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:


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.


Digital Is Not Optional

Banks everywhere must acknowledge and participate in the global digital revolution.

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Today’s bank customers expect to be able to access their accounts any time, from anywhere, and send and receive money with a few clicks or taps. These are no longer nice-to-have features.

Digital is already the primary way consumers connect with their banks.

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In Australia, nearly 75% of customer interactions with their bank are done via mobile or online channels. Senior millennials make the most contact with their bank, primarily via mobile device.

Australia - Digital Payments - Chart 1

Digital payment options have become more important for all age segments.

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Australia - Digital Payments - Chart 2

The importance of digital payment options has risen year over year for all Australian age segments – most dramatically for young millennials and, interestingly, baby boomers. This is a trend that is distinct to the Australian market.

P2P apps are becoming commonplace and are used in tandem with banks’ apps.

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In Australia, digital payments are becoming much more common, especially among millennials. However, it should be noted that consumers are not tied to their primary bank’s mobile app and report using outside P2P apps regularly, though not as frequently.

Australia - Digital Payments - Chart 3

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