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2019 UK banking
customer survey

UK banking preferences: traditional or challenger?
UK Banking survey 2019
5 min
7 pages

The rise of the instant bank

Banks need to keep up with fast-changing customer demands to provide a seamless customer-experience. But what do customers really demand from their banks? And how can banks meet those demands? 

We asked more than 2000 UK banking customers consumers what they think about their banks, what their favourite access channels are (for example, online, in-branch, telephone or mobile), and which services they use most frequently.

Banking expectations: how can banks retain customers?

In this research, we show how Brits feel about banking security in light of new cyber threats, the shift to online and mobile banking, and the banking crisis over a decade ago. We examine customer expectations around setting up a bank versus the reality, and current levels of satisfaction.

Download the survey to get to know the keys to winning new customers.

  • What motivates UK customers to switch bank accounts.
  • Which segments of UK consumers are the most likely to switch.