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
  • 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

Retail Payments

Loyalty as a currency.

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Not being recognized and rewarded for their business is a common complaint among Australian consumers. However, banks may have an opportunity to improve in this area through strategic use of credit card rewards programs.

Credit cards are still the preferred way to pay for common purchases.

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It’s critical for banking providers’ credit cards to remain top-of-wallet and not only because of the revenue they provide. They dominate common types of payments, and 35% of Australian consumers would use their credit card to cover a large irregular expense.

Australia - Retail Payments - Chart 1

Having multiple credit cards in Australia is uncommon.

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Australia - Retail Payments - Chart 2

Australia is unique in that the primary bank has 51% credit card penetration with its customer base, far outperforming other countries. In fact, 38% of consumers exclusively use their primary bank’s card. However, there is still much opportunity for banks to pursue the 40% of consumers who don’t have a credit card at all.

Credit card loyalty programs add value to the banking relationship.

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According to PACE data, gaps for Rewards decline slightly among the credit card holders who have a card with their primary financial institution. Banks may be able to improve perceptions among their customers by expanding their rewards and loyalty programs.

Australia - Retail Payments - Chart 3

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