Customer Experience In The Securities Industry Statistics 2026

Data fragmentation blocks consistent customer experiences for 38% of financial services respondents, leaving service teams to work from incomplete or mismatched records. Poor personalization drives a 1.6 times higher cost to resolve customer issues, which compounds CX friction in every support channel. Digital service carries the highest impact on overall satisfaction, while complaint and fraud volumes show how quickly trust shifts when service, security, and communications break alignment.

Key Takeaways

38% of financial services respondents said they struggle with 'data fragmentation' that prevents consistent customer experiences, a key CX barrier
J.D. Power’s 2023 U.S. Financial Product Satisfaction Index showed that 'digital service' had the highest impact on overall satisfaction among tested factors, tying digital CX to experience outcomes
In 2023, the U.S. CFPB received 24,978 complaints related to credit card servicing and 12,224 related to prepaid cards; financial service complaints volume underscores operational CX load (sector benchmark)
1.6 times higher cost occurs when resolving customer issues due to lack of personalization (CX cost of poor experience; benchmark metric)
In the 2024 IBM Cost of a Data Breach report, organizations experienced an average total cost of $4.88 million for breaches in 2024 (CX trust and service disruption impact)
For financial services, fraud losses averaged $348 billion globally in 2023 (fraud-related CX and recovery cost burden benchmark)
72% of enterprises in financial services were using cloud-based CRM platforms by 2023 (cloud CRM adoption metric)
62% of customers expect omnichannel support (continuing conversations across phone, chat, email, and web) in 2024, showing adoption expectations that drive firms’ CX investments
48% of consumers say they have stopped doing business with a company after experiencing poor customer service, per 2023 CX research
76% of consumers say it is important for customer service agents to understand their needs (agent context expectation), per 2024 CX research
57% of consumers say they will become repeat customers after a positive experience, per 2023 customer experience research
53% of financial services respondents reported using cloud-based contact center solutions in 2023 (cloud contact center adoption)
77% of organizations use CRM systems to manage customer interactions (CRM usage penetration benchmark)
In 2023, the Federal Trade Commission (FTC) recorded 2,915,481 fraud reports by consumers, totaling $14.2 billion in reported losses (consumer-level fraud impacts on perceived trust)
In 2023, the IC3 received 880,418 total complaints, reflecting ongoing cyber threat pressure on customer trust and communications

Financial services must unify data and digital service to improve satisfaction, reduce costly complaints, and protect trust.

01 · Category

Industry Trends1 stats

38% of financial services respondents said they struggle with 'data fragmentation' that prevents consistent customer experiences, a key CX barrier

Interpretation

Industry Trends Interpretation

Industry trends show that 38% of financial services respondents struggle with data fragmentation, and this is undermining consistent customer experiences across the securities industry.

02 · Category

Performance Metrics2 stats

J.D. Power’s 2023 U.S. Financial Product Satisfaction Index showed that 'digital service' had the highest impact on overall satisfaction among tested factors, tying digital CX to experience outcomes

In 2023, the U.S. CFPB received 24,978 complaints related to credit card servicing and 12,224 related to prepaid cards; financial service complaints volume underscores operational CX load (sector benchmark)

Interpretation

Performance Metrics Interpretation

Performance metrics point to a clear CX priority shift as digital service drives the highest overall satisfaction impact in J.D. Power’s 2023 index while the CFPB recorded 24,978 credit card servicing complaints and 12,224 prepaid card complaints in 2023, underscoring the need to improve digital and service performance where customers most often report issues.

03 · Category

Cost Analysis4 stats

1.6 times higher cost occurs when resolving customer issues due to lack of personalization (CX cost of poor experience; benchmark metric)

In the 2024 IBM Cost of a Data Breach report, organizations experienced an average total cost of $4.88 million for breaches in 2024 (CX trust and service disruption impact)

For financial services, fraud losses averaged $348 billion globally in 2023 (fraud-related CX and recovery cost burden benchmark)

In financial services, chatbots deflected 26% of customer contacts in 2023 (cost reduction metric for digital CX)

Interpretation

Cost Analysis Interpretation

From a cost analysis standpoint, financial services are seeing strong savings opportunities and rising expense pressures at the same time, with chatbot deflection cutting 26% of contacts in 2023 while poor personalization can make issue resolution cost 1.6 times higher and fraud losses reaching $348 billion globally in 2023.

04 · Category

User Adoption2 stats

72% of enterprises in financial services were using cloud-based CRM platforms by 2023 (cloud CRM adoption metric)

62% of customers expect omnichannel support (continuing conversations across phone, chat, email, and web) in 2024, showing adoption expectations that drive firms’ CX investments

Interpretation

User Adoption Interpretation

In the securities industry’s user adoption story, 72% of financial services enterprises were already using cloud-based CRM by 2023, and with 62% of customers expecting omnichannel support in 2024, adoption momentum is clearly being driven by the move toward integrated, always-on experiences.

Marketing AdvertisingDigital Customer Experience Statistics

05 · Category

Customer Sentiment3 stats

48% of consumers say they have stopped doing business with a company after experiencing poor customer service, per 2023 CX research

76% of consumers say it is important for customer service agents to understand their needs (agent context expectation), per 2024 CX research

57% of consumers say they will become repeat customers after a positive experience, per 2023 customer experience research

Interpretation

Customer Sentiment Interpretation

Customer sentiment in the securities industry makes the stakes clear, with 48% of consumers stopping business after poor service while 57% become repeat customers after a positive experience, showing that how supported customers feel directly drives loyalty and churn.

06 · Category

Technology Adoption2 stats

53% of financial services respondents reported using cloud-based contact center solutions in 2023 (cloud contact center adoption)

77% of organizations use CRM systems to manage customer interactions (CRM usage penetration benchmark)

Interpretation

Technology Adoption Interpretation

In the technology adoption push within securities customer experience, cloud contact center solutions are already used by 53% of financial services respondents and 77% of organizations rely on CRM systems to manage customer interactions, showing strong and broad uptake of core customer-facing platforms.

07 · Category

Risk & Compliance3 stats

In 2023, the Federal Trade Commission (FTC) recorded 2,915,481 fraud reports by consumers, totaling $14.2 billion in reported losses (consumer-level fraud impacts on perceived trust)

In 2023, the IC3 received 880,418 total complaints, reflecting ongoing cyber threat pressure on customer trust and communications

In 2023, the OCC took 76 enforcement actions (including supervisory and consumer compliance actions) relevant to customer protection outcomes

Interpretation

Risk & Compliance Interpretation

In the Risk and Compliance context, 2023 saw overwhelming consumer exposure and enforcement pressure, with the FTC logging 2,915,481 fraud reports totaling $14.2 billion in losses and the IC3 receiving 880,418 complaints alongside 76 OCC enforcement actions focused on customer protection outcomes.

08 · Category

Market & Spend7 stats

The global customer experience management (CXM) software market is projected to reach $7.5 billion in 2024 (market spend signal for securities CX tooling)

The U.S. digital customer experience software market is forecast to grow at a CAGR of 14.2% from 2024 to 2029 (service-channel investment trend)

The global chatbot market is expected to reach $6.1 billion by 2025 (self-service CX tooling adoption economics)

The global fraud detection and prevention market is projected to reach $38.2 billion by 2028 (risk-and-trust CX tooling spend)

The global robotic process automation (RPA) market size is projected to be $3.6 billion by 2024 (automation spend for service operations)

2024: U.S. spending on CRM software is forecast to reach $7.9 billion (customer-interaction systems budget)

The global public cloud services market is expected to reach $679.6 billion in 2024 (cloud enables CX platforms)

Interpretation

Market & Spend Interpretation

Spending on customer experience capabilities in securities is clearly accelerating, with the CXM software market projected to hit $7.5 billion in 2024 and U.S. CRM software forecast at $7.9 billion in 2024, alongside strong growth in digital CX software at a 14.2% CAGR from 2024 to 2029.

report visual · Breakdown

Customer Experience Signals in Securities/Financial Services

Key CX friction and digital expectations are visible across data-fragmentation barriers and omnichannel/agent context requirements.

38%

38% of financial services respondents said they struggle with 'data fragmentation' that prevents consistent customer exp

62%

62% of customers expect omnichannel support (continuing conversations across phone, chat, email, and web) in 2024, showi

source-verifiedgartner.com2024

Reference

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APA

Marie Larsen. (2026, February 13). Customer Experience In The Securities Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-securities-industry-statistics

MLA

Marie Larsen. "Customer Experience In The Securities Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-securities-industry-statistics.

Chicago

Marie Larsen. 2026. "Customer Experience In The Securities Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-securities-industry-statistics.