1、Banks big challenge is the great unbundling by consumers.Customer Behavior and Loyalty in Banking:Global Edition 2023Net Promoter,NPS,NPS Prism,and the NPS-related emoticons are registered trademarks and Net Promoter ScoreSM,NPSSM,and Net Promoter SystemSM are service marks of Bain&Company,Inc.,NICE

2、 Systems,Inc.,and Fred Reichheld.Consumer Elements of Value is a registered trademark of Bain&Company,Inc.Copyright 2023 Bain&Company,Inc.All rights reserved.Authors and acknowledgmentsGerard du Toit Nikola Glusac Katrina Cuthell Camille Goossens Christy de GooyerThis report was prepared by the auth

3、ors and a team led by Marc Saliba,consisting of Neha Datta,Neeraja Krishnadas,Devanshu D,and Nikhil Kumar.The authors thank Bain partners in each of the countries covered in the report for their input and John Campbell for his editorial support.Dynata Dynata is one of the worlds leading providers of

4、 first-party data contributed by consumers and business professionals.Dynata has the ability to survey more than 70 million people globally and an extensive library of individual profile attributes collected through surveys.The company serves nearly 6,000 market research agencies,media and advertisi

5、ng agencies,consulting firms,investment firms and healthcare and corporate customers in North America,South America,Europe,and Asia-Pacific.For more information,go to .1Customer Behavior and Loyalty in Banking:Global Edition 2023ContentsExecutive summary .3Neobanks appeal to all ages .3How unbundlin

6、g plays out in payments .3Make digital channels easy and convenient .4Tailor to the person .5Ramp up ESG initiatives and awareness .6From one-stop shop to many-stop shops .8In payments,e-wallets have come on strong.14Foolproof and convenient are the watchwords for digital channels .19Make it persona