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Pushed to the Edge:

When Digital Banking Fails at the Worst Possible Moment

We spoke to 100 participants to explore the critical breaking points in digital banking—moments when smooth surfaces gave way to friction, confusion, and silence. We uncover what really drives customers to abandon their bank, drawn from stories of emotional strain, failed expectations, and tech that fell short when it mattered most.

What is Insight Digest?

Think of it as a weekly espresso-sized shot of insight to your inbox: one key insight and one surprising outlier.

We’ll pull together real insights from real customers so you can make real decisions—real fast. 


Insights at a glance

Delivering the truth

64% 🤔

Lost trust in their bank due to a single failed or unreliable digital experience.

58% 😡

Expressed frustration over digital journeys requiring physical branch visits.

50% 😰

Said poor in-app or online support compounded their stress in the moment.

Users used to put up with digital friction — now they silently leave.

Loyalty drivers

Moments That Make or Break Trust

🔒App access failures feel like betrayal, not protection

“Security’s great—but not if it locks you out.”

🚪Frustration doesn’t get reported—it triggers silent exits


“I didn’t tell them. I just started moving my money.”

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Intriguing Outliers

Line Items Worth a Closer Look

😰Security breaches triggered existential doubt, not just annoyance.

“It makes a lot of sense why older people don’t trust banks.”

🧠 Key takeaways

  • Security friction erodes trust – Lockouts and access issues feel personal, not protective.
  • Silent churn is real – Customers often leave without complaining; frustration drives quiet exits.
  • Breaches cut deep – Security failures don’t just frustrate—they shake confidence in the entire institution.
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