Bank customers want more robust mobile options, survey says

Bank customers want a more personalized mobile experience, but most aren’t getting it or are unhappy with current options, according to a recent Sinch survey.

Data from the survey of 3,000 financial services consumers showed that 93% of respondents want personalized financial assessments from their bank, but fewer than 30% have received it. More than half reported frustration at not being able to reply to a mobile message, and one in three under age 40 have switched banks for a better mobile experience.

Younger customers are the main proponents for personalized banking. More than 80% of Gen Z want to solve more complex tasks via digital channels, including completing a loan application, according to the survey. Most respondents (98%) want their questions answered quickly, but only 58% reported experiencing it.

Banks that do not deliver on positive technology experiences are significantly less likely to have customers that say they trust their banks. In moments of frustration, customers still want to hear a human voice and 95% of those surveyed want to be able to switch seamlessly from automated messaging to a human conversation.