THE GLOBAL BANK CUSTOMER

SATISFACTION SURVEY
A STATISTA DOSSIERPLUS ON CONSUMER APPROVAL RATINGS
OF BANKING SERVICES IN SELECTED COUNTRIES WORLDWIDE
Table of contents

01 Introduction 02 Global comparison 03 Country profiles 04 Conclusion

▪ Methodology ▪ Overall satisfaction ▪ China ▪ Leading banks by customer
satisfaction
▪ Countries surveyed by ▪ Trust ▪ United States
size of the banking sector ▪ Leading banks by customer
▪ Terms and conditions ▪ Japan
recommendation
▪ Most important aspects of ▪ Digital services ▪ United Kingdom
▪ Key areas for improvement
banking globally
▪ Customer service ▪ France
▪ Conclusion
▪ Financial advice ▪ Germany

2
Satisfaction fall during times of uncertainty
Executive summary
Since late 2019, the world has experienced forced and accelerated
change. Banks and their customers have had to make behavioral
adaptations in order to operate with some level of normalcy. As
customers across the world have been encouraged away from physical
interactions, and in many cases the use of physical cash, the fast-
tracking of digitization has meant that customer experience and
satisfaction with products has become even more intrinsic to success.
This change is what will be focused upon in the 3rd installment of the
Global Banking Customer Satisfaction Survey.
As with our previous surveys, trust is once again the most important
factor for customers in relation to their bank. Overall satisfaction has
fallen globally this year with the current pandemic appearing to further
exacerbate areas of concern. Limitations to physical interactions with
banks, waiting times, concerns over financial situations, and suitability
of financial advice have all been highlighted as key areas for
improvement in this year's survey. Worrying for incumbent banks is that
many of the anxieties that face customers are not transferable to their
digital-only competitors.
3
In this release, the Global Bank Customer Satisfaction Survey
DossierPlus will compare survey results from 2020 and 2021 across 28
countries worldwide. After exploring general changes in satisfaction
towards trust, terms and conditions, digital services, customer service,
and financial advice, the DossierPlus will then take a deep dive into six
countries. To further explore for possible changes in customer
preference and experience, this study will also compare the results
taken from Statista’s bi-annual Global Consumer Survey.
Some of the main findings of this year’s DossierPlus are:
• Average satisfaction scores have decreased across all metrics, with
the largest drops seen in customer services.
• Online banks are continuing to win customers’ hearts. This year, ten
of the 28 countries surveyed had a direct or online-only bank rank 1st
place for overall satisfaction.
• Only three countries (Austria, South Africa, and Switzerland) scored
better across all areas in 2021, compared to five that scored lower
across the board (China, Japan, Mexico, Poland, and Russia).
01 Introduction
▪ Methodology
▪ Countries surveyed by size of the banking
sector
▪ Most important aspects of banking
Methodology

Global bank Customer Satisfaction Survey Global Consumer Survey

This year's Global Bank Customer Satisfaction Survey (GBCSS) includes
answers from two separate surveys. Most results have been collected
from a survey of 59,153 respondents across 28 countries and 14
languages worldwide. The survey was conducted using an online access
panel and in total took an average of 11 minutes to complete, with the
field period running from CW 49 to CW 50, 2020.
The previous year's (2020) data was taken from a survey of 57,756
respondents across 23 countries using the same online access panel.
This survey was conducted between CW 47 and CW 49, 2019.
The second survey used was the bi-annual Statista Global Consumer
Survey (GCS). As the two surveys were conducted separately, these
results have been limited to pages not including GBCSS results and
have not been used for comparison but as supplementary support.
This publication has only included Global Consumer Survey results for
the six key countries, with surveys being conducted between February
and November 2020. The number of respondents and further
information regarding survey dates can be found in footnotes.

All financial institutions (e.g., brick-and-mortar-banks, online-only

banks) offering a checking and/or savings account have been
considered in the study.

For top performing bank tables, only banks that received more than 30
rankings were included. Banks that received more than 30 rankings in
only one year have been noted at the end of the publication. Banks that
have been highlighted in yellow indicate that they are one of the three
largest banks conducting business in that country which offer a
checking and/or savings account.

5
Statista asked more than 59,000 bank customers worldwide about
their level of satisfaction with their bank
Respondents rated their overall bank satisfaction and the importance of each of the five metrics along with five
clarifying statements about their bank (1-5)

OVERALL TERMS & DIGITAL CUSTOMER FINANCIAL

TRUST
SATISFACTION CONDITIONS SERVICES SERVICE ADVICE

Overall, how satisfied are
you with your current
bank?
• In general, you can
trust ...
• I have confidence in
the financial stability
of …
• … is competent and
delivers on its
promises
• Needs and benefits of
customers are really
important to ...
• … does a good job
keeping my data
secure
• Fees are transparent
• Fees are reasonable
• Credit interest rates
are reasonable
• Debit interest rates are
reasonable
• The availability of ATMs
for free cash
withdrawal is good
• It is easy to use the • The number of • Bank advisors are
website (e.g., navigation, branches is sufficient knowledgeable in their
finding information) field of expertise
• Waiting times (e.g.,
• The functionality of the branch, hotline) are • Advice is easy
website is good short to understand
• Online applications (e.g., • Employees are friendly • Upon making a
loans, accounts, or recommendation,
• The bank is easily
deposits) are easy to fill advisors point out costs,
reachable (e.g., by
out commission, and risks
phone or email)
associated with it
• Online banking on the
• If there are problems,
website is easy and • Advisors’
they are resolved to
intuitive recommendations suit
my satisfaction
my life and financial
• The bank’s app(s)
situation
is/are simple and
intuitive to use • Documents are helpful
(e.g., price lists, product
information)

Note(s): The results are representative for the population of each country.
6
The analysis includes 28 of the leading markets worldwide and
focuses on the six largest
Total financial assets of banks in 2019, by country (in trillion U.S. dollars)

Canada
1.58
3.92 Russia
3.29
South Korea

United
States China Japan
Israel
24.05 35.3 18.53
Netherlands
UK Germany Taiwan
2.65 Poland UAE
14.49
Mexico Belgium 0.7 2.27
9.64
0.52 1.12 Saudi Arabia India
Austria
France Switzerland 0.63
10.57 2.15 Indonesia
2.09 2.69 Singapore
Brazil Spain 3.75 Italy
2.81

3.12
Australia
0.42 New
South Africa Zealand

Note(s): The countries marked with darker blue are in focus in the analysis; figures are rounded; no data is available for Austria, Israel, New Zealand, Poland and the United Arab Emirates
7 Source(s): Financial Stability Board; 2019; ID 875144
Trust remains the most important factor globally for bank
customers in 2021
What is most important to you when you think of your bank?

The importance of trust for bank customers worldwide

cannot be overstated. Security of assets and
trustworthiness become even more important during
Terms and difficult economic times. In both 2020 and 2021, trust
conditions Digital has been consistently the most important factor for
services Customer customers.
service
Trust For the 23 countries that have been surveyed across
18% both years, and the 5 new countries added during 2021
(New Zealand, Saudi Arabia, Singapore, Taiwan, and the
17%
UAE), the order in which customers rank importance
Financial remains largely unified in the top and bottom rankings.
43% 18% advice
16% While trust has been ranked as most important by all 28
43% 14% countries, a similar trend saw 27 countries (excluding
France) rank financial advice as the least important
14%
factor. Although terms and conditions, digital services,
Share of 8% and customer service are somewhat interchangeable in
9%
respondents (%) terms of importance, there is a general trend of them
2021 2020 following the same importance flow as seen in the
graph opposite.

Note(s): Worldwide | 2021 values: November and December 2020; 18 years and older; 59,153 respondents; 28 countries | 2020 values: November and December 2019; 18 years and older; 57,756 respondents; 23 countries
8 Source(s): Statista; ID 1096862
02 Global comparison
▪ Overall satisfaction
▪ Trust
▪ Terms and conditions
▪ Digital services
▪ Customer service
▪ Financial advice
COVID-19 is accelerating the move from physical to digital banking
Introduction

With the world changing so rapidly, now is not the time for idleness.
The need for high-quality customer service, intuitive digital platforms
and reasonable fees and rates is even more important now than ever.
Although Statista’s Global Consumer Survey has continued to indicate
that overall satisfaction remains high towards customers' primary
banks, the level of service that customers say their current bank
performs has fallen across the world. Personal service (including
telephone, e-mail) saw a notable drop in China, the United States, the
United Kingdom, and Germany. Lowered product satisfaction, paired
with the growth of adoption towards regulated Open Banking in
Europe, Hong Kong, Australia, and the United Kingdom (UK) could
indicate that competition for customers is likely to accelerate soon. In
fact, in late September 2020, Open Banking UK announced that over
two million customers were now using open banking-enabled
products. By mid-February 2021, customers in the UK for open banking
products had reached 3 million, although only eight percent of
consumers were using apps for bank product comparisons.
Despite current account switching data from Bacs (Pay.UK) indicating
that COVID-19 hindered people from switching services, customers are
expanding their digital financial product portfolios, becoming more
aware of better deals and becoming less fearful of sharing data with
Third Party Providers (TPP’s).
Although banking is evolving ever quicker towards a digital-centric
future, customer loyalty can be maintained by incumbent banks by
doing the simple things well. Transparency, making customers feel like
they are important and listened to, offering friendly services and
relevant advice, and ensuring waiting times are low are all still very
important areas, especially for aging customers.
In this year’s report, two types of banks came out on top for overall
satisfaction: Those that are innovative and are meeting the changing
demands of customers, and those that are maintaining the local
community-centric approach.

10
Overall satisfaction falls across 12 countries in 2021, with Poland
experiencing the largest drop
Average overall customer satisfaction worldwide in 2020 and 2021, by country

Globally, there was no unified shift in overall customer satisfaction,
although the global average satisfaction rating dropped notably
(excluding new countries). From 2020’s ranking, eleven countries scored
higher compared to twelve that had lower overall satisfaction scores.
Despite a small decrease in overall satisfaction, Indonesia retained the
top spot. At the other end of the scale, customers in Japan were even
less satisfied with their banking experience than last year, thus still
retaining the bottom spot. In terms of movement, China dropped from
the second highest score in 2020 to fifth highest in 2021. The largest
drop was seen in Poland, which fell from seventh in 2020 to fifteenth in
2021. Bank customers in Switzerland indicated a much-improved
satisfaction score, moving from twelfth to sixth.

5.0 Global average Country average Country average 2020 country average
4.8 (countries in focus)
4.6
4.4
4.2
3.94
4.0
3.8
3.6
3.4
3.2
3.0
Indonesia South China Mexico Austria Germany Singapore Poland Brazil Taiwan Italy Saudi UAE France Japan
Africa New Arabia
U.S. India Switzerland Zealand UK Canada Australia Global Russia Netherlands South Spain Belgium Israel
Korea
Note(s): Worldwide | 2021 values: November and December 2020; 18 years and older; 59,153 respondents; 28 countries | 2020 values: November and December 2019; 18 years and older; 57,756 respondents; 23 countries;
5 – very satisfied to 1 – very dissatisfied
11 Source(s): Statista; ID 1097080
While trust in most countries' banks fall, Switzerland and Austria
improve their trust score significantly
Average trust scores worldwide in 2020 and 2021, by country

Levels of trust towards banks have fallen across fourteen countries in
2021. Notably, there were significant drops seen in China, Poland,
and Russia. One significant negative trend saw the six lowest scoring
countries in 2020 not only remain at the bottom, but trust levels also
either decrease further or remain stagnant during 2021. Germany,
South Korea, and the United Kingdom witnessed nearly no movement
in trust scores, with the only significant increases seen in Austria and
Switzerland. Overall, the global average score for trust (excluding new
countries) decreased substantially in 2021. Of the new arrivals to the
GCBSS, Saudi Arabia had the highest trust levels towards its banks.

5.0 Global average Country average Country average 2020 country average
4.8 (countries in focus)
4.6
4.4
4.2 4.02
4.0
3.8
3.6
3.4
3.2
3.0
Indonesia U.S. Saudi Switzerland Poland UK Germany New Global Mexico Italy Russia Belgium Spain Japan
Arabia Zealand
South Africa India Brazil Austria Canada Singapore China UAE Australia Netherlands Taiwan France Israel South Korea

Note(s): Worldwide 2021 values: November and December 2020; 18 years and older; 59,153 respondents; 28 countries | 2020 values: November and December 2019; 18 years and older; 57,756 respondents; 23 countries;
|

5 – very satisfied to 1 – very dissatisfied

12 Source(s): Statista; ID 1097139
2021 brought a decrease in satisfaction with terms and conditions
as well; Russia, China, and the UK show the severest letdown
Average terms and conditions scores worldwide in 2020 and 2021, by country

Terms and conditions has seen a significant drop across many of the
countries survey in both 2020 and 2021. The largest negative shifts in
opinion were seen in Russia, the United Kingdom, China, Poland, and
Brazil.
Although a positive change was seen in ten of the 23 countries reported
across both years, the change was only significantly better in the United
States and Switzerland. There was no change in the top scoring
countries, with Indonesia, China, and India retaining their spots despite
average scores falling from last year. The biggest areas of concern for
customers globally included credit and debit interest rates.

5.0 Global average Country average Country average 2020 country average
4.8 (countries in focus)
4.6
4.4
4.2
4.0
3.8
3.59
3.6
3.4
3.2
3.0
Indonesia India U.S. UK Poland UAE Italy New Brazil Austria Germany Belgium Spain Netherlands Israel
Saudi South Zealand South
China Arabia Africa Singapore Canada Australia Global Mexico Switzerland Taiwan France Russia Korea Japan

Note(s): Worldwide | 2021 values: November and December 2020; 18 years and older; 59,153 respondents; 28 countries | 2020 values: November and December 2019; 18 years and older; 57,756 respondents; 23 countries;
5 – very satisfied to 1 – very dissatisfied
13 Source(s): Statista; ID 1192183
South Africa and Austria accepted the challenge posed by the
pandemic and climbed to the top of digital satisfaction
Average digital services ratings worldwide in 2020 and 2021, by country

Digital services also saw many countries scoring lower in 2021 metrics, China, which is in general a high-scoring country, decreased
compared to the previous year. With the global average falling, it is even from above the global average to significantly below it in 2021. What
more important to note countries where significant positive scores were can also be seen is that in tandem with last year’s findings, Japanese
seen. Both Austria and Switzerland noted major improvements, while respondents scored their banks' digital services far lower than any
South Africa became the highest scoring country, moving to the top other country included. Low scores were also witnessed in Taiwan and
from fourth position in 2020. As a reverse trend, Poland fell from the South Korea.
top position in 2020 to the fourth this year. Again, as seen in other
5.0 Global average Country average Country average 2020 country average
4.8 (countries in focus)
4.6
4.4
4.2 4.06
4.0
3.8
3.6
3.4
3.2
3.0
South Indonesia Brazil Canada UK Switzerland India Netherlands Australia Singapore China Spain Mexico Taiwan Japan
Africa South
Austria Poland New Zealand Germany Saudi Arabia U.S. Russia Israel Global UAE South Korea France Belgium Korea

Note(s): Worldwide | 2021 values: November and December 2020; 18 years and older; 59,153 respondents; 28 countries | 2020 values: November and December 2019; 18 years and older; 57,756 respondents; 23 countries;
5 – very satisfied to 1 – very dissatisfied
14 Source(s): Statista; ID 1192188
Customer service sees large improvement in Austria and
Switzerland, ranking them among the top 3 countries
Average customer services ratings worldwide in 2020 and 2021, by country

The overall downward trend in country scoring continued for customer
service, with 19 countries scoring lower than the previous year. With the
strain of COVID-19 related branch closures, reduced opening times,
lockdowns, and increased phone traffic, it was somewhat predictable
that customer service would see the largest negative change in
customer scoring. The United States dropped from the second highest
customer service ratings in 2020 down to the fourth spot, although the
most negative changes were seen in Russia and Brazil. As seen across
several metrics, Austria and Switzerland both noted positive changes in
scoring, taking the countries up to second and third highest globally.

5.0 Global average Country average Country average 2020 country average
4.8 (countries in focus)
4.6
4.4
4.2
4.0 3.84
3.8
3.6
3.4
3.2
3.0
Indonesia Switzerland South Poland Saudi Arabia China New Zealand Global UAE Brazil Netherlands Belgium Taiwan South Israel
Africa Korea
Austria U.S. India Germany Canada Australia UK Russia Singapore Italy France Mexico Spain Japan

Note(s): Worldwide | 2021 values: November and December 2020; 18 years and older; 59,153 respondents; 28 countries | 2020 values: November and December 2019; 18 years and older; 57,756 respondents; 23 countries;
5 – very satisfied to 1 – very dissatisfied
15 Source(s): Statista; ID 1192195
Satisfaction with financial advice further decreases in Japan and
scores lowest globally for the second year
Average financial advice ratings worldwide in 2020 and 2021, by country

Financial advice saw scores lower across 18 of the 23 countries
surveyed both last year and in 2021. As seen in both overall satisfaction
and trust, bank customers in China have rated financial advice
significantly lower than in 2020. The highest improvements were seen in
South Africa, Austria, and Switzerland. South Africa jumped from the
fifth highest scoring country in 2020 up to second in 2021.
Indonesia, which scored banks lower in 2021 across five of the six
metrics, retained the top spot for most satisfied with the level of
financial advice.
Financial advice scores decreased around the world, with large drops
seen in Poland, China, Brazil, the UK, Canada, Mexico, Israel, and Japan.

5.0 Global average Country average Country average 2020 country average
4.8 (countries in focus)
4.6
4.4
4.2
4.0
3.80
3.8
3.6
3.4
3.2
3.0
Indonesia India Austria Poland China U.S. Canada New Zealand Mexico Italy Netherlands France Spain South Japan
South Saudi Korea
Africa Switzerland Arabia Germany Brazil UK UAE Global Australia Singapore Russia Belgium Taiwan Israel

Note(s): Worldwide | 2021 values: November and December 2020; 18 years and older; 59,153 respondents; 28 countries | 2020 values: November and December 2019; 18 years and older; 57,756 respondents; 23 countries;
5 – very satisfied to 1 – very dissatisfied
16 Source(s): Statista; ID 1192206
03 Country profiles
▪ China
▪ United States
▪ Japan
▪ United Kingdom
▪ France
▪ Germany
Focus country snapshots include the key insights into the country’s
market and its top performing bank
Most important aspect in banking service and customer satisfaction worldwide

The following pages examine six key global banking markets. This year’s country profiles
Each country-specific snapshot includes:

Country profiles United Germany

Kingdom
United
Most important factors for bank customers and
(1/4) average ratings for each category in 2020 and 2021.
States Japan
France

Key insights from Statista’s separate Global Consumer

(2/4) Survey. China

Top 5 bank ranking by category. The ranking also

includes the three largest banks in the country ranked
(3/4) in green, as well as movement from the previous
survey.

A more in-depth look at the top performing bank for

(4/4) overall satisfaction of each country covered.

18
Chinese bank customers display lowered satisfaction across all
metrics in 2021
(1/4) China: consumer profile

2020 2021
With the world's largest population, as of 2021, China boasts an There is a large gap in overall satisfaction
estimated bank account penetration rate of 91 percent and online between age groups in China. Younger bank
4.20 4.12 customers had far lower satisfaction ratings
banking penetration of just under 29 percent. China also has the than those aged 60 and older.
largest banking sector in the world and is home to four of the five largest
All ages other than those 60 years and older
banks globally.​ This year, Chinese respondents scored lower across all
4.19 4.09 saw a fall in trust, with the sharpest decrease
metrics, a worrying direction for a country that typically scores high. seen in those aged under 30 years.

In terms of importance, financial and customer services, as well as terms Female respondents and those under 30
showed much lower satisfaction towards
and conditions increased, while trust fell from 49 percent to 45 percent. 4.02 3.93 terms and conditions than the previous year.
Credit interest rates were of particular
What is most important
concern to respondents in 2021.
to you when you think of your bank? The sharpest drops in scoring for digital
services pertained to ease of use and
2021 2020 4.11 4.01 navigation, as well online application
9% Financial
10% processing.
advice
14% The number of branches, waiting times,
49% reachability via phone or e-mail, friendliness
14%
15% 4.04 3.95 of staff, and problem resolution all scored
15%
45% Customer lower this year.
Trust service
13% Financial advisor recommendations suiting
customers' lives and financial situations
16% Digital 4.01 3.91 scored notably lower than other areas of
services financial advice.
Terms &
conditions

Note(s): China | 2021 values: November and December 2020; 18 years and older; 4,903 respondents | 2020 values: November and December 2019; 18 years and older; 5,130 respondents
19 Source(s): Statista
Branch banking continues to be popular in China
(2/4) China: Global Consumer Survey findings - primary banks in China as of December 2020

Chinese customers appear to have been undeterred in how they interact Which of the following services is your primarily
with their banks during COVID-19 restrictions, with in-branch visits being used bank especially good at? (multi-pick)
preferable for around half of respondents. A common trend noted across
many countries has been the move away from online (PC/laptop) and Reason 2020
telephone banking and more towards mobile banking.

In terms of services where primary banks were performing well, security Security 55%
and product range were highlighted by respondents. Interestingly, China
was the only country profiled where respondents noted free-of-charge Range of financial products and
35%
cash (also abroad) was something they believed their bank had done insurance offers
well.
How do you process your banking matters with the bank that you Free-of-charge cash, also abroad 25%
primarily use (e.g., transactions)? (multi-pick)

69% 69% Quality of advice 23%

2019 2020
46% 47% 51% 46%
Range of digital services (app,
23% 21%
16% online banking, etc.)
2% 1%

Mobile In person in a Online (PC / Telephone Other Range of payment options 18%
(smartphone / branch laptop) banking
tablet)

Note(s): China; 15th October to 11th November 2020; 18-64 years; 12,561 respondents Note(s): China; 15th October to 11th November 2020; 18-64 years; 12,561 respondents
20 Source(s): Statista Global Consumer Survey Source(s): Statista Global Consumer Survey
Citibank ranks top for most metrics except terms & conditions
(3/4) China: Top performing bank ranking in China 2021, by metric

Overall Terms & Digital Customer Financial

Trust
satisfaction conditions services service advice
China
1. Everbright 1. new Citibank 1. HSBC 1. new Citibank 1. new Citibank 1. new Citibank
Bank
China
2. HSBC 2. Merchants 2. new Citibank 2. HSBC 2. HSBC 2. HSBC
Bank
China China China
China
3. new Citibank 3. HSBC 3. Everbright 3. Merchants 3. Merchants 3. Everbright Bank
Bank Bank Bank
China China China China
China China
4. Merchants 4. Everbright 4. Minsheng Bank 4. Everbright 4. Everbright 4. Merchants Bank
Bank Bank Bank Bank

China
5. Bank of China 5. Bank of China 5. new Bank of Beijing 5. Minsheng Bank 5. Bank of China 5. Bank of China

… … … … … …
China China China China China
9. Construction 8. ICBC 11. Construction 10. Construction 9. Construction 12. Construction
Bank Bank Bank Bank Bank
China
11. ICBC 9. Construction 12. ICBC 11. ICBC 11. ICBC 13. ICBC
Bank

Agricultural Agricultural Agricultural Agricultural Agricultural Agricultural

16. Bank of China 13. Bank of China 13. Bank of China 15. Bank of China 13. Bank of China 16. Bank of China

Among the three largest banks in the country by assets Top ranked bank (not among the three largest banks)

Note(s): China | 2021 values: November and December 2020; 18 years and older; 4,903 respondents | 2020 values: November and December 2019; 18 years and older; 5,130 respondents
21 Source(s): Statista
Despite being rated lower for the individual metrics in 2021, China
Everbright Bank’s customers remain satisfied
(4/4) China: Best performing bank for overall satisfaction in China as of 2021

Overall satisfaction

4.30
China Everbright Bank was well positioned for a quick
response to the COVID-19 pandemic, having made rapid
technology upgrades including using mobile video to do
+0.10 identity verification, AI customer services, online video
services to elderly, and online salary payments.
Trust
They also expanded services by partnering with external
4.18 companies to offer digital entertainment promotions
(i.e., Youku, Tencent Video, iQiyi), e-commerce discounts
+0.00
Headquarters: Beijing, China for food delivery and shopping, as well as free e-learning
No. of customers: 120m events.
Terms & conditions Mobile app users: 29m
China Everbright Bank saw a big improvement in overall

4.06 customer satisfaction in this year's survey, moving from

eighth place in 2020 up to first. In fact, it was one of only
-0.08
two banks in this year's top ten for overall satisfaction
that received a higher score than in the previous survey.
Customer service Financial advice Digital services
Despite coming out on top in 2021, China Everbright
4.03 4.03 4.15 Bank followed a national trend of performing worse this
year across other metrics compared to the previous year.
-0.11 -0.12 -0.03

Note(s): China | 2021 values: November and December 2020; 18 years and older; 4,903 respondents | 2020 values: November and December 2019; 18 years and older; 5,130 respondents
22 Source(s): Statista; China Everbright Bank
Overall satisfaction is up in the U.S. as fee reasonability improves
significantly
(1/4) United States: consumer profile

2020 2021
With the highest number of COVID-19 cases and deaths globally, as well as
Despite a tough and testing year for both
huge shifts in unemployment, day-to-day banking in the U.S. has been hit 4.18 4.20 banks and customers, overall satisfaction
significantly. Many of the country's banks have taken measures in order to increased in the United States.
cause minimal disruption to the financial lives of their customers.
Trust that data will be kept secure is amongst
These have included encouraging customers towards digital banking, making 4.21 4.23 the highest of any country in 2021.
branch visits appointment-only, restricting opening hours of many branches,
Transparency and reasonability of fees
and offering repayment relief on loans and credit in many cases. improved massively in 2021, according to
3.74 3.81 U.S. respondents. The one area which saw a
What is most important negative trend was the availability of free
to you when you think of your bank? cash withdrawals.
Although satisfaction with digital services did
decrease in 2021, online application
2021 2020 4.18 4.15 functionality and ease of use of banking apps
Financial
8% 6% advice improved from last year.
There were two large shifts in customer
17%
45% service scores in the U.S., with employee
15% 16% 4.10 4.07 friendliness dropping significantly, while
16% Customer reachability (via phone or e-mail) saw vast
46% service improvements from last year.
17%
Trust Helpfulness of documents including price
15% Digital
services
3.91 3.88 lists and product information saw the largest
negative change in score.
Terms &
conditions
Note(s): United States | 2021 values: November and December 2020; 18 years and older; 19,887 respondents | 2020 values: November and December 2019; 18 years and older; 21,718 respondents
23 Source(s): Statista
Over half of U.S. respondents primarily bank on their mobile
(2/4) United States: Global Consumer Survey findings - primary banks in the United States as of December 2020

In the latest Global Consumer Survey findings, the share of respondents Which of the following services is your primarily
that interacted with their primary bank fell across all metrics from in- used bank especially good at? (multi-pick)
person branch visits to telephone banking. This may indicate that
consumers are using a small range of processes for banking matters. Reason 2020
In terms of what services primary banks did well, both security and the
range of digital services ranked best. Perhaps worrying is that only 22 Security 41%
percent of respondents believed that their main bank was transparent
and gave good quality advice. Range of digital services (app,
40%
online banking, etc.)

How do you process your banking matters with the bank that you Personal service (including
37%
primarily use (e.g., transactions)? (multi-pick) telephone, e-mail)

Terms and conditions for keeping

32%
58% 56% 58% 52% 2019 2020 an account
51% 48%
Range of financial products and
23%
10% 9% insurance offers
2% 2%

Mobile Online (PC / In person in a Telephone Other Quality of advice/transparency 22%

(smartphone / laptop) branch banking
tablet)

Note(s): United States; 24th July to 23rd August 2020; 18-64 years; 25,108 respondents Note(s): United States; 24th July to 23rd August 2020; 18-64 years; 25,108 respondents
24 Source(s): Statista Global Consumer Survey Source(s): Statista Global Consumer Survey
Good customer service brings FNBO out on top
(3/4) United States: Top performing banks in the United States 2021, by metric

Overall Terms & Digital Customer Financial

Trust
satisfaction conditions services service advice
First National First National
Bangor USAA Federal First Citizens
1. Bank of 1. Savings Bank 1. Savings Bank 1. Ally Bank 1. Bank of 1. Bank
Omaha Omaha

Bangor Savings Community Hancock

2. Bank 2. Banner Bank 2. new
Bank 2. new Discover Bank 2. new Glacier Bank 2. Whitney Bank

WesBanco Hancock USAA Federal new Bank of Bangor savings

3. Bank 3. new Discover Bank 3. Whitney Bank 3. Savings Bank 3. Oklahoma 3. Bank

First National
USAA Federal Bangor Savings WesBanco USAA Federal
4. new Discover bank 4. Savings Bank 4. Bank 4. Bank of 4. Bank 4. Savings Bank
Omaha

First Interstate First Interstate Bangor Savings

5. new PeoplesBank 5. Bank 5. Bank 5. new Varo 5. Bank 5. Ally Bank

… … … … … …

21. Chase Bank 32. Chase Bank 43. Chase Bank 21. Chase Bank 38. Chase Bank 24. Chase Bank

Bank of Bank of Bank of

53. America 58. America 53. Wells Fargo 33. Wells Fargo 47. Wells Fargo 48. America

Bank of Bank of Bank of

61. Wells Fargo 63. Wells Fargo 54. America 37. America 57. America 54. Wells Fargo

Among the three largest banks in the country by assets Top ranked bank (not among the three largest banks)

Note(s): United States | 2021 values: November and December 2020; 18 years and older; 19,887 respondents | 2020 values: November and December 2019; 18 years and older; 21,718 respondents
25 Source(s): Statista
First National Bank of Omaha’s outstanding customer service paid
off in customer satisfaction
(4/4) United States: Best performing bank for overall satisfaction in the United States as of 2021

Overall satisfaction

4.57
The United States top performing bank for overall customer
services, First National Bank of Omaha (fnbo), is an example
of focusing on the simple things.
+0.18
A state subsidiary of First National of Nebraska, fnbo offers
general banking services for retail clients, including
Trust
checking and savings accounts, credit cards, CDs, and IRAs,
4.46 borrowing services such as mortgages, auto loans, and debt
consolidation, as well as investment and wealth products.
-0.02
Subsidiary of: First National of Nebraska Areas in which First National Bank of Omaha excelled in this
year's survey included trustworthiness, confidence in
Terms & conditions financial stability, data security, friendliness of employees,

4.11 and the fact that the bank is easy to reach via telephone or
e-mail.
+0.28
The incredible change in rankings from twelfth in 2020 to
Customer service Financial advice Digital services first this year appears to be centered around the bank's
customer service.
4.38 4.02 4.45
+0.12 -0.07 +0.26

Note(s): United States | 2021 values: November and December 2020; 18 years and older; 19,887 respondents | 2020 values: November and December 2019; 18 years and older; 21,718 respondents
26 Source(s): Statista; First National Bank Omaha; First National of Nebraska
Japanese customers continue to be displeased with their banking
experience in 2021; largest drop in trust
(1/4) Japan: consumer profile

2020 2021
Respondents in Japan indicated even lower satisfaction levels in 2021
The decrease in overall satisfaction was most
compared to last year, with the lowest scores of any country in areas
3.64 3.59 notable amongst female respondents and
including overall satisfaction, trust, financial advice, and digital services. those aged between 40 and 59 years.

What is particularly concerning is that behind Singapore, Japanese customers

Data security and overall trust saw the largest
rank trust as the most important aspect when considering a bank, yet in 3.73 3.66 drops compared to last year.
both 2020 and 2021, respondents scored trust amongst the lowest globally.

In 2021, across the 25+ questions asked, only two positive increases were Reasonable fees, credit, and debit interest
noted. 3.26 3.24 rates are the three lowest overall scores
across all metrics in Japan.
What is most important
to you when you think of your bank? Digital services scored the lowest in Japan
2021 2020 across all five questions for the second year
6%
6%
Financial 3.43 3.42 running. This year, scores were particularly
advice low amongst those aged between 40 and 49
12%
years.
8% 12%
55%
19% Problem resolution and employee
Customer friendliness saw the biggest drop between
9% service 3.52 3.49
Trust 54% 2020 and 2021, although waiting times
received the lowest overall score.
18%
Digital
services All five questions regarding financial advice
Terms & saw lowered scores in 2021, with
conditions 3.33 3.29 knowledgeable advisers seeing the largest
drop.
Note(s): Japan | 2021 values: November and December 2020; 18 years and older; 2,808 respondents | 2020 values: November and December 2019; 18 years and older; 2,963 respondents
27 Source(s): Statista
More than two thirds in Japan stick with in-branch banking
(2/4) Japan: Global Consumer Survey findings - primary banks in Japan as of December 2020

Japan had a cautionary approach to restrictions, encouraging people to work from Which of these statements apply to you? (multi-pick)
home when possible, avoid crowded or closed spaces, and avoid large gatherings. It
is not too surprising that Japanese bank customers were not frightened away from Reason 2020
in-branch banking. In Statista’s latest Global Consumer Survey, 69 percent of
respondents still preferred to bank in person rather than online. I'm worried about my financial future 46%

Despite an increase from the previous year, only 25 percent of respondents said
that they were using their smartphone or tablet for banking, with only ten percent I'm well informed about my personal
financial situation
25%
being able to imagine dealing with financial transactions exclusively online.

Managing my personal financial affairs is

too complicated for me
12%
How do you process your banking matters with the bank that you
primarily use (e.g., transactions)? (multi-pick)
I could imagine dealing with my financial
transactions exclusively online
10%
68% 69%
2019 2020
39% 35% I could imagine dealing with my financial
25% transactions exclusively via my 9%
16% smartphone
3% 3% 3% 3%
If the service is good, I'm happy to pay for
In person in a Online (PC / Mobile Telephone Other account administration and transactions
6%
branch laptop) (smartphone / banking
tablet)

Note(s): Japan; 26th February to 19th March 2020; 18-64 years; 1,030 respondents Note(s): Japan; 26 Feb to 19 Mar 2020; 18-64 years; 1,030 respondents
28 Source(s): Statista Global Consumer Survey Source(s): Statista Global Consumer Survey; ID 1001136
Online bank SBI Sumishin Net Bank wins three categories in Japan
(3/4) Japan: Top performing banks in Japan 2021, by metric

Overall Terms & Digital Customer Financial

Trust
satisfaction conditions services service advice

Sumishin SBI Shizuoka Sumishin SBI Sumishin SBI Bank of

1. Net Bank
1. Bank 1. Net Bank 1. Net Bank 1. JA Bank 1. Yokohama

2. Shizuoka Bank 2. Chiba Bank 2. Shinsei Bank 2. Japan Net Bank 2. Shizuoka Bank 2. Shizuoka Bank

Sumishin SBI
3. Japan Net Bank 3. Net Bank 3. Aeon Bank 3. Rakuten Bank 3. Chiba Bank 3. Shinsei Bank

Bank of
4. Rakuten Bank 4. Japan Net Bank 4. Rakuten Bank 4. au Jibun Bank 4. Fukuoka 4. Chiba Bank

Sumitomo
Japan Post
5. Chiba Bank 5. Mitsui Banking 5. JA Bank 5. Shinsei Bank 5. Bank 5. JA Bank
Corporation
… … … … … …
Bank of Tokyo- Bank of Tokyo- Bank of Tokyo- Bank of Tokyo-
13. Mitsubishi UFJ 7. Mitsubishi UFJ 7. Japan Net Bank 9. Mitsubishi UFJ 7. Japan Net Bank 7. Mitsubishi UFJ

Bank of Tokyo- Bank of Tokyo-

14. Mitsubishi UFJ 12. Mitsubishi UFJ 11. Japan Net Bank

Among the three largest banks in the country by assets Top ranked bank (not among the three largest banks)

Note(s): Japan | 2021 values: November and December 2020; 18 years and older; 2,808 respondents | 2020 values: November and December 2019; 18 years and older; 2,963 respondents
29 Source(s): Statista
Online bank SBI Sumishin Net Bank excels in digital services and
terms and conditions
(4/4) Japan: Best performing bank for overall satisfaction in Japan as of 2021

Overall satisfaction

3.97
The pure-play online bank SBI Sumishin Net Bank is a joint
50/50 subsidiary of SBI Holdings & Sumitomo Mitsui Trust
Bank. Built around innovative services, the online-only bank
-0.09 was the first financial institution in Japan to release an API
to outside companies through its neobank initiative.
Trust
SBI Sumishin Net Bank is a full-service digital bank offering
3.91 customers the ability to deposit and withdraw funds at
ATM’s, cashless payments, free transfer fees from
-0.01
Type: Online bank competitive banks, housing and consumer loans, asset
Subsidiary of: SBI Holdings & Sumitomo management, and foreign currency deposits. In 2020, the
Mitsui Trust Bank
Terms & conditions bank grew to four million customers, with app downloads
No. of users: 4m
reaching 2 million as of March 2021.
3.81 Compared to the country average, which in general scored
+0.02
amongst the lowest globally, SBI Sumishin Net Bank
customers ranked their bank far higher across areas of
Customer service Financial advice Digital services trust, customer service waiting times, and reachability.

3.32 4.02
Where the bank really excelled against others was in terms
3.50 -0.05 +0.00
of digital services and terms and conditions.
+0.03

Note(s): Japan | 2021 values: November and December 2020; 18 years and older; 2,808 respondents | 2020 values: November and December 2019; 18 years and older; 2,963 respondents
30 Source(s): Statista; Sumishin SBI Net Bank
Overall satisfaction climbs slightly in the UK despite lowered
customer service scores
(1/4) United Kingdom: consumer profile

2020 2021
According to the Statista Global Consumer Survey, 2020 has seen significant Overall satisfaction increased slightly in 2021
change in how people process banking matters with their primary bank. The with the most positive change being noted
4.03 4.05 amongst female respondents and those aged
share of respondents that went in person into a bank fell from 37 percent in
under 39 years.
2019 to 31 percent at the end of 2020, whereas those using a smartphone or
With no movement between 2020 and 2021,
tablet increased to 64 percent. With almost 4,000 bank branches the highest scoring areas for UK respondents
closed between 2015 and January 2021, the UK is seeing continued major 4.10 = 4.10 included data security, general trust, and
shifts from physical to digital banking, something that has likely been confidence in the financial stability of banks.
accelerated by COVID-19. There was a significant decrease in scores
3.80 3.70 surrounding reasonability of fees as well as
What is most important credit and debit interest rates.
to you when you think of your bank? There was only minimal negative change in
4.20 4.18 digital services. The largest negative change
2021 2020 Financial in 2021 was for website functionality.
7% advice Bank customers across all ages have
7%
14% indicated growing dissatisfaction in the
number of bank branches available in the UK.
47% 12% 3.93 3.86 Respondents also scored notably lower for
22% Customer
10% service waiting times and reachability via phone and
Trust
49% e-mail.
21% There was a large negative response to
financial advice regarding the suitability of
12% Digital 3.93 3.87 advisers' recommendations fitting
services respondents' lives and financial situations in
Terms &
2021.
conditions

Note(s): United Kingdom | 2021 values: November and December 2020; 18 years and older; 2,423 respondents | 2020 values: November and December 2019; 18 years and older; 2,656 respondents
31 Source(s): Statista
Mobile banking is the preferred choice for UK consumers
(2/4) United Kingdom: Global Consumer Survey findings - primary banks in the United Kingdom (UK) as of
December 2020
Which of the following services is your primarily
With strict lockdown restrictions alongside the continued closure of bank used bank especially good at? (multi-pick)
branches, especially in rural communities, it is unsurprising to see that in-
branch banking has lost favor with customers in 2020. According to Which?,
3,836 bank branches have closed in the UK between 2015 and 2020, with Reason 2020
many more scheduled for closure by the end of 2021.

In terms of what primary banks did well, according to our Global Consumer Security 40%
Survey, security and the range of digital services were notable. Despite the
growing popularity of open banking, only 21 percent of respondents Range of digital services (app,
39%
indicated that the range of products on offer was satisfactory. online banking, etc.)

How do you process your banking matters with the bank that you Personal service (including
26%
primarily use (e.g., transactions)? (multi-pick) telephone, e-mail)

62% 64% Quality of advice 25%

59% 2019 2020
49%
37% 31% Range of financial products and
21%
13% 11% insurance offers
1% 1%
Mobile Online (PC / In person in a Telephone Other Range of payment options 21%
(smartphone / laptop) branch banking
tablet)

Note(s): United Kingdom; 14th July to 31st July 2020; 18-64 years; 12,569 respondents
32 Source(s): Statista Global Consumer Survey; Which?
Digital banks outperform their incumbent competitors in the UK
(3/4) United Kingdom: Top performing banks in the United Kingdom (UK) 2021, by metric

Overall Terms & Digital Customer Financial

Trust
satisfaction conditions services service advice

1. First direct 1. First direct 1. Starling Bank 1. Starling Bank 1. First direct 1. Starling Bank

Nationwide
Bank of Bank of
2. Starling Bank 2. Building 2. Monzo Bank 2. First direct 2. Scotland 2. Scotland
Society

Bank of Nationwide Nationwide

3. Monzo Bank 3. Monzo Bank 3. First direct 3. Scotland 3. Building Society 3. Building Society

Nationwide
Bank of
4. Scotland 4. Starling Bank 4. Building 4. Monzo Bank 4. Starling Bank 4. First direct
Society
Nationwide
Bank of Bank of
5. Building 5. Scotland 5. Scotland 5. Halifax 5. Lloyds Bank 5. Monzo Bank
Society
… … … … … …

6. Barclays Bank 6. Barclays Bank 6. Lloyds Bank 6. Lloyds Bank 8. Barclays Bank 6. Lloyds Bank

8. Lloyds Bank 7. Lloyds Bank 7. Barclays Bank 7. Barclays Bank 10. HSBC UK 7. Barclays Bank

12. HSBC UK 11. HSBC UK 12. HSBC UK 12. HSBC UK 13. HSBC UK

Among the three largest banks in the country by assets Top ranked bank (not among the three largest banks)

Note(s): United Kingdom | 2021 values: November and December 2020; 18 years and older; 2,423 respondents | 2020 values: November and December 2019; 18 years and older; 2,656 respondents
33 Source(s): Statista
Despite a fall in satisfaction with financial advice, First Direct
defends its position as top bank in the UK
(4/4) United Kingdom: Best performing bank for overall satisfaction in the United Kingdom as of 2021

Overall satisfaction

4.47
2021 marked the ten-year anniversary of First Direct launching
the UK’s first mobile app enabling customers to make
payments to third parties directly. The subsidiary of HSBC UK
-0.17 Bank plc has become much more focused on mobile based
app banking over online banking in recent times, with the app
Trust now accounting for 82 percent of transactions and 87 percent

4.54
of customer balance enquiries. Currently, First Direct has
approximately 1.5 million customers, offering a range of
-0.04 Type: Online bank services and payment methods including P2P transfers with
Subsidiary of: HSBC UK Bank plc Paym, as well as Apple, Google, and Samsung pay.
Monthly logons: 12.5m
Terms & conditions First Direct also allows users to take advantage of open
banking products such as bank account aggregators,
3.92 comparison platforms, saving and money management apps,
-0.10 and investment tools.

This was the second year in which First Direct came first across
Customer service Financial advice Digital services all three metrics. While losing out the top spot for digital

3.99 4.50
services to another online bank, Starling, First Direct did move
4.32 -0.16 +0.18
up one place from last year. In the opposite trend, they
-0.16 dropped from first place in 2020 to fourth place in 2021 for
financial advice.

Note(s): United Kingdom | 2021 values: November and December 2020; 18 years and older; 2,423 respondents | 2020 values: November and December 2019; 18 years and older; 2,656 respondents
34 Source(s): Statista; First Direct; HSBC
France remains the third least satisfied country globally
(1/4) France: consumer profile

2020 2021
Although trust is still the most important attribute for customers in France, The demographic where dissatisfaction was
the level of its importance is not as high as in other countries surveyed. most heavily expressed was amongst both
3.73 3.69 male respondents and those aged under 30
French bank customers rate the importance of terms and conditions and
years.
customer service well above the global average. This is even more poignant
as both metrics score below the global average in France. For the second year running, customers in
3.80 3.79 France do not believe that banks consider
Overall, there has been only minor shifts in customer scoring, with overall their needs and benefits important.
satisfaction falling in 2021. France has remained the third least satisfied
customer group, ahead of Japan and Israel. Reasonable fees scored lowest in terms and
3.43 3.44 conditions, especially for older customers.
What is most important
to you when you think of your bank? Digital services saw a significant drop this
year, especially amongst those aged under
2021 2020 4.00 3.95 39 years. Ease of online applications scored
15% Financial lowest across the questions asked.
14% advice
34%
15% There was no significant shift in satisfaction
33% 14% of customer service. An area still of particular
23% 3.69 3.70 concern for customers is addressing waiting
18% times.
Trust Customer
14% service After receiving the lowest score last year,
21%
once again French bank customers are
Digital 3.66 3.64 concerned about being made aware of costs
Terms & services and commissions by advisers after a
conditions recommendation is made.

Note(s): France | 2021 values: November and December 2020; 18 years and older; 1,957 respondents | 2020 values: November and December 2019; 18 years and older; 2,108 respondents
35 Source(s): Statista
Only one third of bank customers in France still bank in-branch
(2/4) France: Global Consumer Survey findings - primary banks in France as of December 2020

Which of the following services is your primarily

The Global Consumer Survey also highlighted French bank customers' used bank especially good at? (multi-pick)
overall dissatisfaction with services. When asked what services their
primary bank was especially good at, the highest scoring area was security,
with only one third of respondents agreeing. Reason 2020
France was one of many European countries that did not close bank
branches in response to the global COVID-19 pandemic but instead Security 33%
encouraged customers to move to online banking. Despite this, in-branch
banking fell by only one percent as a means of customer preference for
Quality of advice 32%
interaction.

How do you process your banking matters with the bank that you Range of digital services (app,
24%
primarily use (e.g., transactions)? (multi-pick) online banking, etc.)

Terms and conditions for keeping

68% 24%
61% 2019 2020 an account
46% 45%
35% 34% Personal service (including
22%
telephone, e-mail)
7% 7% 3% 2%

Online (PC / Mobile In person in a Telephone Other Lending conditions 21%

laptop) (smartphone / branch banking
tablet)

Note(s): France; 21st July to 19th August 2020; 18-64 years; 12,543 respondents
36 Source(s): Statista Global Consumer Survey
Boursorama Banque impresses with T&Cs and digital services
(3/4) France: Top performing banks in France 2021, by metric

Overall Terms & Digital Customer Financial

Trust
satisfaction conditions services service advice

1. Boursorama 1. ING 1. Boursorama 1. Boursorama 1. Crédit Mutuel 1. ING

2. ING 2. Boursorama 2. ING 2. ING 2. Crédit Agricole 2. Axa banque

Crédit
3. Crédit Mutuel 3. Crédit Mutuel 3. Axa banque 3. Crédit Mutuel 3. industriel et 3. Crédit Mutuel
commercial
Crédit
Crédit industriel
4. industriel et 4. Axa banque 4. Crédit Mutuel 4. Société générale 4. Axa banque 4. et commercial
commercial
Crédit
La Banque Banque
5. Crédit Agricole 5. Crédit Agricole 5. 5. industriel et 5. populaire
5. Crédit Agricole
Postale
commercial
… … … … … …
Société
10. générale
9. BNP Paribas 7. Crédit Agricole 6. Crédit Agricole 8. BNP Paribas 7. BNP Paribas

Société Société Société

12. BNP Paribas 12. générale
9. BNP Paribas 12. BNP Paribas 10. générale
12. générale

Société
12. générale
Top ranked bank (not among the three largest banks)

Among the three largest banks in the country by assets

Note(s): France | 2021 values: November and December 2020; 18 years and older; 1,957 respondents | 2020 values: November and December 2019; 18 years and older; 2,108 respondents
37 Source(s): Statista
Boursorama Banque’s wide range of services continues to satisfy
and attract new customers
(4/4) France: Best performing bank for overall satisfaction in France as of 2021

Overall satisfaction

4.12
This is the second year in a row that the online specialist
Boursorama Banque has received the highest overall customer
satisfaction rating in France. It is also the second year in a row
-0.02 that the bank has received the highest recommendation score
among French banks.
Trust
A subsidiary of Société Génerale, one of France’s largest banks,
4.04 Boursorama Banque has seen continued customer growth,
adding approximately 450,000 new customers in the year up to
-0.11
September 2020.
Type: Online bank
Subsidiary of: Société Générale With its three main business lines of online banking, online
Terms & conditions No. of users: 2.5m brokerage, and online financial information, Boursorama has

3.98 focused on being one of the most price competitive and

accessible banks in France.
-0.10
Services include budgeting and savings tools, tailored financial
Customer service Financial advice Digital services advice, an account aggregator, a personal safe for invoices and
important documents, Google assistant for balance and

3.61 3.68 4.25 transaction enquiries, and automated switching. Boursorama

also supports transfer of funds via text message, e-wallet
-0.15 -0.18 +0.00
transactions, Fitbit pay, Garmin Pay, as well as Google, Apple,
and Samsung pay.
Note(s): France | 2021 values: November and December 2020; 18 years and older; 1,957 respondents | 2020 values: November and December 2019; 18 years and older; 2,108 respondents
38 Source(s): Statista; Boursorama Banque; Société Générale
Overall satisfaction falls in Germany, driven by disappointment in
customer service and financial advice
(1/4) Germany: consumer profile

The COVID-19 pandemic has forced behavioral changes upon German 2020 2021
customers, which several of Germany's largest banks are using to cut costs Overall satisfaction was highest among those
by closing bank branches. While Deutsche Bank plans to use this period to 4.06 4.00 aged over 60 and lowest for those aged
downsize the number of branches from 500 to 400, Commerzbank has between 30 and 39 years.
already cut branch numbers by 20 percent as advisory service demands were Data security scored high for the second year
becoming more focused towards digital customers than in-branch. It became in Germany, while understanding the
clear in 2021’s survey that a higher percentage of German respondents now 4.09 = 4.09 importance of the needs and benefits of
customers needs to be worked on for the
consider digital services the most important aspect of a bank. Germany and second year in a row.
the entire DACH region rated terms and conditions far higher than the global
average in both 2020 and 2021. Satisfaction over credit interest rates
improved significantly in 2021, while still
What is most important 3.49 3.50 holding the lowest score within terms and
to you when you think of your bank? conditions.
2021 2020 Only minor improvements were seen in 2021
8%
7% Financial 4.17 4.18 with website functionality scoring highest.
11% advice
38% Waiting times, employee friendliness and
15% 12% reachability all dropped slightly in 2021
37% 29% 3.99 3.97 although availability of bank branches had
Customer
the overall lowest score.
Trust 17% service

27% All five questions relating to financial advice

Digital scored lower this year with the largest
services 3.94 3.91 decrease in suitability of financial adviser
Terms &
conditions recommendations.

Note(s): Germany | 2021 values: November and December 2020; 18 years and older; 2,280 respondents | 2020 values: November and December 2019; 18 years and older; 2,413 respondents
DACH region: Germany, Austria, and Switzerland.
39 Source(s): Statista
Less than one third in Germany believe their bank provides good
quality advice
(2/4) Germany: Global Consumer Survey findings - primary banks in Germany as of December 2020

Which of the following services is your primarily

The change in customer behavior that has been witnessed by major banks used bank especially good at? (multi-pick)
in Germany during the pandemic has also been reflected in our Global
Consumer Survey, with a ten percent increase in 2020 of customers using
mobile technology for banking. Reason 2020
Like French respondents, only one third of Germans believed their primary
bank performed any service particularly well, with security, range of digital Security 35%
products, and personal services receiving the best scores.
Range of digital services (app,
34%
online banking, etc.)

How do you process your banking matters with the bank that you Personal service (including
33%
primarily use (e.g., transactions)? (multi-pick) telephone, e-mail)

70% 64% Terms and conditions for keeping

31%
2019 2020 an account
39% 34% 33%
29% Quality of advice 30%
5% 7% 1% 2%
Online (PC / Mobile In person in a Telephone Other Transparency 18%
laptop) (smartphone / branch banking
tablet)

Note(s): Germany; 22nd July to 20th August 2020; 18-64 years; 12,559 respondents
40 Source(s): Statista Global Consumer Survey
ING wins the trust of German bank customers
(3/4) Germany: Top performing banks in Germany 2021, by metric

Overall Terms & Digital Customer Financial

Trust
satisfaction conditions services service advice

1. ING 1. ING 1. DKB 1. ING 1. Consorsbank 1. Consorsbank

2. DKB 2. DKB 2. Norisbank 2. ConsorsBank 2. Comdirect 2. ING

3. Consorsbank 3. Consorsbank 3. ING 3. Norisbank 3. Norisbank 3. DKB

4. Comdirect 4. Comdirect 4. Consorsbank 4. new N26 Bank 4. ING 4. Norisbank

Berliner
5. new N26 Bank 5. new N26 Bank 5. new N26 Bank 5. Comdirect 5. Sparkasse 5. Targobank

… … … … … …

7. Commerzbank 8. Commerzbank 7. Commerzbank 7. Commerzbank 7. Commerzbank 6. Commerzbank

12. Deutsche Bank 12. Deutsche Bank 11. Deutsche Bank 8. Deutsche Bank 8. Deutsche Bank 7. Deutsche Bank

Among the three largest banks in the country by assets Top ranked bank (not among the three largest banks)

Note(s): Germany | 2021 values: November and December 2020; 18 years and older; 2,280 respondents | 2020 values: November and December 2019; 18 years and older; 2,413 respondents
DACH region: Germany, Austria, and Switzerland.
41 Source(s): Statista
Despite a slight decrease in customer satisfaction in all areas, ING
remains the top bank in Germany
(4/4) Germany: Best performing bank for overall satisfaction in Germany in 2020

Overall satisfaction

4.38
The ING Group is an international brand spanning 40
countries and employing almost 56,000 employees
worldwide. With 9.5 million customers, the German
-0.09 subsidiary, ING DiBa A.G., better known as ING has the
third largest customer base in Germany.
Trust
As a wholesale and retail bank, ING offers customers
4.38 products including current accounts, savings accounts,
mortgages, investment products, and consumer loans.
+0.00 Headquarters: Frankfurt am Main
No. of employees: 5,000+ Germany provides the only example in which a top three
No. of customers: 9.5m retail bank (in total assets) has come out on top for
Terms & conditions overall customer satisfaction: ING ranks first for overall

3.85 satisfaction, trust, and digital services, but seceded from

last year's top positions in financial advice and customer
-0.08
service. As seen opposite, although maintaining its top
position, the bank saw no improvement across any
Customer service Financial advice Digital services metric from the previous year. In fact, the bank dropped

4.11 4.52
from first place in 2020 to fourth place this year for
4.00 -0.15 -0.04
customer service.
-0.10

Note(s): Germany | 2021 values: November and December 2020; 18 years and older; 2,280 respondents | 2020 values: November and December 2019; 18 years and older; 2,413 respondents
DACH region: Germany, Austria, and Switzerland.
42 Source(s): Statista; ING
04 Conclusion
▪ Leading banks by customer satisfaction
▪ Leading banks by customer
recommendation
▪ Key areas for improvement
▪ Conclusion
Digital banks top the most satisfied list in ten countries
Leading banks by customer satisfaction rating in 2021, by country

Source(s): Statista
44
In many countries, the banks with the most satisfied customers are
not necessarily most likely to be further recommended
Leading banks by likelihood of recommendation in 2021, by country

Source(s): Statista
45
Banks could benefit greatly from tailoring terms and conditions
and financial advice more to customer needs
Key areas for improvement

TERMS & CUSTOMER DIGITAL

FINANCIAL ADVICE TRUST
CONDITIONS SERVICE SERVICES

In this year's survey, the There were two areas of
overriding area of concern regarding financial
concern for bank advice globally, with every
customers across 20 of country surveyed scoring one or
the 28 countries involved the other lowest: ‘Advisers’
credit interest rates. recommendations suit my life
and financial situation’ was
Other countries scored
highlighted as an area of
reasonability of fees and
concern by 18 countries and
debit interest rates high.
‘upon making a
recommendation, advisers point
out costs, commissions, and
risks associated with it’ scored
lowest in eleven countries.
It was the same two areas Owning a bank Digital services will
as the previous survey account is a continue to increase in
that were of concern for relationship built on importance to customers.
customers worldwide in trust. For 27 of the 28 In 10 of the 28 countries
2021: countries surveyed, surveyed, direct and digital
‘the needs and banks ranked first for
Sufficient branch
benefits of customers overall satisfaction.
numbers scored lowest in
are really important to
nine countries, while One area for enhancement
my primary bank’ was
waiting time lengths would be improving online
the lowest scoring
scored lowest for a applications, which scored
area of trust. As with
further 19 countries as the lowest area of digital
any strong
surveyed. services in 26 of the 28
relationship, feeling
countries surveyed.
supported and
appreciated is key.

46
Trust and the terms and conditions are essential, but digitalization
and excellent customer service make the difference
Conclusion
There have been some tough lessons for banks and customers during
2020 and into 2021. Local and national lockdowns, shortened banking
hours and closures, uncertainty of personal financial situations, and
fear of being able to make payments will have put extra pressure on
banks to support, help, and continue uninterrupted services for many
clients.
For digital-only banks, the current situation will not have hit customers
as badly as those that rely on in-bank and/or over-the-phone services.
In fact, with ten of the 28 countries surveyed scoring online banks top
for overall satisfaction, as well as the ability for uninterrupted services
when switching banks, one may see customer switching to digital-only
banks as their primary service accelerate in the next few years.
In the 2021 Global Bank Customer Satisfaction Survey, a global drop in
overall satisfaction across all areas covered has been witnessed, with
customer services and terms and conditions suffering most heavily.
Worryingly, global trends in services where satisfaction is decreasing are
most probably the same areas in which banks should be concentrating.
47
In tough economic and unprecedented times such as now,
customers who are worried for their future will be displaying less
patience for call waiting times, bank branch lines, and financial advice
that does not suit their situation. These are all areas in which banks
appear to be failing around the world. expanding customer service to
accommodate the growing number of phone calls and communication
by worried customers is intrinsic to customer satisfaction and loyalty.
Listening, supporting, showing transparency, and offering tailored
advice could be more important now than any new product innovations.
Bank branch closures are inevitable as many banks are looking to cut
costs, but this must be paired with an increase in human interaction via
digital or telephone means. The support and help that many get from
their local branch must be transferred across to the products of today.
Innovation and product expansion are important to competition for
evolving customer needs, but maintaining a level of normalcy for more
traditional customers is also essential. A well-balanced mix of
innovation and tradition may well be the perfect recipe for successful
banks of the future.
Recommendations
Dossiers
European banking: structure and development​
European Central Bank​
Mobile banking​
Blockchain
Fintech

DossierPlus
European Banking Sector
Environmental commitments of Europe's largest banks
Cashless society in Europe: a winding road

Further recommendations
Banking & Finance – global
Banking & Finance in the U.S. 2020
In-depth: FinTech 2020
Top 100 Companies: Banking & Finance
Digital Payments report 2020
Personal Finance report 2020

48
Shift in rankings due to the change in the number of respondents

Banks among the top 5 banks in 2020, which Banks newly added in 2021,
To retain continuity and a threshold of
Country were no longer part of the analysis in 2021 which made it to the top 5 minimal customer ratings, banks were
China Agricultural Development Bank of China Citibank
only included in the ranking if they
received more than 30 scores.
Bank of Beijing
United States Navy Federal Credit Union Discover Bank Opposite is a list of banks that were
Trustmark National Bank PeoplesBank included in 2020’s top ranked banks
Renasant Bank Glacier Bank but did not receive enough customer
Simmons Bank Bank of Oklahoma ratings to be included in this year's list.
Gate City Bank Varo On the right-hand side of the table are
City National Bank, Charleston Community Bank banks which scored a top 5 rating in
Japan Sumitomo Mitsui Trust Bank 2021 but did not receive the 30
77 Bank necessary ratings to be listed.
United Kingdom Tesco Bank
Yorkshire Bank
Metro Bank
The Co-operative Bank
France HSBC
CIC Iberbanco
Germany N26 Bank

49
Sources

Bacs SBI Sumishin Net Bank

Bain & Company Societe Generale
Boursorama Banque Statista Global Consumer Survey
China Everbright Bank Sumitomo Mitsui Trust Bank
Eurostat Wells Fargo
Financial Conduct Authority (FCA) Which?
Financial Stability Board
First Direct
First National bank of Omaha
First National of Nebraska
Forbes
HSBC
ING DiBa
LinkedIn
Reuters
SBI Holdings

50
Authors

James Cherowbrier Molly Connell

Expert – finance, insurance & real estate Analyst

James Cherowbrier is the Statista expert for
finance, insurance, and real estate in the
United Kingdom and Europe. Since joining
Statista, he has been focusing on the drive
of technology and its evolving relationship
with the finance industry.
Molly Connell studied Business
Administration in Budapest (B.A.) and
Management and Marketing in Berlin
(M.Sc.). Before joining Statista, she was
active in data-driven strategic marketing.

E-MAIL james.cherowbrier@statista.com E-MAIL molly.connell@statista.com

W W W . S T A T I S T A . C O M