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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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.


Top of Phone

Community banks need to battle for position on the home screen.

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In today's digital world, top of phone is fast becoming top of mind for U.S. customers, especially millennials but even for Gen Xers and baby boomers. This can be seen in shifting customer viewpoints around the importance of having digital payment options.

Use of mobile banking continues to increase among younger customers.

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Though still lagging behind online banking overall in usage, mobile is fast becoming the primary way millennials contact a community bank. Its usage is also increasing among Generation X and baby boomers, though not as quickly.

U.S.A Community Customer - Top of Phone - Chart 1

Digital payments increased in importance for all customers but especially for young millennials.

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U.S.A Community Customer - Top of Phone - Chart 2

Digital payments continue to rise in importance, especially with younger customers, a segment community banks are struggling to win over. Currently, 57% of community bank customers are over the age of 51.

Community bank customers are less likely to make mobile transactions.

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When looking at usage rates of the primary banks mobile app for transactions and payments, community banks customers are less likely to make mobile transactions or payments.

U.S.A Community Customer - Top of Phone - Chart 3

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