EFS Consulting

Whitepaper | Customer Experience in Banking

Local presence and excellent digital services – these seemingly contradictory aspects are what most motivate young professionals when choosing their bank. However, it is clear that banks are struggling to precisely meet the needs of their future customers.

At EFS Consulting, we examined the perspectives of 219 young professionals and analysed their preferences regarding bank selection, products and features.

Our findings show how a balanced mix of tradition and innovation is paving the way for the future of the next generation of banking customers.

Key takeaways:

  • FinTech companies are becoming increasingly important
  • Local presence and personal recommendation are the strongest drivers in bank selection
  • Adaptability of banks is crucial for sustainable success
  • The understanding of customers’ needs is essential


Full version

The full version of the EFS Consulting whitepaper on “Customer Experience in Banking” is available for free on request.

More about Business Area:
Marketing & Sales