As we embark on our third annual Consumer Banking Report, there has been one part of our evolving world that has remained constant since our inaugural report in 2020: disruption.
From a global perspective, we witnessed disruption across all facets of society. From inflation to continued supply chain issues to major geopolitical upheavals, disruption was on full display for much of the year. The financial services industry was no exception – which is why, this year, we went bigger.
In our first year, we surveyed 4,500 customers across Hong Kong, Singapore, the United Kingdom and the United States. In 2021, we expanded our base to 21,000 customers and added three additional countries: Canada, Germany and the Netherlands. This year, not only did we go wider, but we also went deeper. Not only did we add 5,000 more respondents and an additional country (Australia), but we dug into customer motivations behind their behaviors to determine the “why” behind their sentiments. What we found was surprising – and we can’t wait to share it with you.