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

Global Report

Shifting demographics and Fintech disruption are creating demand for a new level of service.

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While global bank scores are generally improving against expectations, customers across all generations want to connect with their banks at their convenience, at any time and from anywhere. Millennials are leading the way, with Gen X and baby boomers fast followers.

Digital banking continues to increase in importance globally.

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Global customers across all generations want to connect with their banks at any time, from anywhere. DIGITAL PAYMENTS (provides me with digital payment options for my financial transactions) gained eight points in importance while CONNECTED (enables anywhere, anytime access to my accounts through online and mobile banking) and IMMEDIATE (responds fast enough to keep up with me) both gained three points in importance.

Young millennials lead the way for digital payments.

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Globally, 13% to 23% of common payments are done with mobile apps (versus cash, check or credit/debit cards). Mobile payments have gained the most traction among young millennials (18-25). Online shopping and paying bills are the most common uses. Online contacts with banks will continue to shift to mobile as anywhere, anytime access gains importance.

Personal financial management (PFM) apps provide the greatest opportunity to win over young customers

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Many customers, especially millennials and Gen Xers, desire a more advisory relationship with their banks. Yet less than one-third of customers have financial advisors, due to affordability or the perception of having to few assets to warrant an advisor. These drawbacks could be mitigated with personal financial management apps, which can offer online chat, educational forums, interactive tools and easy-to-find information.

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