Digital Marketing Researches & Reports

2016 North America Consumer Digital Banking Survey | Accenture Consulting

Digital Payments | North America

Combining the latest in digital banking with human interactions via over than 4,000 consumers surveyed in the United States & Canada as a represented sample for North America, through tracking consumer banking deals, discounts, convenience, relevance attitudes, and behaviors, you can find that online banking remains the dominant channel.

Read the below key findings to understand the values that banks must provide to customers or risk losing them:

  • 45% of consumers say the main reason that they would stay loyal to their bank is if it offers discounts on purchases of interest, followed by 43% said when the bank helping in the car buying process they become loyal to this bank.
  • 11% of consumers switched their bank in the past year to online virtual banks. Millennials and mass-affluent individuals are the most likely demographic groups to switch.
  • The majority of switchers almost all said that the main reason they leave their bank is for cheaper products and services.
  • 46% of consumers are willing to bank using Robo-advice in the future. Robo-advice is the use of automation and digital banking techniques to assist customers with their financial needs.
  • 79% of North America consumers are willing to receive Robo-advice about asset allocation, 80% of them are Millennials and 83% are mass-affluent individuals.
  • 87% of consumers, including 86% of Millennials, said that they will use the bank branch in the future, despite the digital transformation of the industry.
2016 North America Consumer Digital Banking Survey-Accenture

A Graph Show The Percentage of Users Who Switched to a New Financial Service Provider Instead of Their Bank.


Founded in 1989, Accenture is a global management consulting and professional services firm that provides a broad range of services and solutions in strategy, consulting, digital, technology and operations. With approximately 442,000 people serving clients in over 120 countries, Accenture works at the intersection of business and technology to drive innovation that improves the way the world works and lives.Accenture also is a partner with more than three-quarters of the Fortune Global 500. Accenture has expertise across more than 40 industries and all business functions; delivering transformational outcomes for a demanding new digital world.


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