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
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  • Canada
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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 customers connect with their banks.

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Globally, as many as 7 out of 10 customers reported contacting their banking via mobile phone in the past 30 days. Generally, this was for routine tasks like checking an account balance, but 59% reported paying at least one bill via this channel.

Global -Digital Payments - Chart 1

Millennials are clearly driving digital payments.

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Global -Digital Payments - Chart 2

Mobile payments have gained the most traction among young millennials, with senior millennial rates catching up. Online shopping and paying utility bills are the most common uses globally. Online contacts with banks will continue to shift to mobile as anywhere, anytime access gains importance.

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

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Globally, digital payments are becoming much more ubiquitous, with the majority of millennials using a mobile app to pay someone. However, it should be noted that customers are not tied to their primary banks mobile app and report using outside P2P apps at a similar frequency.

Global -Digital Payments - Chart 3

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