Consumer
Banking
Report 2021
Last year, in our first Consumer Banking Report, we surveyed 4,500 people across four countries, asking them about their financial needs, opinions and behaviors amidst the first few months of the COVID-19 pandemic. Just 12 months later, and the world feels like a much more complicated and less predictable place.
In our second year, we dug deeper. In our 2021 report, we set out to discover the emerging trends, attitudes and behaviors influencing the banking landscape over a year into the pandemic.
Consumer Banking
Report 2021
21,000
Banking customers
 CA |
 DE |
 HK |
 NL |
 SG |
 UK |
 USA |
This year's report:
maps the increasingly diversified and fragmented banking landscape from the customer’s point of view.
takes an in-depth look at how younger consumers are navigating their finances and what that might mean for the future of banking.
explores the increasingly complex relationship between digital banking ecosystems and “real-world” environments.
cuts through the hype and headlines surrounding cryptocurrency and alternative investment to understand consumers’ fears and hopes.
KEY STATISTICS
77% 
77% are happy with their current banks.
1/3 
1 in 3 would rather use different financial companies for different needs.
Over half 
Over half of 18-44-year-olds want better financial education from their banks.
Over 1/3 
Over one third are looking for a more personalized experience with their finances.
57% 
57% of 18–44-year-olds used voice technology for their banking in the past year.
40% 
40% of 18–24-year-olds used their physical branch at least monthly in the past year.
Read the full report to learn how customers expectations are evolving.