Banking Consumer Study 2025 Insights

This report presents findings from the Banking Consumer Study 2025, which surveyed 49,300 banking customers across 39 countries. The study aims to identify key drivers of customer advocacy in the banking sector. It highlights that banks must go beyond merely providing efficient transactions to foster customer loyalty and advocacy. The research indicates that personal relationships and emotional connections are crucial for banks to stand out in a competitive market. The report outlines four areas where banks can improve: reassurance through trust and transparency, personalization of services, delightful customer interactions, and meaningful rewards for loyalty. The findings suggest that banks with high advocacy scores experience significantly faster revenue growth compared to those with lower scores. The study emphasizes the importance of cultivating advocates who actively recommend their banks, thereby contributing to sustainable growth and profitability. Overall, the report underscores the need for banks to reconnect with customers on a personal level to drive advocacy and organic growth.