- Many US consumers are concerned about the security of digital-only bank accounts.
- Established banks have a competitive advantage over neobanks in consumers’ digital trust.
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A sizable swath of US consumers don’t want to move their primary banking relationships to digital-only players due to security concerns, per a new survey from PYMNTS and Optherium.
At 47.4%, data security was the issue most widely cited by survey respondents who are either just “slightly” or “not at all” interested in switching their primary status to a
supported by a large company.
Older respondents are more likely to name data security as a concern:
- For Baby boomers and seniors, 32.6%.
- For Generation X, the level falls dramatically to 25.2%
- Millennials and Generation Z have respective responses of 16.2% and 17.8%.
The results indicate that established banks have a competitive advantage over
in consumers’ digital trust. The perceived superiority of incumbents in safeguarding consumers’ data will come in handy now that
has become the norm:
- The survey shows that 82% of consumers use some kind of digital method to connect to their bank accounts.
- Results by channel show that mobile-app usage is the most popular, with 41.4% of respondents picking it as their most used method. Digital banking through a computer placed second in the most-used responses, at 26.1%.
People with above-average digital trust in their bank are more likely to be valuable customers in some respects than those with below-average trust, per our 2021 Banking Digital Trust Report:
- 38.8% of people with above-average trust were willing to open a new account or product with their bank, versus just 21.3% for those with below-average trust.
- 37.1% of people with above-average trust said they have multiple accounts with their bank, versus only 28.3% of respondents with below-average trust.
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