Payments AssociationM Continuum 2020 Consumer Banking Report

Share this post

Whether you’re a FinTech challenger or an established global bank, the landscape for finance has undeniably transformed, and with it, so have customer expectations. In this report, we unveil survey responses from 4,500 people across key banking regions, including the United Kingdom, United States, Hong Kong and Singapore to provide insights into customers’ evolving behaviors, expectations and motivations. Our experts uncover key findings that highlight the major shifts in banking consumption while providing next steps that neobanks and traditional banks can take to retain and attract new customers in a constantly evolving landscape.


​are reassessing their banking needs in response to COVID-19.

​use a neobank as their sole account.

of 18-44-year-olds are open to innovation​.

​are happy with their bank.

​is a key decision factor, with 63% of participants citing trust as a reason for choosing their primary account.


Read our exclusive report to gain a rich and detailed understanding of today’s banking customers and learn answers to questions like:

  • How satisfied are consumers with their banks and why?​
  • Which channels do today’s banking customers prefer?​
  • How willing are customers to switch banks and what would drive them to do so? ​
  • Has COVID-19 impacted banking needs and attitudes and, if so, how? ​
  • How are consumers responding to the growing number of new digitally-focused banks, or neobanks, in the market, and what are the implications? ​
  • Where are the opportunities to deliver the next generation of banking services?

Download the full report:

More To Explore


Are you a member of The Payments Association?

Member benefits include free tickets, discounts to more tickets, elevated brand visibility and more. Sign in to book tickets and find out more.


Log in to access complimentary passes or discounts and access exclusive content as part of your membership. An auto-login link will be sent directly to your email.

Having trouble signing?

We use an auto-login link to ensure optimum security for your members hub. Simply enter your professional work e-mail address into the input area and you’ll receive a link to directly access your account.

First things first

Have you set up your Member account yet? If not, click here to do so.

Still not receiving your auto-login link?

Instead of using passwords, we e-mail you a link to log in to the site. This allows us to automatically verify you and apply member benefits based on your e-mail domain name.

Please click the button below which relates to the issue you’re having.

I didn't receive an e-mail

Tip: Check your spam

Sometimes our e-mails end up in spam. Make sure to check your spam folder for e-mails from The Payments Association

Tip: Check “other” tabs

Most modern e-mail clients now separate e-mails into different tabs. For example, Outlook has an “Other” tab, and Gmail has tabs for different types of e-mails, such as promotional.

Tip: Click the link within 60 minutes

For security reasons the link will expire after 60 minutes. Try submitting the login form again and wait a few seconds for the e-mail to arrive.

Tip: Only click once

The link will only work one time – once it’s been clicked, the link won’t log you in again. Instead, you’ll need to go back to the login screen and generate a new link.

Tip: Delete old login e-mails

Make sure you’re clicking the link on the most recent e-mail that’s been sent to you. We recommend deleting the e-mail once you’ve clicked the link.

Tip: Check your security policies

Some security systems will automatically click on links in e-mails to check for phishing, malware, viruses and other malicious threats. If these have been clicked, it won’t work when you try to click on the link.

Need to change your e-mail address?

For security reasons, e-mail address changes can only be complete by your Member Engagement Manager. Please contact the team directly for further help.

Still got a question?