target audience: TECH BUYER Publication date: Mar 2023 - Document type: Tech Buyer Presentation - Doc Document number: # EUR250516023
IDC’s Financial Insights Consumer Survey, 2022: Retail Banking in Europe, Part 4 — Fraud and Complaints Handling
The IDC Presentation examines responses in Europe to IDC’s Financial Insights Consumer Survey, 2022 about financial services provider selection, underlying needs, and channel preferences for product and service delivery. A total of 1,900 consumers were surveyed in Austria, Denmark, Finland, France, Germany, Italy, the Netherlands, Norway, Poland, Romania, Spain, Sweden, Switzerland, and the United Kingdom.
The objectives of the survey were:
- To understand how consumers select and consume financial products and services and to determine the major differences in consumption habits by age cohort
- To formulate hypotheses to explain why various age groups behave differently when consuming financial services
- To understand consumer preferences regarding financial services offerings and to gain consumer perspectives on conducting banking with third-party partners
The topics include customer experience in general, consumers’ preferences related to the analogue and digital provision of products and services, consumers’ perceptions of trust/integrity issues and fraud and complaints handling, and consumers’ sustainability requirements.
This presentation is the fourth of six from IDC’s Financial Insights Consumer Survey, 2022: Retail Banking in Europe series and covers fraud and complaints handling.