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1、Banking Consumer Study 2025Where is the love?How advocacy drives loyalty and organic growth in bankingAbout the research03Building on close connectionsWhen everyone keeps up on convenience,your bank needs to stand out through advocacy06Remember me04IntroductionPersonal relationships open up organic

2、growth opportunitiesDemonstrate continuity by listeningand meeting customers where they areReassure meRestore trust by being transparent and building a track record of delivering relevant information and wise recommendations 1217Delight meElevate service and treat it as a value driver21Reward meMove

3、 beyond rates and feeshonor the moment,the behavior and the relationship29ConclusionBring back the love growth through advocacy36ContentsDisclaimer:The image on the report cover was generated with the assistance of generative AI2Banking Consumer Study 2025|Where is the love?About the researchThis ed

4、ition of our biennial Banking Consumer Survey compiled responses from 49,300 banking customers across 39 countries to build on a critical insight from our 2023 survey:that banks need to do more than offer functionally efficient transactions to grow.To stand out and attract and retain customers,respo

5、ndents told us banks need to do better at addressing consumer frustrations and meeting their individual expectations.When they do,they cultivate advocatescustomers who not only appreciate their bank but also will proactively recommend it to others.This year,we analyzed customers preferences and beha

6、viors to identify the key drivers of customer advocacy.Using a data-driven approach that combines advanced data science techniques with functional expertise,we measured the impact of these drivers in detail.We began by asking respondents the following question:On a scale from 0 to 10 how likely are