More Survey Highlights: Just 31% of businesses said onboarding was seamless.25% abandoned onboarding and never used the banking product they signed up for.56% have to interact with 2–3 teams to resolve a single issue.91% are asked to repeat information to different people in the bank constantly.41% of businesses expect their bank or credit union to resolve issues within 24 hours; 82% will move on if their problem isn’t resolved in three days.38% want proactive product recommendations, but only 44% feel their financial provider strongly understands their needs.60% of businesses are comfortable using AI chat and voice bots for banking, but a significant minority remain reluctant.
New Report Reveals Just 3 Out Of 10 Banking Customers Describe Onboarding As "Seamless"TIBURON, Calif., April 17, 2025 (GLOBE NEWSWIRE) -- OvationCXM, a global leader in customer experience management (CXM), today announces the findings of the 2025 Business Banking Customer Experience Report, an in-depth look at the experiences and expectations of business banking customers across the U.S.
"Our 2025 Business Banking CX Report confirms what banking clients tell us — decade-old legacy systems and data silos make it nearly impossible to provide seamless experiences to customers," said Alfred Kahn IV, CEO and founder of OvationCXM.
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