From demanding to discerning: Technology and the new banking customer

Fujitsu’s most recent research into the Financial Service and Insurance sector has uncovered what is really important to consumers when it comes to digital services. And some of the results are quite surprising.

Consumers are quite comfortable with some digital services, but are very sceptical about others.

What is apparent for Financial Services institutions is continually evolving digital services will be critical to retaining customers, whether you are a traditional bank or a challenger bank, a large insurer or a new market entrant.

Download the report and uncover how consumers really feel about the seismic shifts taking place in financial services, and where the sector is heading next.

The report, featuring the views of over 8,500 European consumers, paints a picture of a consumer that’s more demanding, but also more discerning, when it comes to how technology is used in their banking and insurance experience.

We surveyed over 2,500 British and Irish banking customers, as part of a wider European survey, to explore what consumers really want from their financial services providers.

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58% of consumers agree that their banking experience today is better than it was five years ago

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A third of consumers say that they trust their bank more than they did five years ago (35%)

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56% of consumers are worried that the use of new technology will put their data at risk

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A third of consumers say they trust traditional banks entirely (36%), whilst only 15% trust challenger banks entirely

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58% of consumers still prefer to deal with a human, not technology, when they’re resolving an issue with their bank

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Almost a third (29%) of consumers think their bank lacks the technology and innovation to give them the services they want

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In five years, 35% of consumers will bank with a combination of challenger and traditional banks

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59% of consumers are more likely to do business with a bank if it has a high street branch

Meet our Financial Services Experts

Pascal Huijbers

CTO for Financial Services, North West Europe (NWE)

Pascal Huijbers
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Ian Bradbury

Chief Technology Officer for Banking, EMEIA

Ian Bradbury
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Ketan Parekh

Managing Director, Financial Services, UK & Ireland

Ketan Parekh
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