GITNUXREPORT 2025

Customer Experience In The Securities Industry Statistics

Customer experience significantly influences loyalty, switching rates, and willingness to pay.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

66% of financial customers value secure digital transactions above other features

Statistic 2

78% of customers say that their experience with a company is as important as its products or services

Statistic 3

70% of banking customers would switch to a competitor after just one bad experience

Statistic 4

85% of customers are willing to pay more for a better customer experience

Statistic 5

74% of consumers are more likely to purchase again after a positive customer service experience

Statistic 6

80% of financial services firms view customer experience as a key competitive differentiator

Statistic 7

50% of customers abandon a brand after just one bad experience

Statistic 8

66% of customers would switch to a competitor after a poor digital experience

Statistic 9

42% of customers report that integrating digital and human customer service improves their loyalty

Statistic 10

90% of customers say that a quick response from customer service influences their loyalty

Statistic 11

55% of consumers would recommend their bank to others after a positive customer service experience

Statistic 12

58% of customers are more loyal to brands that offer seamless service across all channels

Statistic 13

62% of consumers delete banking apps due to poor user experience

Statistic 14

80% of respondents in a survey said that ease of use is more important than price for their customer experience

Statistic 15

73% of banking customers want proactive alerts about their accounts

Statistic 16

54% of consumers reports that they would leave a bank that fails to meet their expectations for digital services

Statistic 17

88% of customers are more likely to return to a company that offers outstanding customer service

Statistic 18

45% of customers are willing to pay a premium for better digital banking features

Statistic 19

67% of banking customers feel that digital services improve their overall banking experience

Statistic 20

54% of consumers report dissatisfaction with long wait times in bank branches

Statistic 21

69% of consumers say they are more loyal to banks that proactively communicate

Statistic 22

82% of banking executives say improving customer experience is their top strategic priority

Statistic 23

51% of customers say that their digital banking experience has influenced their likelihood to choose their bank again

Statistic 24

77% of consumers feel that their banking experience could be improved with better digital communication tools

Statistic 25

83% of customers want transparency about fees and charges

Statistic 26

64% of consumers say that they are more likely to stay with a bank that offers easy-to-use digital platforms

Statistic 27

78% of customers say that digital onboarding experiences influence their overall perception of their bank

Statistic 28

49% of customers believe that frequent communication improves their experience with their bank

Statistic 29

84% of customers feel that digital banking has made their interactions more convenient

Statistic 30

59% of banking customers report frustration with complex online authentication processes

Statistic 31

76% of customers would recommend their bank after a positive digital customer service experience

Statistic 32

65% of customers want real-time assistance when interacting with their financial service provider

Statistic 33

81% of customers conduct online research before choosing a financial services provider

Statistic 34

60% of customers use chatbots for banking needs, citing faster response times

Statistic 35

72% of customers prefer self-service options for routine banking transactions

Statistic 36

48% of banking customers expect their bank to remember their preferences for future interactions

Statistic 37

66% of respondents say that digital self-service options reduce their need for branch visits

Statistic 38

71% of financial service customers prefer to handle issues via digital channels rather than visiting a branch

Statistic 39

59% of banking customers expect their bank to offer multiple digital touchpoints

Statistic 40

60% of banking customers use digital channels for their transactions

Statistic 41

35% of customers prefer using mobile apps for their banking transactions

Statistic 42

73% of consumers have used online banking, and 67% have used mobile banking

Statistic 43

65% of customers want to access their accounts via mobile devices

Statistic 44

57% of banking customers would utilize integrated financial apps if offered

Statistic 45

47% of consumers would switch to a bank with better digital features, even if it means transferring their existing accounts

Statistic 46

63% of consumers prefer to do business with companies that provide personalized experiences

Statistic 47

40% of consumers expect personal recognition from their financial service provider

Statistic 48

69% of banking customers prefer personalized offerings based on their banking history

Statistic 49

76% of bank customers rate personalized offers as a key factor in their banking choice

Statistic 50

69% of respondents report that personalized communication increases their trust in financial institutions

Statistic 51

87% of customers say that personalized digital services are important to their banking experience

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Sources

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Key Highlights

78% of customers say that their experience with a company is as important as its products or services
70% of banking customers would switch to a competitor after just one bad experience
63% of consumers prefer to do business with companies that provide personalized experiences
65% of customers want real-time assistance when interacting with their financial service provider
85% of customers are willing to pay more for a better customer experience
60% of banking customers use digital channels for their transactions
74% of consumers are more likely to purchase again after a positive customer service experience
80% of financial services firms view customer experience as a key competitive differentiator
50% of customers abandon a brand after just one bad experience
66% of customers would switch to a competitor after a poor digital experience
35% of customers prefer using mobile apps for their banking transactions
40% of consumers expect personal recognition from their financial service provider
42% of customers report that integrating digital and human customer service improves their loyalty

In an era where 78% of customers deem their experience just as vital as the products they purchase, the securities industry faces a pivotal challenge and opportunity: transforming customer interactions into personalized, seamless, and real-time experiences that not only retain loyalty but also drive revenue.

Banking Security and Trust

66% of financial customers value secure digital transactions above other features

Banking Security and Trust Interpretation

With nearly two-thirds of financial customers prioritizing secure digital transactions, it's clear that in the securities industry, trust isn't just a virtue—it's the foundation of customer loyalty in the digital age.

Customer Experience and Satisfaction

78% of customers say that their experience with a company is as important as its products or services
70% of banking customers would switch to a competitor after just one bad experience
85% of customers are willing to pay more for a better customer experience
74% of consumers are more likely to purchase again after a positive customer service experience
80% of financial services firms view customer experience as a key competitive differentiator
50% of customers abandon a brand after just one bad experience
66% of customers would switch to a competitor after a poor digital experience
42% of customers report that integrating digital and human customer service improves their loyalty
90% of customers say that a quick response from customer service influences their loyalty
55% of consumers would recommend their bank to others after a positive customer service experience
58% of customers are more loyal to brands that offer seamless service across all channels
62% of consumers delete banking apps due to poor user experience
80% of respondents in a survey said that ease of use is more important than price for their customer experience
73% of banking customers want proactive alerts about their accounts
54% of consumers reports that they would leave a bank that fails to meet their expectations for digital services
88% of customers are more likely to return to a company that offers outstanding customer service
45% of customers are willing to pay a premium for better digital banking features
67% of banking customers feel that digital services improve their overall banking experience
54% of consumers report dissatisfaction with long wait times in bank branches
69% of consumers say they are more loyal to banks that proactively communicate
82% of banking executives say improving customer experience is their top strategic priority
51% of customers say that their digital banking experience has influenced their likelihood to choose their bank again
77% of consumers feel that their banking experience could be improved with better digital communication tools
83% of customers want transparency about fees and charges
64% of consumers say that they are more likely to stay with a bank that offers easy-to-use digital platforms
78% of customers say that digital onboarding experiences influence their overall perception of their bank
49% of customers believe that frequent communication improves their experience with their bank
84% of customers feel that digital banking has made their interactions more convenient
59% of banking customers report frustration with complex online authentication processes
76% of customers would recommend their bank after a positive digital customer service experience

Customer Experience and Satisfaction Interpretation

In the high-stakes world of securities, where 78% of clients equate experience with the product itself, a seamless, transparent, and swift customer journey is not just a nicety but the very currency determining loyalty and competitiveness, with digital and human touchpoints intertwining to turn fleeting interactions into lasting trust—because in finance, a bad experience doesn't just cost a customer, it costs the entire reputation.

Customer Preferences and Expectations

65% of customers want real-time assistance when interacting with their financial service provider
81% of customers conduct online research before choosing a financial services provider
60% of customers use chatbots for banking needs, citing faster response times
72% of customers prefer self-service options for routine banking transactions
48% of banking customers expect their bank to remember their preferences for future interactions
66% of respondents say that digital self-service options reduce their need for branch visits
71% of financial service customers prefer to handle issues via digital channels rather than visiting a branch
59% of banking customers expect their bank to offer multiple digital touchpoints

Customer Preferences and Expectations Interpretation

In an era where 81% research first and 66% favor digital self-service, financial institutions must swiftly embrace real-time, personalized, and multi-channel digital experiences, lest they lose customers to the convenience of chatbots, online resources, and remote interactions.

Digital Banking Adoption and Usage

60% of banking customers use digital channels for their transactions
35% of customers prefer using mobile apps for their banking transactions
73% of consumers have used online banking, and 67% have used mobile banking
65% of customers want to access their accounts via mobile devices
57% of banking customers would utilize integrated financial apps if offered
47% of consumers would switch to a bank with better digital features, even if it means transferring their existing accounts

Digital Banking Adoption and Usage Interpretation

These statistics collectively reveal that in an era where 73% of consumers have embraced online banking and nearly half are ready to switch banks for superior digital features, the securities industry must recognize that a digital-first approach is not just a convenience but a competitive imperative—because in the digital age, your customers vote with their devices.

Personalization and Customer Loyalty

63% of consumers prefer to do business with companies that provide personalized experiences
40% of consumers expect personal recognition from their financial service provider
69% of banking customers prefer personalized offerings based on their banking history
76% of bank customers rate personalized offers as a key factor in their banking choice
69% of respondents report that personalized communication increases their trust in financial institutions
87% of customers say that personalized digital services are important to their banking experience

Personalization and Customer Loyalty Interpretation

In a world where 87% of banking customers crave personalized digital experiences and nearly two-thirds demand recognition, financial institutions that overlook personalization risk turning trust — and customers — into mere statistics.