1、2024 Bank Customer Experience Survey:CanadaInsights into customer behaviors,preferences,and experiences with banksFICO Proprietary ResearchConducted September 2024,Published March 2025SurveyKey findings Most Canadian customers hold between two and three bank accounts,designating one provider as thei

2、r primary account.The primary is typically the bank they have used the longest.The vast majority of Canadian consumers(76%)still receive their banking services from traditional banks,yet interest in digital banking services is increasing across all age groups.Customer experience plays a key role in

3、customers financial decision making.66%of respondents believe customer experience is just as important as banks products and services,and 24%rate it as more important.Canadian consumers prioritize savings accounts,credit cards,and loans as the most sought-after banking products.To maintain customer

4、satisfaction,banks should focus on delivering diverse products and offerings.Banking customers in Canada strongly prefer digital communication methods,such as mobile apps and emails,over calls to landline phones.2The data referenced throughout this e-book derives from a FICO-commissioned survey cond

5、ucted by an independent research agency in September 2024.The survey asked 1,000 customers across Canada about their banking experiences,preferences,and whether their financial institutions are meeting their needs.Methodology3Introduction.4The X factor of primary providers .6Creating a winning custo

6、mer experience .9What Canadians want from bank products and services.11Omni-channel communications:the right time,tone,and channel .13Conclusion.14Contents4IntroductionCanadas banking industry is replete with cultural and economic nuances that make its customers unique.Notably,five major players con