GITNUXREPORT 2025

Customer Experience In The Fintech Industry Statistics

Personalized experiences and security key for fintech customer satisfaction and 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

78% of consumers say that their overall shopping behavior is influenced by their experience with a company

Statistic 2

70% of users abandon a digital banking platform due to poor customer experience

Statistic 3

82% of consumers expect real-time support from their fintech providers

Statistic 4

55% of fintech firms plan to increase investment in customer experience technology by 2025

Statistic 5

90% of fintech users want seamless onboarding experiences

Statistic 6

68% of users cite customer service as a key factor in choosing a fintech platform

Statistic 7

47% of fintech users have switched providers due to poor customer support

Statistic 8

52% of respondents believe that fintech platforms improve their financial literacy

Statistic 9

67% of users feel that instant transaction notifications improve their experience

Statistic 10

49% of fintech customers have experienced issues with app usability

Statistic 11

85% of fintech firms plan to implement AI-driven customer support by 2025

Statistic 12

60% of users abandon a fintech platform due to complicated onboarding processes

Statistic 13

78% of customers say good customer service influences their loyalty to a fintech brand

Statistic 14

66% of consumers want easier ways to access their financial data

Statistic 15

80% of fintech customers value fast response times from support teams

Statistic 16

59% of users utilize chatbots for customer service interactions in fintech

Statistic 17

62% of fintech companies have seen increased revenue after improving customer experience

Statistic 18

50% of fintech startups have incorporated voice recognition technology to enhance CX

Statistic 19

69% of users prefer quick, easy-to-understand financial summaries

Statistic 20

48% of fintech clients have experienced frustration due to inconsistent app interfaces

Statistic 21

65% of consumers want to receive personalized financial insights through their apps

Statistic 22

54% of millennial fintech users have discontinued use of a platform due to poor UX

Statistic 23

73% of customers would switch to a competitor if they receive a better digital experience elsewhere

Statistic 24

49% of fintech users prefer to manage all their finances through a single platform

Statistic 25

72% of fintech firms track customer feedback to improve their services

Statistic 26

66% of consumers would recommend their fintech platform based on positive customer service experiences

Statistic 27

55% of users say that onboarding delays negatively impact their perception of a fintech service

Statistic 28

65% of fintech customers prefer digital-first banking services

Statistic 29

60% of fintech users prefer mobile apps over desktops for managing their finances

Statistic 30

56% of consumers have used fintech platforms for wealth management

Statistic 31

54% of consumers prefer using digital wallets over traditional banking methods

Statistic 32

85% of consumers are more likely to do business with a company that offers personalized experiences

Statistic 33

74% of consumers expect personalized offers from their fintech providers

Statistic 34

70% of fintech users expect their providers to proactively offer financial advice

Statistic 35

77% of customers want personalized communication from their fintech providers

Statistic 36

50% of fintech companies incorporate gamification to enhance user engagement

Statistic 37

81% of consumers expect their fintech platform to learn and adapt to their preferences over time

Statistic 38

40% of fintech customers cite security concerns as their primary reason for dissatisfaction

Statistic 39

72% of consumers trust fintech companies more with their financial data than traditional banks

Statistic 40

71% of fintech users trust digital security measures such as biometrics

Statistic 41

43% of fintech users are concerned about fraud and scams

Statistic 42

84% of consumers expect mobile banking apps to be as secure as online banking websites

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Key Highlights

78% of consumers say that their overall shopping behavior is influenced by their experience with a company
65% of fintech customers prefer digital-first banking services
85% of consumers are more likely to do business with a company that offers personalized experiences
70% of users abandon a digital banking platform due to poor customer experience
60% of fintech users prefer mobile apps over desktops for managing their finances
82% of consumers expect real-time support from their fintech providers
40% of fintech customers cite security concerns as their primary reason for dissatisfaction
55% of fintech firms plan to increase investment in customer experience technology by 2025
72% of consumers trust fintech companies more with their financial data than traditional banks
90% of fintech users want seamless onboarding experiences
56% of consumers have used fintech platforms for wealth management
68% of users cite customer service as a key factor in choosing a fintech platform
47% of fintech users have switched providers due to poor customer support

In a rapidly evolving fintech landscape where 78% of consumers say their shopping behavior is shaped by their experience, mastering customer experience has become the key differentiator for success in digital banking.

Customer Experience and Satisfaction

78% of consumers say that their overall shopping behavior is influenced by their experience with a company
70% of users abandon a digital banking platform due to poor customer experience
82% of consumers expect real-time support from their fintech providers
55% of fintech firms plan to increase investment in customer experience technology by 2025
90% of fintech users want seamless onboarding experiences
68% of users cite customer service as a key factor in choosing a fintech platform
47% of fintech users have switched providers due to poor customer support
52% of respondents believe that fintech platforms improve their financial literacy
67% of users feel that instant transaction notifications improve their experience
49% of fintech customers have experienced issues with app usability
85% of fintech firms plan to implement AI-driven customer support by 2025
60% of users abandon a fintech platform due to complicated onboarding processes
78% of customers say good customer service influences their loyalty to a fintech brand
66% of consumers want easier ways to access their financial data
80% of fintech customers value fast response times from support teams
59% of users utilize chatbots for customer service interactions in fintech
62% of fintech companies have seen increased revenue after improving customer experience
50% of fintech startups have incorporated voice recognition technology to enhance CX
69% of users prefer quick, easy-to-understand financial summaries
48% of fintech clients have experienced frustration due to inconsistent app interfaces
65% of consumers want to receive personalized financial insights through their apps
54% of millennial fintech users have discontinued use of a platform due to poor UX
73% of customers would switch to a competitor if they receive a better digital experience elsewhere
49% of fintech users prefer to manage all their finances through a single platform
72% of fintech firms track customer feedback to improve their services
66% of consumers would recommend their fintech platform based on positive customer service experiences
55% of users say that onboarding delays negatively impact their perception of a fintech service

Customer Experience and Satisfaction Interpretation

In the competitive world of fintech, where nearly three-quarters of consumers say their loyalty hinges on experience, it's clear that a seamless, real-time, and well-supported digital journey isn't just a luxury—it's the currency of customer retention and industry success.

Digital Preferences and Usage

65% of fintech customers prefer digital-first banking services
60% of fintech users prefer mobile apps over desktops for managing their finances
56% of consumers have used fintech platforms for wealth management
54% of consumers prefer using digital wallets over traditional banking methods

Digital Preferences and Usage Interpretation

With a digital majority spearheading fintech’s evolution, consumers’ sleek swipe-and-click preferences signal a future where traditional banking is increasingly just a nostalgic chapter rather than the main story.

Personalization and Engagement

85% of consumers are more likely to do business with a company that offers personalized experiences
74% of consumers expect personalized offers from their fintech providers
70% of fintech users expect their providers to proactively offer financial advice
77% of customers want personalized communication from their fintech providers
50% of fintech companies incorporate gamification to enhance user engagement
81% of consumers expect their fintech platform to learn and adapt to their preferences over time

Personalization and Engagement Interpretation

In an industry where 85% of consumers crave personalized experiences and over 80% expect their fintech platforms to adapt and advise proactively, it's clear that fintech providers must treat personalization not just as a feature, but as the very currency of trust and engagement.

Security and Trust Concerns

40% of fintech customers cite security concerns as their primary reason for dissatisfaction
72% of consumers trust fintech companies more with their financial data than traditional banks
71% of fintech users trust digital security measures such as biometrics
43% of fintech users are concerned about fraud and scams
84% of consumers expect mobile banking apps to be as secure as online banking websites

Security and Trust Concerns Interpretation

Despite two-thirds of fintech users trusting digital security measures like biometrics, with nearly half worrying about fraud, the industry’s challenge remains balancing innovative security with the high consumer expectation that mobile banking is just as safe as the old-school online banking—because in fintech, trust is the then-ultimate currency.