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.
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.
Lost trust in their bank due to a single failed or unreliable digital experience.
Expressed frustration over digital journeys requiring physical branch visits.
Said poor in-app or online support compounded their stress in the moment.
“Security’s great—but not if it locks you out.”
“I didn’t tell them. I just started moving my money.”
“It makes a lot of sense why older people don’t trust banks.”
This weekly digest is just a snippet — get in touch to explore the full power an insight report.
