---
title: "The 2023 digital field guide: what consumers want from digital banking"
---

[![mc--logos@2](https://hs.ethoca.com/hs-fs/hubfs/Website%20icons%20and%20images/mc--logos@2.png?width=123&height=77&name=mc--logos@2.png "mc--logos@2")](https://www.ethoca.com/)

[![new-logo-HS-1](https://hs.ethoca.com/hs-fs/hubfs/new-logo-HS-1.png?width=700&height=239&name=new-logo-HS-1.png "new-logo-HS-1")](https://www.ethoca.com/)

![Digital Field Guide Header-01-2](https://hs.ethoca.com/hs-fs/hubfs/Digital%20Field%20Guide%20Header-01-2.png?width=2000&height=578&name=Digital%20Field%20Guide%20Header-01-2.png "Digital Field Guide Header-01-2")

What do consumers really want from digital banking?

Consumers want seamless, user-friendly, real-time connected digital experiences for everything from ordering a coffee to booking a flight, tracking reward points or checking statement balances - from any device, anywhere. As a result, the need to meet these expectations is an ever-growing challenge for both merchants and issuers. 

![fieldguideemailimage9](https://hs.ethoca.com/hs-fs/hubfs/fieldguideemailimage9.png?width=399&height=100&name=fieldguideemailimage9.png "fieldguideemailimage9")

## Issuers and merchants take note... Consumers globally are ready for a new digital experience

Monitoring consumers' fast-changing interests in how they want to engage in today's digital environment is critical. Issuers and merchants that meet consumers' digital expectations are rewarded with customer loyalty and deeper levels of engagement. It's why Ethoca and Aite-Novarica have collaborated on a survey to identify consumers' latest attitudes, usages and preferences regarding digital banking services that give consumers more flexibility and control in their interactions with merchants.  
   
Download our report to read the results of our survey with 4,523 consumers from eight countries across America (the U.S. and Canada), South America (Brazil), Europe (Germany, Spain, and the U.K.), and the Asia-Pacific (Australia and Singapore).

## Download the report

![fieldguideemailimage3](https://hs.ethoca.com/hs-fs/hubfs/fieldguideemailimage3.png?width=668&height=500&name=fieldguideemailimage3.png "fieldguideemailimage3")

of consumers will switch or consider switching banks to get the features they want

![fieldguideemailimage4](https://hs.ethoca.com/hs-fs/hubfs/fieldguideemailimage4.png?width=682&height=500&name=fieldguideemailimage4.png "fieldguideemailimage4")

of consumers said digital banking tools and features must be intuitive and easy to use

![fieldguideemailimage5](https://hs.ethoca.com/hs-fs/hubfs/fieldguideemailimage5.png?width=684&height=500&name=fieldguideemailimage5.png "fieldguideemailimage5")

of consumers would prefer a digital receipt or a digital and paper receipt

![fieldguideemailimage6](https://hs.ethoca.com/hs-fs/hubfs/fieldguideemailimage6.png?width=706&height=500&name=fieldguideemailimage6.png "fieldguideemailimage6")

of consumers are interested in new digital banking features to manage their subscriptions 

![fieldguideemailimage11](https://hs.ethoca.com/hs-fs/hubfs/fieldguideemailimage11.png?width=412&height=425&name=fieldguideemailimage11.png "fieldguideemailimage11")

## How to create a next-gen digital experience 

- **Go where your customers are** which is online and often in their digital bank channels
- **Create easy and intuitive experiences** which adds to and complements existing habits, vs. trying to establish new ones altogether
- **Deliver value** for people who use their digital tools to better manage their finances and purchases to help them meet their goals
- **Personalize the experience,** since issuers and merchants have access to transaction history and patterns, tailored offers are expected by customers 

## Get in touch!

If you are ready to take the next step we're here to help.

[![Contact us](https://no-cache.hubspot.com/cta/default/464903/bbbe473e-7e83-4da8-baa8-57d7e0fbd340.png)](https://cta-redirect.hubspot.com/cta/redirect/464903/bbbe473e-7e83-4da8-baa8-57d7e0fbd340)

![fieldguideemailimage15](https://hs.ethoca.com/hs-fs/hubfs/fieldguideemailimage15.png?width=433&height=300&name=fieldguideemailimage15.png)

© 2025 Ethoca. All rights reserved.  
© 2025 Mastercard. All rights reserved.  
Mastercard is a registered trademark, and the circles design is a trademark, of Mastercard International Incorporated.

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