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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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U.S. Consumer Findings:

Stop talking digital. Start talking experience.

How can banks stand out when digital is no longer a differentiator?

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U.S. SMB Findings:

The digital bridge

SMBs’ expectations are being shaped by consumer experience, and the bar keeps getting higher.

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U.K. Consumer Findings:

Connect the physical and the digital

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

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U.K. Business Findings:

Stop talking digital. Start delivering experience.

British businesses want a smooth easy experience anywhere, anytime.

Download the Findings
DE Consumer Findings +80%

increase in mobile or digital bank interactions, compared to 2018

DE Consumer Findings:

Digital has exploded

76% of bank interactions are now digital or online.

Download the Findings
IN Consumer Findings 1 in 3

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

IN Consumer Findings:

Fraud skyrockets in india

Banks need to sound the alarm.

Download the Findings
 
 
 
 
 
 
 
 
 
Scroll down and choose a country to gain insights
US
U.S. Consumer Findings:

Stop Talking Digital. Start Talking Experience.

How can banks stand out when digital is no longer a differentiator?

Download the Findings
U.S. SMB Findings:

The Digital Bridge

SMBs’ expectations are being shaped by consumer experience, and the bar keeps getting higher.

Download the Findings
Keep Scrolling for UK Findings
UK
U.K. Consumer Findings:

Connect the Physical and the Digital

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

Download the Findings
U.K. Business Findings:

Stop talking digital. Start delivering experience.

British businesses want a smooth easy experience anywhere, anytime.

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

increase in mobile or digital bank interactions, compared to 2018

DE Consumer Findings:

Digital Has Exploded

76% of bank interactions are now digital or online.

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

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

IN Consumer Findings:

Fraud Skyrockets in India

Banks need to sound the alarm.

Download the Findings
Download the Complete Findings