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

US Community

Community banks are clearly at a crossroads.

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Community banks have made some progress in offering digital solutions but are still painfully slow to adapt to customers changing needs for access and for services that align with their life events. Customers might not wait much longer for them to catch up.

57% of community bank customers are over the age 51.

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Community banks' customers are overwhelmingly older and far less active in their banking practices. Senior millennials and Gen Xers — the demographics that offer the most potential for growth — only account for 37% of customers. Without focused effort in improving services and investment in desired digital technologies, community banks as a category may face a dramatic shakeout.

Digital payments are a must for attracting new, younger customers.

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Growth in mobile transactions and payments year over year show that mobile adoption is accelerating, driven by young millennials, but coming from a slower start at community banks. However, millennials are more than twice as likely to use an outside app for peer-to-peer (P2P) payments rather than their primary banking providers app. Community banks are simply not competing well (or at all) in this arena.

Community banks are also losing their customers' credit card business.

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Community banks are losing their customers credit card business to competitors. Worse, half of community bank customers don't have credit cards at all. The magnitude of the problem can be seen in the fact that only 17% of community banks customers hold a credit card from their primary bank — less than half of the U.S. average of 38% for all banking providers.

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