Financial Services sites with engaged visitors and low loading times see less bounces and more content consumption. Measure what matters most to your customers to optimize your experiences for engagement, efficiency, customer satisfaction and ROI.
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Banking & Insurance
One in four (27.8%) sessions were impacted by frustration in 2022. Insurance sites frustrated more visitors than banking sites, with 1 in 3 (33.2%) sessions marred by friction.
With all this frustration in the customer journey, it’s hardly surprising that bounce rates for Financial Services sites rose in 2022 from 54.7% to 58.7%. In banking, they rose even more dramatically: from 55% to 60%.
Sites with faster loading times reduced bounces by 9.2 percentage points—from 56.6% when load time is over 2 seconds to 51.4% when less than a second
Good news: site load times decreased -9.1% year-over-year. However, some of the most popular pages had the slowest load times.
Activity measures how much visitors are interacting with content (with scrolls, swipes, clicks, hovers and typing)—and sites that generated higher activity from their visitors last year saw lower bounce rates and deeper sessions.
Desktop traffic accounted for 61.1% of traffic to Financial Services sites last year, but mobile web traffic drove 55.1% of new visits.
Those looking to switch their providers like to browse on their smartphones, but for more complex processes (e.g.: arranging loans, wealth management, retirement planning), most prefer using desktop.
The 2023 Financial Services Digital Experience Benchmark explores the entire customer experience to help you pin-point opportunities to improve your journeys, delight more customers and see real growth.
It’s what’s inside the customer journey that really counts. Our report includes everything digital teams need to know about and invest in—not just traffic, bounces and outcomes.
From executives and decision makers to team leads and CX pros, anybody at a Financial Services firm who needs strategic insights into how best to optimize digital journeys for efficiency, customer satisfaction and growth.
Get insights into improving your CX from top brands and Financial Services industry leaders.
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