Financial Services & the Digitally Discerning Consumer

Financial services lead the way when it comes to digital experience.


   
Over half (52%)
   
said their digital experience
from financial institutions
was ‘good’ or ‘outstanding’.
   

Atos commissioned independent research to understand how consumers feel about the digital services offered to them currently and what they would like to see from them in the future.

 

Respondents were generally positive about the digital service they received from financial institutions. Over half (52.3%) said their digital experience was ‘good’ or ‘outstanding’. This is significantly higher than the other nine sectors we asked about, with the average across all at 37.5%. 

 

However, financial institutions cannot rest on their laurels: 38% of respondents said they would be reluctant to try a digital service again if it failed while they were using it.

Demanding Digital in Financial Services

Consumer trust in digital services is high

65% of respondents said they would choose to place their bank in charge of their entire digital life*

Tolerance of failure is low

38% of financial institution customers said they would be reluctant to try a digital service again if it failed while they were using it

Room for improvement

52% of consumers said they had to abandon a digital service half way through without completing what they needed to do

Financial Services Related Resources


View our Opinion Paper

Demanding Digital - The Rise of the Digitally Discerning Consumer - Report

Demanding Digital in the Financial Services Sector: Opinion Paper >>

Financial services consumers are becoming more demanding when it comes to digital services.

View our Infographic

Demanding Digital - The Rise of the Digitally Discerning Consumer - Report

Demanding Digital in the Financial Services Sector: Key Facts Infographic >>

Consumers are generally positive about the digital services they receive from financial institutions but tolerance of poor digital service remains low.

 

View more about our Demanding Digital Report

Contact us

Michael Davison
Industry Principal, Financial Services
trans-1-px
Our website uses cookies. By continuing to surf this website, you consent that we will continue using cookies to measure and understand how our web pages
are viewed and to improve the way our website works. If you do not agree, you can decide to disable cookies in your web browser as explained in our Privacy Policy
Accept cookies More Information