Expectations of Banking Customers Worldwide vs. Priorities of Banking Executives Worldwide, Dec 2020 (% of respondents and percentage point difference)
Banking customers were asked, "What are your top expectations from your primary bank?" Banking executives were asked, "Select your bank's top priorities when it comes to delivering superior customer experience."
Data is from the March 2021 Capgemini report titled "World Retail Banking Report 2021" in collaboration with Efma. 8,500 banking customers from 24 countries were surveyed during October-November 2020. Additionally, 130 banking executives were surveyed across the Americas (27%), Europe (33%), and Asia-Pacific and Middle East (40%) during October-December 2020. 70% of the respondents were from banks with less than $50 billion in assets and 30% from banks with $50 billion or more in assets.