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

Top of Phone

Mobile payment options are essential to attracting and retaining millennials.

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In today's digital world, top of phone is fast replacing top of wallet for UK customers, especially millennials but also for Gen Xers and baby boomers. This can be seen in the increasing importance of digital payments.

The importance of providing digital payment options has risen year over year in all age segments.

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Providing digital payments options – including mobile wallets, P2P payments and contactless transactions – may not yet be table stakes beyond millennials, but, with expectations rising among Gen Xers and even Baby Boomers, not offering them will soon not be an option.

UK - Top of Phone - Chart 1

Millennials are early adopters of digital payments.

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UK - Top of Phone - Chart 2

Unsurprisingly, millennials – especially young millennials – are the drivers of digital payment adoption in the UK. They most often use digital payments to pay their utilities and other bills but are also using digital payment options to pay other people directly.

UK banks need to solidify their position as the first choice for P2P payments.

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Currently, UK customers are more likely to use their financial institutions mobile app for P2P payments, which is different from what's seen in the U.S. and other countries. P2P supports mobile payment habituation, so retaining top of phone status will be critical for UK banks as customers shift more of their payments from plastic to digital.

UK - Top of Phone - Chart 3

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