It seems like a simple question that would be commonplace as we continue to embrace technology for our finances. It would seem reasonable to assume that banks have undertaken this unassuming exercise as they invest heavily into digital banking platforms and services. Yet few have and few really know what their retail customers want – at least that was our hypothesis.
In partnership with Tech Research Asia (TRA), we decided to investigate and test our hypothesis via a comprehensive research project. TRA surveyed over 2000 consumers in China, Hong Kong, The Philippines and Australia. We also asked over 100 individuals in face-to-face video interviews in Sydney, Manila, Shanghai and Hong Kong what they thought about their current digital banking experiences and what they want in future.