2017 PACE REPORT

The 2017 PACE Report provides meaningful, actionable insights for becoming and remaining your customers' first choice in financial institutions.

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  • U.S. Small-Midsize Business
  • U.S. Consumer
  • U.S. Community Consumer
  • U.S. Credit Union
  • United Kingdom
  • Germany
  • India
  • Australia
  • Brazil
  • Thailand
  • Canada
  • Global
Country Reports

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Each report reflects country-specific research to provide better insight into what local consumers want. Choose your country of interest:
Global

USA

For the US market, we have created three meaningful, actionable reports for becoming and remaining the first choice for your customers' financial services. Please select the relevant report below.

  • USA-CONSUMER
  • UNITED KINGDOM
  • AUSTRALIA
  • GERMANY
  • INDIA
  • BRAZIL
  • THAILAND
  • CANADA
  • GLOBAL

US Credit Union

Credit unions are clearly at a crossroads.

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Credit unions enjoy a positive reputation compared to big banks, but they’ve been slow to adapt to broader consumer banking trends. To survive and grow, they must evolve to be more than just where members hold a checking or savings account.

46% of community bank customers are over age 52.

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Credit union members are older and far less active in their banking practices. Millennials — the next generation of banking customers —account for 31% of their member base. Compare that to the top 50 global banks, where 42% of customers are millennials.

US SMB Chart 1

Digital payments are central to attracting new, younger members.

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U.S SMB Chart2

The explosive growth in mobile transactions and payments in the broader banking industry reveals a pain point for credit unions. Among their members, millennials view having digital payments as much more important. Without these features, credit unions may see potential customers opt to use one of the big banks instead.

Credit unions are also losing their members’ credit card business.

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Amazingly, 36% of members don’t have credit cards at all. The magnitude of the problem can be seen in the fact that only 20% of credit union members hold a credit card from their primary bank – compared to U.S. average of 38% for all banking providers.

U.S SMB chart 3

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