The news: Fifty-two percent of Canadian banking customers say they’d leave their banks because of poor customer experience, per FICO’s Canadian 2024 Bank Customer Experience Survey.

What constitutes a good experience? This finding underscores the importance of understanding what banking customers are looking for. According to FICO’s survey, user-friendly mobile apps and websites are what customers want most, followed by empathetic customer support, personalized content and services, seamless transitions between channels, and relevant and timely offers.

What they want in mobile apps: Our “Canadian Mobile Banking Benchmark 2025” sheds some light on the features Canadian consumers want from their mobile banking apps.