87% of Consumers Prioritize Convenience Over Security When it Comes to FinServ

Post by:
September 2, 2021
Post by:
No items found.
September 2, 2021
87% of Consumers Prioritize Convenience Over Security When it Comes to FinServ87% of Consumers Prioritize Convenience Over Security When it Comes to FinServ

Brandwatch, in collaboration with Twitter, just released the results of a very curious study analyzing billions of conversations on one of the most vibrant social media channels. 6,000 Tweets are posted every second. That’s 6,000 views, opinions, ideas, complaints, stories, compliments. It’s live human thought. And we can use it to try and answer any question, creators of the report note.

One of the most important findings out of all coverage is the one on financial services and conversations surrounding consumer demands, complaints, and expectations. Furthermore, we will review some of the findings of the report:

How technology is shifting customers’ relationships with financial services

As consumers increase the demand for convenient, on-demand services in every industry, financial institutions must be sure they’re acclimating to expectations. Moreover, in an industry once shackled by the goals of keeping company data secure and private, financial institutions must also consider the ease and convenience of their services compared to their competitors. This trend among consumers is immediately apparent when looking at the conversations surrounding 41 of the largest financial institutions.

When referencing these organizations, ‘convenience’ was discussed much more frequently than mentions related to security, with only temporary bursts of conversations about security and safety occurring directly following security breaches or data hacks. The study found that when discussing financial services, consumers mention ‘convenience’ six times more often than they do ‘security.’

Additionally, digital banking experiences on mobile and web bank apps are more positively discussed than non-digital banking experiences.

Consumer insights reveal the effects of financial service digital transformation

The effect of mobile and web banking on customer sentiment is apparent when looking at social data. It’s expected that when consumers reference banking experiences of any kind, the conversations would generally be more negative. People typically don’t mention average or pleasant banking experiences on social media.

However, there is a stark difference between how customers discuss interacting with electronic services using mobile and web apps and the conversations they have about human interactions.

Nearly 60% of online banks’ complaints are about non-digital experiences like bank visits and phone calls. Over three-fourths of all emotive conversations around non-digital are negative, with customers frequently complaining about negative banker interactions and extremely long wait times.

Using social insights to connect with the new customer

An audit of the conversations highlights three levels of service-related instances when people mention financial institutions directly: when they request help, after they’ve had a bad customer service experience, and before they cancel, suspend their account, or threaten to switch providers.

The analysis of conversations about insurance companies demonstrates a healthy customer-service relationship, with fewer than 15% of customer-service mentions any more severe than requesting help or asking questions.

However, banking institutions and card companies have more people reporting negative customer service experiences or threatening to leave. Using analysis like this to deduce the exact touchpoints where brand-customer relationships break down is integral in maintaining trust, building loyalty, and improving customer sentiment around a brand.

Read the complete analysis of Brandwatch+Twitter findings.

To learn about Prove’s identity solutions and how to accelerate revenue while mitigating fraud, schedule a demo today.

Create secure frictionless customer experiences using modern identity solutions

Join over 1,000 businesses that rely on Prove across multiple industries, including banking, FinTech, healthcare, insurance, and e-commerce. Contact us today.

Prove: the world’s most accurate identity verification and authentication platform

Trusted by 1,000+ leading companies to reduce fraud and improve consumer experiences. Contact us today to learn how you can frictionlessly secure your digital consumer journey — from onboarding to ongoing transactions.

Keep Reading...Read our latest white-paper on this subject!

Tap the button below to read our latest white-paper on the subject as industry leaders.

Accelerate your onboarding

Contact us to learn how leading companies are using Prove Pre-Fill to modernize the account creation process by shaving off clicks and keystrokes that kill conversion.

Create frictionless customer experiences

Get in touch to find out how we can help you identify your customers at every stage of their journey and offer them seamless and secure experiences.

Schedule a demo

Let our expert team guide you through our identity verification and authentication solutions. Select a date and time that works for you.

Schedule a demo

Find out how we can help you deliver seamless and secure customer experiences that comply with PSD2/SCA. Select a date and time that works for you.

Interested in more information about Prove Pre-Fill?

Download the Report

Download Aite-Novarica Group’s full report about Prove Pre-Fill, including a product overview, customer results, and how the product works.

Interested in more information about MFA?

Download the guide now to learn how you can improve security, cut down on fraud, and create the best possible customer experience.