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2019 PACE Findings

Since 2015, the FISTM Performance Against Customer Expectations (PACE) findings have provided a clear snapshot of how customer expectations of banking providers are evolving and how emerging technologies are driving these changes.

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US Consumer Findings +7%

Online-only Banks Jump in Satisfaction

Stop Talking Digital. Start Talking Experience.

It’s time to acknowledge new realities in U.S. consumer banking.

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UK Consumer Findings 18-37 years old

The biggest users of mobile and the most likely to use traditional channels.

Connect the Physical and the Digital

Mobile banking is key to driving customer engagement.

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DE Consumer Findings +80%

increase in mobile or digital bank interactions, compared to 2018

Digital Has Exploded

76% of bank interactions are now digital or online.

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IN Consumer Findings 1 in 3

banked consumers who were victims of fraud in prior 12 months.

Fraud Skyrockets in India

Banks need to sound the alarm.

Download Findings
 
 
 
 
 
 
 
 
 
Scroll down and choose a country to gain insights
US
US Consumer Findings +7%

Online-only Banks Jump in Satisfaction

Stop Talking Digital. Start Talking Experience.

It’s time to acknowledge new realities in U.S. consumer banking.

Download Findings
Keep Scrolling for UK Findings
UK
UK Consumer Findings 18-37 years old

The biggest users of mobile and the most likely to use traditional channels.

Connect the Physical and the Digital

Mobile banking is key to driving customer engagement.

Download Findings
Keep Scrolling for DE Findings
DE
DE Consumer Findings +80%

increase in mobile or digital bank interactions, compared to 2018

Digital Has Exploded

76% of bank interactions are now digital or online.

Download Findings
Keep Scrolling for IN Findings
IN
IN Consumer Findings 1 in 3

banked consumers who were victims of fraud in prior 12 months.

Fraud Skyrockets in India

Banks need to sound the alarm.

Download Findings
Download the Complete Findings