Executive Summary: Modern Banking Research 2019

For the third year running, JRNI conducted an independent survey of 2,000 banking customers to understand the behaviors, trends, and attitudes that will inform retail banks in 2020.

In this Executive Summary, you'll see a snapshot of key trends, and insights into what consumers want to see banks improve.

Key findings include:

• The role of omnichannel in banking
• Increasing demand for face-to-face interaction
  
• The interest in pre-arranged in-branch appointments
  
• Rising interest in in-branch events
  
• Areas for refinement

With customers willing to make a move in short order and their demands clear, the time is right to better understand the mindset of the modern banking consumer.