How composable banking can enable digital services, like instant payments

How data can lead to more personalized experiences

How customers feel about AI in their finances

The changing role of the banker in branch

83% of respondents are happy with their bank. This is compared to 4% who say they are not satisfied. This begs the question, "What's the appetite for switching?"

Branches play an important role. Globally, 86% of respondents have used a physical branch in the last year, and 45% report doing so at least monthly.

Three in 10 respondents reported they are considering switching banks in the next 12 months.

Looking ahead to the next three years, the features or services deemed most important from their banks are instant payments (78%) and digital access to a banker or concierge (64%).

Over two thirds (68%) say they would like their bank to provide better financial education, with a similar proportion (66%) wanting their bank to give them advice on how to manage their money better.

Just over a fifth (21%) say they have used an Al-enabled tool to help them manage their money, make financial decisions or provide them with financial advice in the last 12 months. Of those, 96% were satisfied with the decision it provided.