A new global study has confirmed what many banking customers already feel: their bank is fine just not exceptional.
The Banking Expectation Gap: Global Consumer Edition 2026, published by Celent (a GlobalData company) and commissioned by Temenos, surveyed 2,515 banking customers across North America, Europe, Latin America, Asia Pacific, and the Middle East and Africa between June and August 2026. The findings point to a clear, global pattern.
According to the study, 45% of customers describe themselves as only “moderately” satisfied with their primary bank, and another 28% report being slightly or not at all satisfied. In other words, nearly three-quarters of banking customers worldwide see their bank as adequate not exceptional.
The research found that 25% of customers have recently considered switching their primary bank. The top reasons, per Celent's data:
49% would switch for better rates and fees
40% want fee structures or rewards that reflect the length or size of their relationship with the bank
40% cite better online and mobile banking features
38% say a higher savings interest rate alone would be enough
Two areas stand out as the biggest sources of dissatisfaction, the study found: 53% of customers are dissatisfied with their bank's payment services (speed, reliability, real-time capability), and 39% are dissatisfied with security and fraud protection.
Per Celent's findings, customers are open to AI but on their own terms. 68% said they would use a conversational interface for banking questions, and most want AI to inform and advise (spending alerts, product suggestions, financial guidance) rather than take automated actions on their behalf. Privacy and data security was the top AI concern, cited by 47% of respondents.
The research is clear: people don't want less human banking, they want more relevant banking. They want to be recognized for their loyalty, offered guidance that fits their situation, and given fast, secure digital tools with a real person available when it counts.
This is the direction Nexus Groupe is building toward: stronger fraud protection, faster digital payments, and banking that reflects the actual relationship customers have with us not a one-size-fits-all product.
Source: Celent, “The Banking Expectation Gap: Global Consumer Edition 2026,” commissioned by Temenos (2026 Global Consumer Survey, 2,515 respondents).