GITNUXREPORT 2025

Customer Experience In The Financial Service Industry Statistics

Financial sector prioritizes digital, personalized experiences to boost loyalty, revenue.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

89% of companies expect to compete primarily on customer experience in the financial services industry

Statistic 2

48% of customers would switch to a competitor after just one bad experience

Statistic 3

63% of banking customers have left a bank due to a negative digital experience

Statistic 4

50% of financial consumers would be willing to switch to a new provider if offered better digital tools

Statistic 5

88% of customers seek out financial providers that offer seamless digital onboarding

Statistic 6

71% of customers are more likely to engage with a financial brand when its digital experience is personalized

Statistic 7

52% of customers cite poor digital onboarding as a reason for switching providers, highlighting the importance of smooth processes

Statistic 8

44% of consumers feel overwhelmed by the number of digital channels available, leading to frustration and drop-off

Statistic 9

66% of customers would switch banks if their current provider failed to offer innovative digital solutions

Statistic 10

70% of customers in financial services say they are more likely to recommend a company after a positive experience

Statistic 11

60% of financial services customers prefer chatbots for quick inquiries, but only 35% are satisfied with their experiences

Statistic 12

Only 43% of banks believe their current customer experience meets expectations

Statistic 13

56% of digital banking users encountered technical issues during their interactions, reducing overall satisfaction

Statistic 14

74% of banking customers rate transparency about fees and charges as critical to their satisfaction

Statistic 15

39% of banking customers have experienced frustration due to lack of personalized digital experiences

Statistic 16

85% of financial service firms believe that customer feedback collection is critical for improvement

Statistic 17

73% of customers expect their financial institution to use their data responsibly, but only 45% feel current practices are satisfactory

Statistic 18

55% of customers want to communicate with their bank via social media platforms, yet only 30% report satisfactory experiences on these channels

Statistic 19

45% of customers say that a lack of transparency in digital processes leads to frustration and discontinuation

Statistic 20

80% of financial firms monitor customer feedback through digital channels to improve services

Statistic 21

41% of financial institutions lack sufficient staff training in customer experience management, impacting service quality

Statistic 22

58% of fintech companies report improved customer satisfaction after implementing UX improvements

Statistic 23

44% of consumers feel that financial institutions don't do enough to educate them about their financial options

Statistic 24

85% of digital banking users expect intuitive navigation, and 60% are dissatisfied with current navigation features

Statistic 25

69% of finance sector executives say that poor customer experience directly impacts profitability

Statistic 26

84% of financial service providers measure customer satisfaction through digital surveys, emphasizing data-driven improvements

Statistic 27

59% of customers prefer to handle most banking transactions via mobile app, but only 50% report satisfaction with current app features

Statistic 28

71% of financial firms see customer feedback automation as vital to maintaining competitive advantage

Statistic 29

54% of banking customers report that customized financial planning tools increase their satisfaction

Statistic 30

65% of banking customers find digital channels more convenient than branch visits

Statistic 31

55% of consumers switch financial providers due to poor customer service

Statistic 32

82% of banking customers say they are more loyal to brands that offer personalized experiences

Statistic 33

91% of financial firms believe that customer experience is their competitive differentiator

Statistic 34

80% of financial services providers have integrated or plan to integrate AI-driven analytics for better customer insights

Statistic 35

72% of banking customers are willing to share personal data if it results in better service

Statistic 36

75% of customers feel more valued when banks personalize communications based on their financial behavior

Statistic 37

59% of financial consumers want to access all their financial accounts through a single app

Statistic 38

67% of financial service companies report increased revenue due to improved customer experience initiatives

Statistic 39

85% of customers in financial services expect real-time responses from their providers

Statistic 40

62% of financial consumers indicate that mobile banking is their primary method of engagement

Statistic 41

54% of customers are willing to pay more for better customer service from their financial providers

Statistic 42

66% of millennials and Gen Z prefer digital-first banking options over traditional branches

Statistic 43

77% of financial institutions report that customer experience improvements have directly increased customer retention

Statistic 44

70% of customers say they are more loyal when they feel understood by their financial service provider

Statistic 45

90% of financial service executives believe integrating omnichannel experiences enhances customer satisfaction

Statistic 46

69% of financial consumers prefer self-service options for routine inquiries, with only 30% satisfied with current offerings

Statistic 47

83% of financial brands investing in AI see a measurable improvement in customer engagement

Statistic 48

79% of financial services customers want proactive alerts about their finances, such as fraud detection and account updates

Statistic 49

68% of financial institutions report increased efficiency through CRM systems integrated with customer data analytics

Statistic 50

58% of financial customers want more educational content to help manage their finances, but only 40% find current content useful

Statistic 51

45% of consumers believe that their financial advisor understands their personal goals, but only 25% feel their advisor actually does

Statistic 52

84% of banking clients say they prefer options that provide quick, seamless account access and management

Statistic 53

69% of financial service companies see customer experience as a key driver of revenue growth

Statistic 54

63% of financial consumers are more likely to stay loyal if they receive proactive and personalized communication

Statistic 55

72% of financial service providers use or plan to use predictive analytics to forecast customer needs

Statistic 56

86% of banking executives believe digital personalization is essential for increasing customer engagement

Statistic 57

74% of consumers expect digital banking experiences to be available 24/7, but 40% experience downtime or limited access

Statistic 58

81% of Millennials and Gen Z prefer to open new accounts digitally rather than in person

Statistic 59

52% of financial institutions see customer experience as a primary differentiator in competitive markets

Statistic 60

61% of financial service firms report that improving onboarding processes significantly enhances customer experience

Statistic 61

59% of banking customers use biometric authentication, increasing security and satisfaction

Statistic 62

73% of customers want to receive tailored product recommendations, but only 40% find current offers relevant

Statistic 63

63% of financial players believe that customer experience initiatives directly influence profitability

Statistic 64

54% of consumers prefer to communicate with financial providers via messaging apps rather than phone calls

Statistic 65

87% of banking customers track their finances digitally, increasing reliance on online tools

Statistic 66

49% of customers consider digital security as the most important factor in choosing a financial provider

Statistic 67

69% of financial consumers prefer to manage investments through digital platforms, emphasizing convenience and access

Statistic 68

90% of financial services firms see data-driven customer insights as crucial for competitive advantage

Statistic 69

76% of customers are more likely to buy products from companies that understand their individual financial circumstances

Statistic 70

65% of financial service providers see customer experience as a key factor in their digital transformation strategy

Statistic 71

89% of customers want to access their financial data and services via mobile devices

Statistic 72

66% of banking customers have used video chat support, and 58% find it effective

Statistic 73

54% of financial consumers say personalized service increases their trust in their provider

Statistic 74

60% of financial institutions are investing in voice recognition technology for customer interactions, believing it enhances experience

Statistic 75

78% of consumers want their financial providers to proactively suggest ways to improve their financial health

Statistic 76

73% of customers prefer digital platforms for routine banking activities, with only 27% still favoring traditional branch visits

Statistic 77

89% of customers report feeling more connected to financial brands that communicate transparently during service outages or issues

Statistic 78

81% of banking customers want personalized alerts for spending, savings, and fraud detection, improving engagement

Statistic 79

78% of financial institutions believe that customer experience improvements lead to increased revenue, with 55% citing regulatory compliance as a motivator

Statistic 80

78% of financial service providers plan to increase investment in customer experience technology in 2024

Statistic 81

55% of financial service providers aim to improve customer experience via automation by 2025

Statistic 82

92% of financial companies plan to deploy chatbots for customer support within the next two years

Statistic 83

67% of financial firms believe automating customer service reduces operational costs, though only 45% have fully implemented these solutions

Statistic 84

83% of financial institutions plan to enhance digital customer onboarding processes in the next year

Statistic 85

67% of financial institutions utilize AI chatbots for customer service, expecting to increase usage in the coming years

Statistic 86

86% of financial services firms are exploring or implementing biometric authentication to enhance security

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Sources

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Key Highlights

89% of companies expect to compete primarily on customer experience in the financial services industry
70% of customers in financial services say they are more likely to recommend a company after a positive experience
65% of banking customers find digital channels more convenient than branch visits
78% of financial service providers plan to increase investment in customer experience technology in 2024
55% of consumers switch financial providers due to poor customer service
82% of banking customers say they are more loyal to brands that offer personalized experiences
60% of financial services customers prefer chatbots for quick inquiries, but only 35% are satisfied with their experiences
91% of financial firms believe that customer experience is their competitive differentiator
48% of customers would switch to a competitor after just one bad experience
80% of financial services providers have integrated or plan to integrate AI-driven analytics for better customer insights
72% of banking customers are willing to share personal data if it results in better service
75% of customers feel more valued when banks personalize communications based on their financial behavior
59% of financial consumers want to access all their financial accounts through a single app

In an era where 89% of financial companies view customer experience as their key competitive edge, banks and financial service providers are racing to transform digital interactions into personalized, seamless journeys that build trust and loyalty amid mounting consumer expectations.

Competitive Strategies and Market Positioning

89% of companies expect to compete primarily on customer experience in the financial services industry

Competitive Strategies and Market Positioning Interpretation

With 89% of financial firms eyeing customer experience as their primary battleground, it’s clear that in today’s industry, playing the “customer card” is no longer just a strategy—it's the new standard for survival.

Consumer Experience and Switching Tendencies

48% of customers would switch to a competitor after just one bad experience
63% of banking customers have left a bank due to a negative digital experience
50% of financial consumers would be willing to switch to a new provider if offered better digital tools
88% of customers seek out financial providers that offer seamless digital onboarding
71% of customers are more likely to engage with a financial brand when its digital experience is personalized
52% of customers cite poor digital onboarding as a reason for switching providers, highlighting the importance of smooth processes
44% of consumers feel overwhelmed by the number of digital channels available, leading to frustration and drop-off
66% of customers would switch banks if their current provider failed to offer innovative digital solutions

Consumer Experience and Switching Tendencies Interpretation

In an era where nearly half of financial consumers will abandon ship after just one bad digital experience, the message is clear: banks must prioritize seamless, personalized, and innovative digital journeys—or risk losing clients to more agile competitors.

Customer Feedback and Satisfaction

70% of customers in financial services say they are more likely to recommend a company after a positive experience
60% of financial services customers prefer chatbots for quick inquiries, but only 35% are satisfied with their experiences
Only 43% of banks believe their current customer experience meets expectations
56% of digital banking users encountered technical issues during their interactions, reducing overall satisfaction
74% of banking customers rate transparency about fees and charges as critical to their satisfaction
39% of banking customers have experienced frustration due to lack of personalized digital experiences
85% of financial service firms believe that customer feedback collection is critical for improvement
73% of customers expect their financial institution to use their data responsibly, but only 45% feel current practices are satisfactory
55% of customers want to communicate with their bank via social media platforms, yet only 30% report satisfactory experiences on these channels
45% of customers say that a lack of transparency in digital processes leads to frustration and discontinuation
80% of financial firms monitor customer feedback through digital channels to improve services
41% of financial institutions lack sufficient staff training in customer experience management, impacting service quality
58% of fintech companies report improved customer satisfaction after implementing UX improvements
44% of consumers feel that financial institutions don't do enough to educate them about their financial options
85% of digital banking users expect intuitive navigation, and 60% are dissatisfied with current navigation features
69% of finance sector executives say that poor customer experience directly impacts profitability
84% of financial service providers measure customer satisfaction through digital surveys, emphasizing data-driven improvements
59% of customers prefer to handle most banking transactions via mobile app, but only 50% report satisfaction with current app features
71% of financial firms see customer feedback automation as vital to maintaining competitive advantage
54% of banking customers report that customized financial planning tools increase their satisfaction

Customer Feedback and Satisfaction Interpretation

Despite 70% of customers willing to recommend financial firms after positive experiences, the industry's digital gap persists—with only 35% satisfied with chatbot interactions, less than half feeling their data is used responsibly, and a significant portion facing technical glitches and transparency issues—highlighting that in finance, reputation still hinges on the mastery of customer experience as much as on financial expertise.

Customer Preferences and Behavior

65% of banking customers find digital channels more convenient than branch visits
55% of consumers switch financial providers due to poor customer service
82% of banking customers say they are more loyal to brands that offer personalized experiences
91% of financial firms believe that customer experience is their competitive differentiator
80% of financial services providers have integrated or plan to integrate AI-driven analytics for better customer insights
72% of banking customers are willing to share personal data if it results in better service
75% of customers feel more valued when banks personalize communications based on their financial behavior
59% of financial consumers want to access all their financial accounts through a single app
67% of financial service companies report increased revenue due to improved customer experience initiatives
85% of customers in financial services expect real-time responses from their providers
62% of financial consumers indicate that mobile banking is their primary method of engagement
54% of customers are willing to pay more for better customer service from their financial providers
66% of millennials and Gen Z prefer digital-first banking options over traditional branches
77% of financial institutions report that customer experience improvements have directly increased customer retention
70% of customers say they are more loyal when they feel understood by their financial service provider
90% of financial service executives believe integrating omnichannel experiences enhances customer satisfaction
69% of financial consumers prefer self-service options for routine inquiries, with only 30% satisfied with current offerings
83% of financial brands investing in AI see a measurable improvement in customer engagement
79% of financial services customers want proactive alerts about their finances, such as fraud detection and account updates
68% of financial institutions report increased efficiency through CRM systems integrated with customer data analytics
58% of financial customers want more educational content to help manage their finances, but only 40% find current content useful
45% of consumers believe that their financial advisor understands their personal goals, but only 25% feel their advisor actually does
84% of banking clients say they prefer options that provide quick, seamless account access and management
69% of financial service companies see customer experience as a key driver of revenue growth
63% of financial consumers are more likely to stay loyal if they receive proactive and personalized communication
72% of financial service providers use or plan to use predictive analytics to forecast customer needs
86% of banking executives believe digital personalization is essential for increasing customer engagement
74% of consumers expect digital banking experiences to be available 24/7, but 40% experience downtime or limited access
81% of Millennials and Gen Z prefer to open new accounts digitally rather than in person
52% of financial institutions see customer experience as a primary differentiator in competitive markets
61% of financial service firms report that improving onboarding processes significantly enhances customer experience
59% of banking customers use biometric authentication, increasing security and satisfaction
73% of customers want to receive tailored product recommendations, but only 40% find current offers relevant
63% of financial players believe that customer experience initiatives directly influence profitability
54% of consumers prefer to communicate with financial providers via messaging apps rather than phone calls
87% of banking customers track their finances digitally, increasing reliance on online tools
49% of customers consider digital security as the most important factor in choosing a financial provider
69% of financial consumers prefer to manage investments through digital platforms, emphasizing convenience and access
90% of financial services firms see data-driven customer insights as crucial for competitive advantage
76% of customers are more likely to buy products from companies that understand their individual financial circumstances
65% of financial service providers see customer experience as a key factor in their digital transformation strategy
89% of customers want to access their financial data and services via mobile devices
66% of banking customers have used video chat support, and 58% find it effective
54% of financial consumers say personalized service increases their trust in their provider
60% of financial institutions are investing in voice recognition technology for customer interactions, believing it enhances experience
78% of consumers want their financial providers to proactively suggest ways to improve their financial health
73% of customers prefer digital platforms for routine banking activities, with only 27% still favoring traditional branch visits
89% of customers report feeling more connected to financial brands that communicate transparently during service outages or issues
81% of banking customers want personalized alerts for spending, savings, and fraud detection, improving engagement
78% of financial institutions believe that customer experience improvements lead to increased revenue, with 55% citing regulatory compliance as a motivator

Customer Preferences and Behavior Interpretation

As financial institutions race to integrate AI and digital personalization, it's clear that consumers want their money managed with a mix of high-tech agility and human understanding, or they'll simply switch providers, leaving behind branches that are increasingly seen as relics of the past.

Digital Transformation and Technology Adoption

78% of financial service providers plan to increase investment in customer experience technology in 2024
55% of financial service providers aim to improve customer experience via automation by 2025
92% of financial companies plan to deploy chatbots for customer support within the next two years
67% of financial firms believe automating customer service reduces operational costs, though only 45% have fully implemented these solutions
83% of financial institutions plan to enhance digital customer onboarding processes in the next year
67% of financial institutions utilize AI chatbots for customer service, expecting to increase usage in the coming years
86% of financial services firms are exploring or implementing biometric authentication to enhance security

Digital Transformation and Technology Adoption Interpretation

As financial institutions bet heavily on automation—from chatbots and biometric security to revamped onboarding—they're not just improving customer experience; they're rewiring the industry for a future where efficiency and innovation are the new currency, even as some still wrestle with fully embracing these digital advancements.