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

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Approximately 70% of all consumer interactions with their bank are done digitally, via online or mobile banking options. Young millennials, specifically, are far more likely to use a mobile app to initiate contact or a transaction.

U.S Consumer - Top of Phone Chart 1

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

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U.S consumer - Top of Phone Chart 2

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

Consumers are ambivalent about using their banks app to make digital payments.

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Millennials and consumers in general are indifferent as to whether they use their banks mobile app or a third-party app to make P2P payments. P2P supports mobile payment habituation, so retaining top of phone status will be critical as consumers shift more of their payments from plastic to digital.

U.S consumer - Top of Phone Chart 3

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