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

Loyalty is a currency.

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Community banks have many challenges and opportunities in terms of their credit card programs, including the ability to win over more customers and use their loyalty programs to improve overall satisfaction.

Credit cards are still the preferred way to pay for common purchases.

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It's critical for community banks' credit cards to remain top of wallet, especially with younger millennials. More than 40% of customers would use their credit card to cover a large irregular expense.

U.S.A Community Customer - Retail Payments- Chart 1

However, community banks lag badly behind in credit card penetration of their customer bases.

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U.S.A Community Customer - Retail Payments- Chart 2

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 that only 17% of community banks customers hold a credit card from the primary bank — less than half of the U.S. average of 38% for all banking providers.

Ushering customers in credit card loyalty programs may improve satisfaction.

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Credit cards also represent a vehicle for helping customers achieve their financial goals. Community banks still fall short of customers expectations, but customers who only use their primary banking providers credit card are more likely to rate their community bank favorably in helping them achieve their aspirations and gain control over their finances.

U.S.A Community Customer - Retail Payments- Chart 3

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