Over half (52%)
said their digital experience
from financial institutions
was ‘good’ or ‘outstanding’.
Financial services lead the way when it comes to digital experience.
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.
Key topics – 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
Consumers are generally positive about the digital services they receive from financial institutions but tolerance of poor digital service remains low.