Trust remains the backbone of any banking relationship – essential in fostering loyalty, ensuring financial security, and upholding the integrity of the industry.

Amr Hamdi, Finance Analyst

Table of Contents

    • Key issues covered in this Report
  1. Executive summary

    • Consumer trends: key takeaways
    • Graph 1: top reasons for trusting financial services providers, 2023
    • Graph 2: trust in traditional banks vs tech companies and neobanks, by generation, 2023
    • Opportunities
  2. Consumer Insights

    • Consumer fast facts
    • Consumer trust across financial services providers
    • Graph 3: trust in financial services providers, 2023
    • Graph 4: trust in banks vs credit unions, by generation, 2023
    • Trust in financial brands
    • Graph 5: trust and mistrust across traditional bank brands, 2023
    • Graph 6: trust in online and mobile payments brands, by generation, 2023
    • Important factors in choice of FI
    • Graph 7: top five factors in choice of FI, 2023
    • Graph 8: most important factors in choice of FI, by generation, 2023
    • Graph 9: desire for financial support, by household income, 2023
    • Financial services concerns
    • Graph 10: consumers' top five concerns regarding financial services providers, 2023
    • Attitudes towards financial services providers
    • Graph 11: satisfaction and trust in financial providers vs industry, by age, 2023
    • Graph 12: loss of trust after bank failures, by household income, 2023
    • Graph 13: attitudes toward biometric authentication, by generation, 2023
    • Graph 14: adding accounts with new providers in the past year, by age, 2023
  3. Competitive strategies

    • Marketing and advertising
  4. The Market

    • Market context
    • Market drivers
  5. Appendix

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