what drives consumer loyalty in a disruptive time?

A Report from SRM's Consumer Loyalty & Experience Survey


Over the last eighteen months, many of the traditional interactions with financial services brands have changed as a result of the COVID-19 pandemic. In the wake of these changes, we felt it necessary to question how consumer loyalty has changed too.

In the latest SRM report, our experts take a hard look at the data that was gathered in our most recent survey to gauge the mindset of consumers on the driving factors behind brand loyalty and experience.

Topics covered include:

  • The reasons consumers join and stay with a financial institution 
  • Relative strengths of banks, credit unions, and neobanks
  • How purpose and corporate responsibility impact consumer preference
  • The evolution of channel preferences during unprecedented times

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Download The Report