Financial institutions see continued uncertainty

Make sure you evaluate your bias in decision-making as you rebalance digital demand with branch delivery.

In the early stages of the coronavirus pandemic, SRM surveyed financial institutions to collect their thoughts and initial reactions to the changes in customer behavior. A prior blog from March detailed the findings.

SRM surveyed financial institutions again over the summer on their current views, once they had had more time to assess how their offerings satisfied their customers’ needs at this moment. We received a larger response with a well-balanced mix between credit unions and banks, geographic locations and asset sizes.

The second survey’s results further prove the idea that financial institution leaders do not see the dust settling anytime soon and that the economy is far from returning to “normal.”


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