Two-thirds of consumers say they are “very satisfied” with the digital banking solutions they use today, but this is no time for banks and credit unions to pat themselves on the back.
Despite the myriad of digital banking solutions that financial institutions have rolled out in recent years, consumers are actually less satisfied than they were in the past.
According to a study by ath Power Consulting, high satisfaction scores with digital banking tools and services have dropped from 73% to 65%. That’s a significant decline.
What explains this phenomenon? Certainly consumers have raised the bar for digital excellence, but this only partly addresses the problem. Banks and credit unions have only scratched the surface, and are delivering the bare minimum.
Part of the reason for this decline is undoubtedly heightened expectations among digital-savvy users, notes ath Power Consulting in their analysis. But much is due to financial institutions’ inability to capitalize on the foundation they have built with their digital solutions.