It is no surprise that a majority of adults in the UK prefer digital banking over visits to their local branch.

This post was originally created by Lithium before Spredfast and Lithium merged and became Khoros.

But our survey of 2000 British adults clearly demonstrates that their experiences do not match expectations and a large opportunity exists for those financial service brands able to build and maintain trust with consumers online.

When asked their preferred way to do their banking, nearly two thirds of UK adults stated digital over in-person, but less than a quarter considered the information they receive online from their banks as trustworthy. Engendering trust should be a priority for financial services brands as they develop their digital customer experience strategy to deliver on consumer expectation.

But how do you build that trust?

This whitepaper details how to serve customers in the channel of their choice, give them the answers where and when they want and how to connect them with other customers to deliver:

  • Reduced service costs
  • Increased innovative thinking
  • Longer term brand loyalty
  • Increased customer advocacy
  • Sales growth


62% of UK adults would prefer to do their banking online than in a physical branch

Go Beyond the Branch

Learn how prioritising digital customer experience delivers the competitive edge: