for better customer service in the financial industry

Statistic 5

70% of banking customers say they have switched banks due to poor customer service

Statistic 6

65% of consumers say a positive customer experience influences their spending in financial services

Statistic 7

78% of banking customers abandon a transaction due to poor digital experience

Statistic 8

90% of consumers expect consistent service across all channels in the financial industry

Statistic 9

60% of banking customers are influenced by online reviews when choosing a financial institution

Statistic 10

80% of financial institutions plan to increase investment in customer experience technology in the next year

Statistic 11

45% of banking customers say they have experienced technical issues that negatively impacted their experience

Statistic 12

92% of financial institutions believe customer experience is a key competitive differentiator

Statistic 13

50% of customers report that poor customer service impacts their perception of a company’s brand in the banking sector

Statistic 14

48% of banking customers say they are likely to switch banks due to unsatisfactory digital service

Statistic 15

72% of banking customers say they appreciate proactive engagement from their bank, such as alerts or updates

Statistic 16

65% of retail banking customers want faster resolution times for their complaints

Statistic 17

82% of customers say personalized emails and alerts improve their banking experience

Statistic 18

36% of banking customers report frustration with lengthy processes during loan applications

Statistic 19

68% of retail banking clients are more likely to stay with a bank that improves digital experience

Statistic 20

88% of customers are willing to switch banks after a poor digital experience

Statistic 21

74% of banking customers value easy-to-use digital interfaces the most when choosing a bank

Statistic 22

49% of banking users are unaware of new digital features available to them

Statistic 23

59% of customers say enhanced security features increase their trust in digital banking

Statistic 24

67% of customers want real-time customer service support, especially via chatbots

Statistic 25

83% of banking customers trust their bank to handle their data securely

Statistic 26

54% of banking clients have experienced better service from banks offering chatbots and AI assistance

Statistic 27

90% of banking executives say customer experience is a top strategic priority

Statistic 28

44% of banking customers still prefer visiting branches for complex transactions, despite digital growth

Statistic 29

60% of small business banking clients cite personalized service as a key loyalty factor

Statistic 30

77% of banking customers expect quick responses to inquiries made via social media

Statistic 31

69% of banking digital experiences fail to meet customer expectations for ease of use

Statistic 32

81% of customers prefer proactive alerts about suspicious activity on their accounts

Statistic 33

53% of consumers would switch banks if they receive poor mobile app support

Statistic 34

74% of banking institutions say improving customer onboarding is a priority for CX

Statistic 35

52% of banking customers feel more confident when their bank offers coaching or financial advice

Statistic 36

44% of banking customers report frustration with ineffective communication during issue resolution

Statistic 37

63% of customers say that a seamless omnichannel experience encourages loyalty

Statistic 38

58% of banking customers prefer to use video chat for complex support issues

Statistic 39

49% of banking customers would participate in financial wellness programs if offered by their bank

Statistic 40

65% of banking consumers are willing to share more personal data for better service, underlining trust and security importance

Statistic 41

71% of banking customers value transparency about fees and charges

Statistic 42

62% of bank customers seek financial education resources from their bank

Statistic 43

85% of banking institutions are investing in AI to personalize customer interactions

Statistic 44

52% of customers expect their bank to proactively address potential issues before they arise

Statistic 45

54% of banking customers report increasing satisfaction when given easy access to their transaction history

Statistic 46

80% of banking customers say that improved service during emergencies increases their trust

Statistic 47

55% of banking customers are concerned about data privacy when using digital banking services

Statistic 48

64% of customers would like their bank to offer sustainability-related financial products

Statistic 49

61% of customers feel that their bank’s mobile app is easy to navigate

Statistic 50

70% of banking institutions have seen increased customer retention after implementing customer experience improvements

Statistic 51

66% of customers believe that a simple account setup process improves their overall experience

Statistic 52

50% of bank customers say that digital channels are most important for their banking needs

Statistic 53

65% of banking customers use mobile banking apps at least once per week

Statistic 54

78% of users prefer to handle most banking transactions digitally

Statistic 55

55% of financial consumers are interested in voice-activated banking services

Statistic 56

59% of financial services customers prefer to do banking via mobile app rather than visiting branches

Statistic 57

70% of young banking customers prefer digital wallets and contactless payments over cash

Statistic 58

55% of consumers prefer to receive financial advice digitally rather than in person

Statistic 59

66% of banking consumers want to be able to access their accounts 24/7

Statistic 60

75% of banking customers say that improved mobile app features influence their choice of bank

Statistic 61

69% of retail banking clients value the ability to simulate financial scenarios online

Statistic 62

71% of banking customers use biometric authentication for security

Statistic 63

47% of customers prefer remote video consultations for financial planning

Statistic 64

73% of customers have more positive perceptions of banks that offer personalized services

Statistic 65

84% of consumers say they are more loyal to brands that personalize their experience

Statistic 66

58% of banking customers prefer personalized financial advice over generic solutions

Slide 1 of 66

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of customers are willing to pay more for better customer service in the financial industry
70% of banking customers say they have switched banks due to poor customer service
65% of consumers say a positive customer experience influences their spending in financial services
78% of banking customers abandon a transaction due to poor digital experience
90% of consumers expect consistent service across all channels in the financial industry
60% of banking customers are influenced by online reviews when choosing a financial institution
80% of financial institutions plan to increase investment in customer experience technology in the next year
55% of retail banking customers are likely to recommend their bank after positive service experience
73% of customers have more positive perceptions of banks that offer personalized services
50% of bank customers say that digital channels are most important for their banking needs
67% of respondents in a survey expect digital banking to replace traditional banking in the next five years
45% of banking customers say they have experienced technical issues that negatively impacted their experience
84% of consumers say they are more loyal to brands that personalize their experience

In an industry where nearly nine out of ten consumers prioritize personalized, seamless digital experiences, the race to enhance customer service has become the ultimate differentiator for banks and financial institutions aiming to win loyalty and stay competitive.

Banking Industry Trends and Attitudes

67% of respondents in a survey expect digital banking to replace traditional banking in the next five years

Banking Industry Trends and Attitudes Interpretation

With 67% of respondents envisioning digital banking's dominance within five years, it's clear that traditional banking must either evolve swiftly or risk being rendered obsolete in the digital age.

Customer Loyalty and Retention

55% of retail banking customers are likely to recommend their bank after positive service experience
84% of banking customers are more likely to stay loyal if they receive relevant and timely offers

Customer Loyalty and Retention Interpretation

These statistics reveal that in retail banking, stellar service and tailored offers not only turn customers into enthusiastic advocates but also serve as the gold standard for fostering unwavering loyalty in a fiercely competitive industry.

Customer Satisfaction and Experience

86% of customers are willing to pay more for better customer service in the financial industry
70% of banking customers say they have switched banks due to poor customer service
65% of consumers say a positive customer experience influences their spending in financial services
78% of banking customers abandon a transaction due to poor digital experience
90% of consumers expect consistent service across all channels in the financial industry
60% of banking customers are influenced by online reviews when choosing a financial institution
80% of financial institutions plan to increase investment in customer experience technology in the next year
45% of banking customers say they have experienced technical issues that negatively impacted their experience
92% of financial institutions believe customer experience is a key competitive differentiator
50% of customers report that poor customer service impacts their perception of a company’s brand in the banking sector
48% of banking customers say they are likely to switch banks due to unsatisfactory digital service
72% of banking customers say they appreciate proactive engagement from their bank, such as alerts or updates
65% of retail banking customers want faster resolution times for their complaints
82% of customers say personalized emails and alerts improve their banking experience
36% of banking customers report frustration with lengthy processes during loan applications
68% of retail banking clients are more likely to stay with a bank that improves digital experience
88% of customers are willing to switch banks after a poor digital experience
74% of banking customers value easy-to-use digital interfaces the most when choosing a bank
49% of banking users are unaware of new digital features available to them
59% of customers say enhanced security features increase their trust in digital banking
67% of customers want real-time customer service support, especially via chatbots
83% of banking customers trust their bank to handle their data securely
54% of banking clients have experienced better service from banks offering chatbots and AI assistance
90% of banking executives say customer experience is a top strategic priority
44% of banking customers still prefer visiting branches for complex transactions, despite digital growth
60% of small business banking clients cite personalized service as a key loyalty factor
77% of banking customers expect quick responses to inquiries made via social media
69% of banking digital experiences fail to meet customer expectations for ease of use
81% of customers prefer proactive alerts about suspicious activity on their accounts
53% of consumers would switch banks if they receive poor mobile app support
74% of banking institutions say improving customer onboarding is a priority for CX
52% of banking customers feel more confident when their bank offers coaching or financial advice
44% of banking customers report frustration with ineffective communication during issue resolution
63% of customers say that a seamless omnichannel experience encourages loyalty
58% of banking customers prefer to use video chat for complex support issues
49% of banking customers would participate in financial wellness programs if offered by their bank
65% of banking consumers are willing to share more personal data for better service, underlining trust and security importance
71% of banking customers value transparency about fees and charges
62% of bank customers seek financial education resources from their bank
85% of banking institutions are investing in AI to personalize customer interactions
52% of customers expect their bank to proactively address potential issues before they arise
54% of banking customers report increasing satisfaction when given easy access to their transaction history
80% of banking customers say that improved service during emergencies increases their trust
55% of banking customers are concerned about data privacy when using digital banking services
64% of customers would like their bank to offer sustainability-related financial products
61% of customers feel that their bank’s mobile app is easy to navigate
70% of banking institutions have seen increased customer retention after implementing customer experience improvements
66% of customers believe that a simple account setup process improves their overall experience

Customer Satisfaction and Experience Interpretation

In an industry where 86% of customers are willing to pay more for better service yet 70% switch banks due to poor experiences, it’s clear that banks must prioritize seamless, personalized digital interactions and proactive engagement to turn loyalty into tangible value—otherwise, they risk losing customers faster than they can upgrade their tech.

Digital Adoption and Remote Services

50% of bank customers say that digital channels are most important for their banking needs
65% of banking customers use mobile banking apps at least once per week
78% of users prefer to handle most banking transactions digitally
55% of financial consumers are interested in voice-activated banking services
59% of financial services customers prefer to do banking via mobile app rather than visiting branches
70% of young banking customers prefer digital wallets and contactless payments over cash
55% of consumers prefer to receive financial advice digitally rather than in person
66% of banking consumers want to be able to access their accounts 24/7
75% of banking customers say that improved mobile app features influence their choice of bank
69% of retail banking clients value the ability to simulate financial scenarios online
71% of banking customers use biometric authentication for security
47% of customers prefer remote video consultations for financial planning

Digital Adoption and Remote Services Interpretation

In an era where convenience reigns supreme, over half of banking customers now prioritize digital channels—embracing mobile apps, voice commands, and contactless payments—making traditional branches increasingly optional in their pursuit of seamless, 24/7 financial service, with security and innovative features steering their loyalty.

Personalization Preferences

73% of customers have more positive perceptions of banks that offer personalized services
84% of consumers say they are more loyal to brands that personalize their experience
58% of banking customers prefer personalized financial advice over generic solutions

Personalization Preferences Interpretation

With over 73% of customers favoring personalized banking and 84% displaying greater loyalty when their experience is tailored, it's clear that in today's financial landscape, one-size-fits-all is becoming the least bankable strategy—because when it comes to money, personalized advice isn't just a perk, it's a profit driver.