Banks and Credit Unions Can Fill the Financial Management Gap by Helping People with Advice and Tools, Shows Fiserv Research
- The majority of people are satisfied with their bank or credit union, with more than one-quarter rating their primary financial organization a perfect 10
U.S.adults give themselves a "B" for short-term financial responsibilities like paying bills, but only a "C+" for long-term goals like saving for college or retirement
- People are looking for financial services that are fast, easy to use and secure; view financial institutions as partners in managing their finances
Expectations & Experiences: Household Finances was conducted by Harris
Poll on behalf of
"Tasks such as paying bills, budgeting or saving for retirement are a
fundamental part of people's daily lives," said
Long Tenure, High Satisfaction Characterizes Most Financial Institution Relationships
Most American households have longstanding relationships with their financial institutions. According to the survey, 52 percent of consumers have had an account with their primary financial institution for a decade or more.
Seventy six percent give their primary financial organization an eight or higher on a satisfaction scale of zero to 10, with 28 percent giving a "perfect 10." The higher overall satisfaction ratings are tempered by lower satisfaction among the newest households: 65 percent of early millennials rated their primary financial organization an eight or higher on a scale of zero to 10.
Consumers are increasingly seeking to customize multiple services that meet their financial needs. If everything they desire is not available within one financial institution, consumers have shown a willingness to work with many, and the survey showed consumers have relationships with an average of 3.7 financial organizations. Working with multiple institutions generally reflects a focused strategy intended to maximize rewards, rates and results.
The Opportunity for Financial Institutions
Despite the seeming savviness of managing accounts at multiple financial
institutions, there are many signs that households need more support
when it comes to managing their household finances. On average,
However, 53 percent of consumers view financial institutions as partners in managing their finances, indicating that banks and credit unions have an opportunity to fill this gap. Households identified a wide variety of tools, support, information and strategies that would be very helpful in navigating the necessary - but cumbersome - financial management task.
The Future of Consumer Banking & Household Finances
The way consumers manage their finances has shifted. The consumer's primary financial organization's website is by far the most common method to track and access financial information, and online and mobile banking continue to grow. Only 49 percent of consumers say they use a checkbook to keep track of their finances. However, many people still rely on time-tested services like the branch for actions they perceive to be more complex, such as account opening.
When it comes to financial tools and services, people are clear - make it fast, easy to use and secure. Three in four households want real-time balances on all their accounts and 72 percent want instant posting of transactions. The need for speed is even more pronounced among millennials, with 80 percent of early millennials and 83 percent of late millennials desiring real-time balances, and 84 percent of early millennials and 86 percent of late millennials wanting instant posting of transactions. Early millennials are defined as ages 18 to 24 and late millennials are defined as ages 25 to 35.
In a world that is moving faster than ever before, Fiserv helps clients deliver solutions that are in step with the way people live and work today - financial services at the speed of life. Learn more at TheSpeedofLife.com.
Expectations & Experiences: Household Finances- fisv.co/expectations
Nothing moves faster than consumer expectations. To better understand
the changing financial landscape and consumers' evolving financial
The data were weighted to ensure that relevant demographic
characteristics of the sample matched those of the
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