What you need to know

While the amount of total deposits held at US banks and credit unions continues to grow, the number of companies controlling the industry has steadily shrunk. Nonetheless, consumer satisfaction and demand for a physical presence remains high. While consumers—especially younger generations—are eager to utilize the latest technological advancements, trust and inertia continue to be the primary drivers of loyalty.

Definition

This Report covers consumer opinion and behaviors in regard to retail banking and credit unions, including:

  • Location of primary accounts

  • Consumer banking behaviors

  • Reasons for bank switching

  • Important banking features

For more coverage on The Banking Experience beyond general market consumers, there are two complementary titles from Mintel’s Multicultural Library:

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