Surprising stats about the banking customer experience
Accenture reports that about 60% of customers report use online banking at least once a week while only 35% of consumers still do not use their mobile phone for banking. Customers expect online and mobile features to be cohesive with the rest of their customer experience. Customer disappointment stems from the lack of integrated, cohesive end-to-end banking customer experiences. Only 27% of consumers say the experience they receive from their bank’s branch, online and mobile channels is completely seamless—down 7 percentage points in just one year.