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
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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 can no longer ignore or delay the digital revolution.

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Driven by shifts in social demographics, coupled with the rise of Fintech and challenger banks, UK customers expect to access banking services any time, from anywhere.

Digital is already the primary way customers connect with their bank.

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About 75% of contacts that UK customers have with their banking providers are digital. Mobile has surpassed online contact among young and senior millennials and is gaining traction with older generations. Because mobile is a key contact method for millennials, UK banks should seek to create relevant mobile messaging strategies to truly connect with this coveted customer segment.

UK - Digital Payments - Chart 1

Millennials, especially young millennials, are driving mobile adoption.

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UK - Digital Payments - Chart 2

Mobile progression is clear among the younger generations, especially young millennials, who are the most frequent users of digital payments and other mobile banking options. A user-friendly, multi-featured mobile banking app has become table stakes for attracting and retaining these key customer demographic.

High Street banks are currently winning the battle for the digital natives.

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The major banks have been first to market with new digital banking solutions and products. For that, they're winning over more of the coveted millennial segments, but there are signs of attrition as customers age. Challenger banks, while not gaining serious traction yet, are also a key driver of digital banking in the UK.

UK - Digital Payments - Chart 3

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