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Consumer Banking Report 2022


banking report infographic


Consumer Banking Report 2022


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.


Consumer Banking

Banking Customers


This year's report:

Sets out to determine if consumers are still as satisfied with their banks as they have been in previous years. 

Explores whether consumers are still using their local branch and how banks can evolve that experience.

Looks at the adoption of embedded finance products and services to discover what opportunities might exist for banks to build a competitive advantage.

Delves into the ongoing trend of “unbundling” to understand the challenges and opportunities facing retail banks.

Provides insight into consumer sentiments surrounding crypto currencies and NFTs.

Looks at how banks can tap into the ever-expanding segment of business banking customers.

are satisfied with their banks.

trust their banks to manage their financial data.

reported using a physical branch in the last year.

Three quarters
77% use or hold, on average, an additional 2.2 financial products, services or accounts from providers different than their primary banking account.

Over half 
51% of consumers across the globe report having used an embedded finance product.

over two fifths of those who are business owners, self-employed or part of the gig economy say they use their personal bank account to manage their small business.

just over a quarter of those surveyed reported having purchased either shares in a crypto currency or NFTs.


Read the full 2022 Consumer Banking Report at


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