Consumer banking needs have changed—in short- and long-term ways. Which banks are rising to the occasion?

We surveyed banking customers prior to and during COVID-19 to see how social distancing is impacting journeys, values, and decision making. Our new report on banking experiences reveals:

• Why Ally and other digital banks top customer rankings
• Which experiences can expand Customer Lifetime Value
• Why fixing digital failures can cut costs and boost CSAT/NPS
• How customer values determine banking decisions