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

Are credit unions sitting out the battle for the home screen?

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In today’s digital world, “top of phone” is fast becoming “top of mind” for U.S. consumers, millennials especially – but ever more so for Gen Xers and baby boomers.

Use of mobile banking continues to increase among younger consumers.

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Mobile is the primary way young millennials contact their credit unions. Older generations still prefer online banking as their primary contact channel, but the tides are shifting.

U.S.A Credit Union - Top of Phone - Chart 1

Digital payments will be essential to attracting and retaining millennials.

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

Digital payments reveal a generational divide, as younger consumers see them as much more important to their banking relationships. Currently, only 31% of credit union members are millennials (18 – 36).

Credit union members lag broader U.S. consumer in P2P usage.

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Credit union members’ older skew may be a factor in their slow acceptance and usage of person-to-person payments. Members are twice as likely to use an outside service like Venmo than their credit union’s app, however, which likely means their credit union doesn’t offer the capability.

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

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