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

UK banks have opportunity to improve credit card penetration.

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Overall, UK banks have achieved significant credit card penetration with their customer bases. An additional benefit to improving penetration is ushering customers into credit card loyalty programs, which appear to improve overall satisfaction.

Older customers are forgoing plastic in general.

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Nearly one half of UK customers do not currently have a credit card at all, up dramatically from prior years. Primary banking providers aren't getting as much of their older customers credit card business as they are from their younger customers, as only 15% of young millennials report not having a credit card.

UK - Retail Payments - Chart 1

The primary bank only has 37% credit card penetration with their customer base.

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UK - Retail Payments - Chart 2

UK banks have much room for improvement around credit card penetration with their current account holders. According to the 2017 PACE survey, 20% of UK customers have a credit card exclusively with their primary bank and another 17% have multiple cards, including their primary banks card.

Credit card loyalty programs may improve customer satisfaction.

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Not being recognised and rewarded for their business is a common complaint among UK customers. However, digging into the PACE data, it's clear that customers who use their primary banks credit card exclusively have less negative views around Recognition — with a 7-point swing for this KPI.

UK - Retail Payments - Chart 3

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