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A new pace of change The Fujitsu European Financial Services Survey 2016

A new pace of change The Fujitsu European Financial Services Survey 2016

In the last ten years, change in Financial Services has accelerated like never before. Innovative technology opens new channels. Blurred industry lines present new business opportunities. Banks and insurers are changing business models to deliver value in different ways.

What must banks and insurers do to remain successful both today and tomorrow? We put the question to consumers and business decision-makers.

Over 7,000 consumers across Europe told us about:

  • How they like to interact with banks and insurers
  • Their attitude to sharing personal data
  • What drives their choice of bank or insurer
  • The value of traditional banks and insurance companies in the future

The answers paint a picture of opportunity for the bold. But one where neither customers, competitors or technology will wait.

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The evolving customer

The way consumers interact with financial services is evolving. The pace of change is set to fast and convenience is king.

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74% use online banking at least weekly


64% use self-service/ATMs at least weekly


Consumers use a range of channels to interact with banks, on at least a weekly basis.

This drive towards convenience is accelerating. In five years consumers expect that they will replace traditional channels with a more convenient experience.

When it comes to buying insurance, customers are more conservative in adopting new channels. Price and features drive choice. The factors that respondents ranked most important when choosing insurance packages are:

Online channels are gathering pace though. 41% told us they buy insurance online through comparison websites.

This shows the drive toward convenience. When it comes to payment methods, cash is still king... for now.

Consumers seem ready to adopt more radical change. Many say that they would consider buying services from banks and insurers that are outside of their core competency areas.