Digital Platforms: The Main Channel for Banking Operations

It is a fact, it is increasingly necessary to get closer and to know in depth the needs of consumers. That's why, together with Mercoplus Latam, we carried out the study LATAM BANKUSER 2023: DNA of the user experience in digital banking. In this note, we tell you the main conclusions.

In today's fast-paced digital world, applications are the preferred medium for banking operations, becoming a universal and massive option chosen by everyone. Comfort is the main driver behind this choice, allowing for simple and fast operations that adapt to our hectic pace of life.

 4 out of 10 digital bankers use only Mobile Banking (APP) to consult/work with your bank 

Online banking also plays an important role, especially among younger people and those with medium and high levels of education.

Users of digital platforms tend to frequently make balance inquiries, bank transfers and service payments. As educational attainment increases, the holding of debit and credit cards also increases, along with the willingness to purchase banking products digitally.

The debit card is the product chosen by 65% of the respondents, with a higher incidence on over 45 years of age and at the highest educational levels 

Overall satisfaction with digital platforms is high, with service scores higher than 4 on a scale of 5. Although the majority would not choose to switch banks to a better digital platform, a notable percentage (4 out of 10 digital banking users) would consider this possibility if they were presented with a proposal that would raise the current quality.

The use of social networks for banking operations is emerging, but the current and future readiness for their adoption as an operating channel remains low.

In short, the interaction with digital platforms has generated significant transformations in the way in which we carry out banking operations. Banks must remain agile in this constantly evolving environment, constantly pursuing improvements to meet the changing expectations of their customers.

Access the full report From here