PwC Australia’s Customer Banking Survey 2021

Customer behaviour and expectations continue to evolve.

PwC Australia’s Customer Banking Survey 2021 looks at what customers value most, how behaviour has changed over a 12-month period and the degree of trust and openness customers have towards banking with technology companies. We also explore what banks must do to deliver greater value to customers at the point where human meets digital.

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Today’s banking customers want easier, more intuitive digital banking experiences, backed up with personal assistance when things get complicated.

Banks have known for some time that they must rethink how they deliver their services or risk seeing their markets eroded by digital-first businesses and big technology companies.

We see an opportunity for banks to leverage the strengthening loyalty most customers feel towards their primary banks to fend off these newcomers – if they act now to exceed increasing customer expectations with enabling technology and seamless customer experience.

72%

of Australians agree they will always want to interact with a real person for at least some of their banking needs

69%

of Australians say that when it comes to choosing a bank for a financial product or service that ‘having the most up-to-date technology is important’

42%

of millennials aged 25-42 are likely to explore new products and services in the next 12 months

Contact us

Barry Trubridge

Financial Services Leader, PwC Australia

Tel: +61 409 564 548

Nick Spooner

Partner, PwC Australia

Tel: +61 2 8266 0440

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