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

Digital Is Not Optional

Credit unions can no longer ignore or delay the digital revolution.

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Credit union members are generally older but they still increasingly expect to access banking services at any time, from anywhere. Not fully recognizing the importance of digital (especially mobile) in attracting new, younger customers may hurt credit unions going forward.

Most consumer interactions with credit unions are now done digitally.

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Right now, about 79% of all member interactions with their credit union are done digitally, via online or mobile banking channels. This cuts across all consumer segments, from millennials to baby boomers, and makes it clear that digital banking is the foundation of the modern customer relationship.

U.S.A Credit Union - Digtial Payments - Chart 1

Mobile adoption is accelerating, but coming from a slower start at credit unions.

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U.S.A Credit Union - Digtial Payments - Chart 2

Growth in mobile transactions and payments year over year shows mobile adoption is growing but growing much more slowly for credit unions. Like the broader U.S. consumer base, credit union members use their phones most often to check balances and transactions, transfer funds between accounts and pay bills.

But millennials are the smallest group of credit union members.

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While millennials may be the biggest driver of digital banking, they’re a very small segment of credit union members. This speaks to the overall problem that credit unions can no longer ignore or delay the digital revolution.

U.S.A Credit Union - Digtial Payments - Chart 3

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