Germans' preference for cash over cards and mobile payments is well documented. But this may be changing as younger consumers slowly embrace digital banking.
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Germany remains a cash-driven banking system, with just 59 percent of bank interactions done digitally (online or mobile). Interestingly, older consumers use digital banking more than millennials.Go beyond the summary and access the full report >
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When consumers' special needs are not satisfied by their banks, they seek help elsewhere. In fact, 63 percent of banked consumers in Germany have used alternative financial services with nonbank person-to-person (P2P) payments the most commonly used, at 52 percent.
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German consumers are generally happy with their banks' security and privacy protocols, but a mistake can be costly. That's because victims of fraud are much more likely to switch banks in the future.
Now in its fourth year, the annual FIS'" Performance Against Customer Expectations (PACE) findings offer a clear view into how well banking providers are meeting the needs of their customers. For 2018, FIS surveyed German consumers and asked them to rank the importance of nine key attributes - simplified from the 18 attributes of previous years - and then score their primary banking provider's performance in those areas.
These nine key attributes are built into FIS' RUN CONNECT GROW model, which represents a bank's levels of service and the steps to achieve success.