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GFT U.S. Banking Disruption Index

GFT U.S. Banking Disruption Index

GFT surveyed 2,000 U.S. consumers, and another 10,000 consumers across the UK, Germany, Italy, Japan and Poland, to understand how the current financial landscape is impacting consumers’ sentiments towards banks.

September 07, 2023

The report finds that, where many banks are falling short on both digital and traditional banking features, they can largely make up for with one thing: Trust.

September 07, 2023

A bearded man in an orange sweater holding a smartphone while standing in a modern cityscape, symbolizing urban connectivity and mobile technology. — Image of a professional man using his smartphone in a bustling city, representing the integration of technology with everyday urban life and the importance of staying connected on the go.

A chart showing banking satisfaction levels, with Americans being the happiest and Japanese the least satisfied in comparison to other countries. — Survey results visualizing global banking satisfaction, highlighting that Americans are the most content with their banks, while satisfaction varies significantly across other countries like Germany, Italy, and Japan.

A bar chart showing survey results on whether consumers globally and in the U.S. are considering switching their main banking provider, with the majority indicating no. — Survey results comparing global and U.S. consumer sentiment on switching banks, revealing that most consumers prefer to stay with their current banking provider rather than switch.

Bar chart showing U.S. consumer preferences for banking features, highlighting fraud protection, easy-to-use digital banking apps, and human connection. — Survey results highlighting U.S. consumer preferences for a blend of digital and traditional banking features, with a strong emphasis on fraud protection, user-friendly digital apps, and the importance of personal interaction.

Bar chart showing global consumer preferences for banking features, including fraud protection, easy-to-use digital banking apps, and human connection. — Survey results illustrating global consumer demand for both digital and traditional banking features, with top preferences including fraud protection, user-friendly digital banking apps, and personalized service.

Bar chart showing U.S. consumer trust in banks, with comparisons to the previous year, indicating changes in trust levels. — Survey results from 2023 showing U.S. consumers' trust in banks, with 28% trusting banks more, 18% trusting them less, and 50% reporting no change in trust levels compared to the previous year.

Pie charts showing generational differences in trust levels in U.S. banks, with breakdowns for age groups 18-24, 25-34, 35-44, 45-54, and 55+. — Image displaying generational differences in trust in U.S. banks, with younger age groups showing varying levels of increased or decreased trust compared to older generations, as reflected in the 2023 survey results.

Bar chart displaying the most important factors for consumer trust in banks, including low fees, FDIC insurance, mobile app usability, and 24/7 customer service. — Survey results highlighting the top reasons consumers trust their banks, emphasizing the importance of low fees, FDIC insurance, easy-to-use mobile apps, and consistent customer service in maintaining high trust levels.

Bar chart comparing what different age groups consider most important for trusting banks, including low fees, FDIC insurance, and mobile app usability. — Image illustrating generational differences in the factors that influence Americans' trust in banks, with priorities such as low fees, FDIC insurance, and 24/7 customer service varying significantly across age groups.

Bar chart showing global and U.S. awareness of Open Banking, comparing those who know about it and its benefits, those who have heard of it but don't know the benefits, and those unaware of it. — Survey results revealing the need for more education on Open Banking, with 33% of U.S. respondents aware of its benefits compared to 24% globally, highlighting a gap in consumer understanding.

Learn more about the U.S. Banking Disruption Index

Download the full report here

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