The study opened on a notebook and a person sitting in front of it.

adesso Digital Commerce Study 2023

Quo Vadis Digital Commerce: What customers need and what financial service providers are doing about it

What do financial customers want

... and how can companies increase customer satisfaction?

Differences crystallise in all areas between the wishes of customers and the plans of financial and insurance providers. We have worked out these discrepancies within the framework of a gap analysis and derived recommendations for the work in marketing and sales. In the context of this study, we focus on four central areas that are closely related to banking and finance topics:

  • Sustainability
  • Services
  • Online versus offline
  • Customer acquisition and retention

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Over 1000 customers were surveyed about their purchasing behaviour with regard to financial and insurance products.

Over 300 decision-makers from the insurance and banking sectors were surveyed.

On the one hand, there is the questioning of financial customers about their satisfaction, their specific preferences as well as their wishes and motives. On the other hand, there is the company side with its marketing strategies aimed at achieving the highest possible customer satisfaction.

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This is what you can expect - table of contents of our Digital Commerce Study Finance:
  • Foreword
  • Study Design
  • Chapter 1 | Sustainability
  • Chapter 2 | Services
  • Chapter 3 | Online versus offline
  • Chapter 4 | Customer Acquisition and Retention 49 Conclusion (Executive Summary)
  • Socio-demographic data

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Do you have any questions?

Would you like to learn more about digital commerce, do you have any questions about our services, or would you like to know what options you have to provide your customers with a unique shopping experience? Then get in touch with us.


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