Survey Index: Financial Services
Consumers Are Desperate for Guidance on Banking and Insurance Websites

Consumer Online Shopping Challenges Threaten Post-COVID Sales Recovery

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33% OF CONSUMERS ARE USING FINANCIAL SERVICES WEBSITES MORE SINCE THE PANDEMIC

New research shows that consumers are struggling to complete basic tasks using their financial institution’s website or mobile site—even as they try to do so more frequently. With many consumers under exceptional financial stress, banks and insurance companies can play a critical role in easing customer anxiety by providing the guidance needed to successfully complete digital interactions. 

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CUSTOMERS STRUGGLE WITH ONLINE FUNDAMENTALS.

Bank and insurance customers face a myriad of basic obstacles. The most common forms of struggle can be easily avoided.

THE COST OF CUSTOMER STRUGGLE IS HIGH.

For financial institutions, impacts can include lost revenue, lost customers, and rising internal costs.

CONSUMERS HAVE CLEAR INTERACTION PREFERENCES.

Customers prefer specific channels, and they expect banks and insurers to be proactive with information and clear with communication.

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"Financial institutions have ample resources available to invest in the success of their customers. By doing so, they can be there for their customers in their time of need, while increasing the lifetime value of these relationships through greater loyalty and satisfaction."

- Rebecca Ward
goMoxie, CEO