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Market Research Report

2018 U.S. Consumer Survey: Self-Service Digital Banking Trends, Drivers, and Satisfaction Levels

Published by IDC Product code 646703
Published Content info 27 Pages
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2018 U.S. Consumer Survey: Self-Service Digital Banking Trends, Drivers, and Satisfaction Levels
Published: Content info: 27 Pages

This publication has been discontinued on January 21, 2019.

Description
This IDC Perspective discusses the 2018 U.S. Consumer Banking Channel Preference Survey conducted among 2,501 U.S. residents who are 18+ and have an active checking account. This document specifically looks at the responses as it relates to the digital banking channels, specifically self-service offerings such as mobile, online, and now conversational banking. Since we have been doing this for many years, we are able to see trends and identify places ripe for investment.According to Marc DeCastro, research director at IDC Financial Insights, "The options and technology around self-service digital channels continue to adapt to the changes offered in innovation accelerators like cognitive and artificial intelligence. However, it appears that the industry continues to miss on providing customers with a truly omni-experience. Instead, we have developed siloed multichannel experiences, which often leaves the customer wanting more. When investments are at the highest levels, one needs to think about developing a truly omni- and open banking experience that leverages investments already made in online and mobile and even at the branch while taking advantage of today's newer technologies. Fortunately, many customers are unaware of how these advancements can help them in their financial lives; however, other industries are showing them the benefits of a truly omni- and open experience, and they will begin to demand that from their banks and credit unions."
Table of Contents
Product Code: US43052518

Executive Snapshot

Situation Overview

  • Demographic and Survey Methodology
  • Overview
  • Digital Banking Usage: Online, Mobile, and Conversational Banking
  • Digital Banking Usage: Online, Mobile, and Conversational Banking by Institution Type
  • Digital Banking Usage: Online, Mobile, and Conversational Banking by Age
  • Digital Banking Usage: Online, Mobile, and Conversational Banking by Household Income

Advice for the Technology Buyer

  • Digital Banking Satisfaction: Online, Mobile, and Conversational Banking
  • Account Opening and Onboarding
  • Account Opening and Onboarding Channel Preferences

Learn More

  • Related Research
  • Synopsis
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