Executive Summary

Over the past year, banks built up a consumer trust advantage over competitors such as neobanks and tech companies, per exclusive Insider Intelligence survey data. But as the world turns to a new normal, they’ll have to work to defend the high ground they’ve won.

3 KEY QUESTIONS THIS REPORT WILL ANSWER:

1. What are the top factors that determine consumers’ level of trust in their banks’ digital channels?
2. How do the top 10 US banks by asset size compare across the key dimensions of digital trust, based on consumer perceptions?
3. What actionable recommendations can banks adopt to improve their standing across the key dimensions of digital trust?

WHAT’S IN THIS REPORT? Insider Intelligence's second annual Banking Digital Trust survey polled US digital banking users on which factors across six key dimensions—Security, Privacy, Reputation, Reliability, Ease of Use, and Feature Breadth—most influence their level of trust in their banks’ digital channels. It then asked respondents to rate their banks across each dimension to determine category leaders. The actionable survey data reveals how banks can improve their consumer perceptions within each category of digital trust.

KEY STAT: Trust is essential to building brand loyalty: 38.8% of respondents with higher-than-average levels of digital trust said they would open their next account with their current bank, versus just 21.3% of respondents with lower-than-average trust levels.