You are here:

CSI Consumer Survey: Overall Satisfaction with Digital Banking Does Not Replace Need for Personal Experience

PADUCAH, Ky., Aug. 21, 2018 — Consumers are increasingly satisfied with the digital solutions offered by their banks, but that satisfaction comes with higher expectations for a seamless and outstanding customer experience, according to a new survey by Computer Services, Inc. (CSI) (OTCQX: CSVI), a provider of end-to-end financial technology solutions.

Conducted online by The Harris Poll on behalf of CSI, the survey ran online May 22-24, 2018, and represents feedback from more than 2,000 U.S. adults, age 18 and older, about their banking habits and preferences. According to the survey, while 86% of Americans say their financial institution’s current digital banking offerings fully meet their needs, nearly the same proportion (83%) want their bank or credit union to understand their financial goals and offer products/services to help them reach them. This number was even higher among Americans with an annual household income of $100,000+ (87%), indicating that customers, especially more affluent ones, may be looking for advice on reaching their financial objectives.

“When it comes to their banking relationships, consumers expect to have easy-to-use digital banking services as well as consistent experiences across all channels,” said Steve Powless, CSI’s chairman and chief executive officer. “And while the majority are satisfied with their current digital services, that doesn’t mean banks can rest on their laurels. With consumers expecting banks to anticipate their needs, financial institutions constantly need to innovate and educate their customers on the newest tools available to meet financial goals.”

When it comes to interacting with their bank, younger consumers may be looking to social media. While 36% of Americans overall say it is important to them that their financial institution has an active social media presence, adults ages 18-34 are much more likely to share that sentiment than those ages 45+ (47% vs. 29%). This reiterates the importance of building social media into the communications mix when it comes to reaching younger customers.

Security also remains a top concern for consumers. The good news is that 81% of Americans believe in their bank or credit union’s ability to protect their confidential private data against data breaches and hackers. Additionally, when it comes to payment security, trust in mobile payments appears to be high; across all age groups, 49% of Americans feel that mobile-based payments are more secure than those made by a credit or debit card. Unsurprisingly, this number rises to 57% for consumers between the ages of 18 and 44, but it drops to only 33% for those age 65 and older.

“Banks must make constant strides toward cybersecurity and consumer data protections,” Powless said. “However, the rising trust in mobile payments provides financial institutions the opportunity to not only reinforce their commitment to security, but also move the needle on customer usage of P2P solutions and tokenized mobile wallets.”

CSI has published a white paper that provides additional details and expert commentary on the complete survey. It is available online at  

About Computer Services, Inc. 

Computer Services, Inc. (CSI) delivers core processing, managed services, mobile and Internet solutions, payments processing, print and electronic distribution, and regulatory compliance solutions to financial institutions and corporate customers across the nation. Exceptional service, dynamic solutions and superior results are the foundation of CSI’s reputation and have resulted in the company’s inclusion in such top industry-wide rankings as the FinTech 100, Talkin’ Cloud 100 and MSPmentor Top 501 Global Managed Service Providers List. CSI’s stock is traded on OTCQX under the symbol CSVI. For more information about CSI, visit

Survey Methodology

This survey was conducted online within the United States by Harris Poll on behalf of CSI from May 22-24, 2018, among 2,021 adults, age 18 and older. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For complete survey methodology, including weighting variables, please contact Brandon Dyce at