‘They’re doing less than we expect’: The evolving expectations of banking customers

Australians perceive banks as secure, responsible and trustworthy; however, they also view them as expensive and unaccountable.

This is the key takeaway from Publicis Sapient’s Customer Banking Report, which was built around a survey of more than 5,000 Australians “from all walks of life to gauge their expectations, experiences, and perspectives of the country’s banking sector”.

The findings cover a broad range of topics, from expectations of customers when it comes to personalised services, to how customers engage with their bank through traditional branches.