TECH SUPPLIER Feb 2020 - IDC Survey - Doc # US45821720

IDC Survey: Digital Banking Drives Overall Customer Experiences and Satisfaction

By: Marc DeCastroResearch Director, Consumer Banking

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Abstract

This IDC Survey presents key findings focused on the digital self-service channels, primarily online and mobile banking from IDC Financial Insights' 2019 U.S. Consumer Channel Preference Survey.

This survey has been conducted annually by the IDC Financial Insights team over the past decade and provides customer sentiment and usage across the entire omni-channel experience, including branch, ATM, online banking, mobile banking, payment and money movement, conversational banking and account opening, and onboarding experiences. While the results of this document focus on the U.S. market, the survey was conducted in both the United States and across five of the major countries in Europe.

"Because of the investment in online and mobile banking offerings, customers have responded to a digital-first mindset when it comes to their banking needs," stated Marc DeCastro, research director, IDC Financial Insights. "While progress has been made, customers are still looking for solutions that can reduce the friction in place around new account opening and onboarding processes and are also looking for actionable advice from their financial service firms."


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