Positive Experience (Traditional vs. Non- Traditional Firms)
Non-Traditional firms are delivering slightly better customer experiences than banks
The focus of tech-driven firms on convenience, lower fees, and innovation is paying off. Worldwide, non-traditional firms were more likely to deliver a positive experience than their traditional counterparts. Non-traditional firms performed particularly well in North America, despite the fact that banks there have devoted a significant part of their budget toward digital transformation. Additionally, across the world, the strength of the FinTech movement is tending to correlate with the level of positive customer experience in that country.