target audience: TECH SUPPLIER  Publication date: Apr 2023 - Document type: IDC Survey - Doc  Document number: # US49993223

Digital Banking Expectations Increasing Across North America Small Business Customers

By:  Marc DeCastro Loading


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This IDC Survey presents key findings on the sentiment and trends of U.S. and Canadian bank and credit union small business customers when it comes to their experiences, concerns, and engagement with their financial institution during their financial journey. The data is from the latest IDC Financial Insights' U.S. Consumer Banking Channel Preference Survey, which was fielded in January 2023.

This consumer channel survey has been conducted annually by IDC Financial Insights for over 15 years and provides customer sentiment and trends across the entire omni-channel experience, including branch, ATM, online banking, mobile banking, chatbot services, conversational banking, contact center, and account opening and onboarding experiences. This document specifically looks at digital banking expectations through the lens of the small business owner.

"The small business owner has become an increasingly important demographic for the retail banker," stated Marc DeCastro, research director, IDC Financial Insights. "Following the COVID-19 pandemic, many individuals became self-employed or started a small business and will require and expect great digital solutions from their banks and credit unions."


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