Retail Banking Services' Paradigm Shift

The Retail Banking Services’ Paradigm Shift Report, a PYMNTS and SundaySky collaboration, examines how consumers choose to engage with their FIs when accessing information about various products and services, especially since the pandemic’s onset.

Inside the Report
  • 55 percent: Portion of consumers who find information on FIs’ websites to be irrelevant to their needs
  • 36 percent: Share of consumers who still cite branch visits as their preferred method for learning about new financial products
  • 49 percent: Segment of consumers who are engaging with their FIs via online chat more often now than they did before the pandemic began

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