According to a survey conducted by Statista among more than 50,000 consumers across 34 markets worldwide, consumers in general were satisfied with the customer services offered by their banks. According to the respondents, customer service was the third most important aspect of banking. The global customer service satisfaction rating stood at **** out of five, with Indonesia scoring highest at approximately *** index points. More in-depth information can be found in the 2025 global bank customer satisfaction survey

Banks employ various strategies to attract and retain their customer base, such as cheap overdrafts, in-credit interest and no withdrawal charges. While the number of new and active customers can be easily observed, customer satisfaction is trickier. Knowing how customers feel about the service received can help banks adjust to the dynamics of an increasingly competitive market. Customer satisfaction for leading banks in the UK According to the Which? customer satisfaction survey, as of November 2024, three digital banks, First Direct, Monzo Bank, and Starling Bank had the highest customer satisfaction score. According to the survey, 83 percent of these banks' customers were satisfied with the banks' services and products, and willing to recommend them to their friends. Investment in selected European countries Among the services that aim at making banking more customer-oriented and effortless is the current account switch service (CASS). CASS allows customers to change their bank account hassle-free, redirecting transactions and transferring payment arrangements. As of the second quarter of 2024, nine out of 20 banks observed increased their customer base following the CASS process. The highest gain-to-loss ratios were recorded by Danske Bank and Santander, gaining respectively 5.29 and 3.27 times more new customers than the ones lost to other banks.

According to a survey conducted by Statista among more than 50,000 consumers across 34 markets worldwide, bank customers in general were satisfied with their banks in 2025. Based on a rating's system of one being very dissatisfied and five being very satisfied, the global average satisfaction score was just below *, a slight decrease from the previous year's findings. Thailand and South Africa had the highest satisfaction scores, with **** and ****, respectively. More in-depth information can be found in the 2025 global bank customer satisfaction survey

*********** received the highest customer satisfaction score among the largest banks in the United States as of 2024, with a score reaching *** points out of 1,000. JPMorgan Chase, the largest U.S. bank, ranked second, and TD Bank and U.S. Bank followed, both above the industry average. Wells Fargo, Bank of America, and Citigroup received the lowest scores. Most important factors for bank customers worldwide According to a survey conducted by Statista among more than ****** bank customers across ** nations worldwide, trust is the most important factor when customers think about their banks. More than half of all respondents highlighted trust as the most important factor. Banks seem to understand this and put focus on increasing their trustworthiness, which can be seen by the high level of customer satisfaction with the trustworthiness of their banks. More in-depth information can be found Statista's global bank customer satisfaction survey. Largest banks in the U.S. There are several aspects to consider when determining the largest banks in the United States, but JPMorgan Chase consistently stands out as a leader. Across key financial metrics, such assets, market capitalization, market share, deposits, revenue, and net income, JPMorgan Chase tops the list. CET1 ratio and total capital ratio seem to be two of the few key performance indicators where JPMorgan Chase did not rank first in 2024.

Abstract

The Country Opinion Survey in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines assists the World Bank Group (WBG) in gaining a better understanding of how stakeholders in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines perceive the WBG. It provides the WBG with systematic feedback from national and local governments, multilateral/bilateral agencies, media, academia, the private sector, and civil society in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines on 1) their views regarding the general environment in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines; 2) their overall attitudes toward the WBG in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines; 3) overall impressions of the WBG’s effectiveness and results, knowledge work and activities, and communication and information sharing in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines; and 4) their perceptions of the WBG’s future role in Dominica, Grenada, St. Lucia, and St. Vincent and the Grenadines.

Geographic coverage

National.

Analysis unit

Stakeholder

Universe

Opinion leaders from national and local governments, multilateral/bilateral agencies, media, academia, the private sector, and civil society.

Kind of data

Sample survey data [ssd]

Sampling procedure

From February to May 2021, 576 stakeholders of the WBG in four OECS countries were invited to provide their opinions on the WBG’s work in their respective countries by participating in a Country Opinion Survey. In each country, participants were drawn from the Office of the President, Prime Minister/Minister; office of a parliamentarian; ministries, ministerial departments, or implementation agencies; project management units (PMUs) overseeing implementation of WBG projects; consultants/contractors working on WBG-supported projects/programs; local governments; independent government institutions; the judicial system; state-owned enterprises; bilateral and multilateral agencies; private sector organizations; the financial sector/private banks; private foundations; NGOs and community based organizations; trade unions; faith-based groups; youth groups; academia/research institutes/think tanks; the media; and other organizations.

Mode of data collection

Other [oth]

Research instrument

The instrument:

Response rate

29%

According to a survey conducted by Statista, the top four banks among the largest banks in Europe with the highest average customer satisfaction score came from the United Kingdom. HSBC UK and lloyds Bank received the highest satisfaction score from domestic customers, with an average customer satisfaction score of **** each, followed by NatWest and Barclays, with scores of **** and ****, respectively. The banks included in this ranking are the largest banks in Europe in terms of total assets.

In recent years, with the continuous improvement of the financial system and the rapid development of the banking industry, the competition of the banking industry itself has intensified. At the same time, with the rapid development of information technology and Internet technology, customers’ choice of financial products is becoming more and more diversified, and customers’ dependence and loyalty to banking institutions is becoming less and less, and the problem of customer churn in commercial banks is becoming more and more prominent. How to predict customer behavior and retain existing customers has become a major challenge for banks to solve. Therefore, this study takes a bank’s business data on Kaggle platform as the research object, uses multiple sampling methods to compare the data for balancing, constructs a bank customer churn prediction model for churn identification by GA-XGBoost, and conducts interpretability analysis on the GA-XGBoost model to provide decision support and suggestions for the banking industry to prevent customer churn. The results show that: (1) The applied SMOTEENN is more effective than SMOTE and ADASYN in dealing with the imbalance of banking data. (2) The F1 and AUC values of the model improved and optimized by XGBoost using genetic algorithm can reach 90% and 99%, respectively, which are optimal compared to other six machine learning models. The GA-XGBoost classifier was identified as the best solution for the customer churn problem. (3) Using Shapley values, we explain how each feature affects the model results, and analyze the features that have a high impact on the model prediction, such as the total number of transactions in the past year, the amount of transactions in the past year, the number of products owned by customers, and the total sales balance. The contribution of this paper is mainly in two aspects: (1) this study can provide useful information from the black box model based on the accurate identification of churned customers, which can provide reference for commercial banks to improve their service quality and retain customers; (2) it can provide reference for customer churn early warning models of other related industries, which can help the banking industry to maintain customer stability, maintain market position and reduce corporate losses.

According to a survey conducted by Statista among more than 50,000 consumers across 34 markets worldwide, consumers in general were most satisfied with the trustworthiness and digital services of their bank. Terms and conditions, which was the third most valued aspect of the banking service, scored the lowest satisfaction rate of **** index points. More in-depth information can be found in the 2025 global bank customer satisfaction survey.

Abstract

The 2017 Global FICP Survey tracks the prevalence of key policy, legal, regulatory, and supervisory efforts to advance financial inclusion and financial consumer protection, including: national financial inclusion strategies, nonbank e-money issuers, agent-based delivery models, simplified customer due diligence, legal frameworks and institutional arrangements for financial consumer protection, disclosure and transparency, fair treatment of consumers, dispute resolution, and financial capability. Financial sector authorities in 124 jurisdictions responded to the 2017 Global FICP Survey. The survey covers regulated financial service providers offering retail credit, deposit, and/or payment products and services. The reporting period was from November 2016 to June 2017.

Geographic coverage

The 2017 Global FICP Survey includes responses from 124 jurisdictions, representing 141 economies and over 90 percent of the world’s unbanked adult population.

Analysis unit

• Jurisdiction as defined by the remit of a financial sector authority.
• Country

Universe

Surveys were sent primarily to central banks and other lead financial sector authorities, and respondents were asked to consult with relevant agencies and submit a joint response.

Kind of data

Event/Transaction data [evn]

Mode of data collection

Internet [int]

Research instrument

The 2017 questionnaire covers selected issues within the following subtopics: - National Financial Inclusion Strategies (NFIS), - regulation and supervision of providers relevant to financial inclusion, - risk-based anti-money laundering and combating finnancing of terrorism (AML/CFT), - institutional and supervisory arrangements for financial consumer protection, - disclosure and transparency, - fair treatment, - dispute resolution, and financial capability.

The survey was conducted in English.

Here, all the data of research of multiple results include, linear regression, correlation, and descriptive statistic

CSI: Domestic Economic Situation: 60-70 Years Old data was reported at 67.000 Point in Jul 2018. This records a decrease from the previous number of 71.000 Point for Jun 2018. CSI: Domestic Economic Situation: 60-70 Years Old data is updated monthly, averaging 76.000 Point from Jul 2008 (Median) to Jul 2018, with 121 observations. The data reached an all-time high of 122.000 Point in Oct 2009 and a record low of 30.000 Point in Jul 2008. CSI: Domestic Economic Situation: 60-70 Years Old data remains active status in CEIC and is reported by The Bank of Korea. The data is categorized under Global Database’s Korea – Table KR.H030: Consumer Survey Index: The Bank of Korea: Consumer Sentiment Index.

Abstract

The survey was commissioned by the World Bank and it is aligned with the objectives of the World Bank's (WB) Global Program on Consumer Protection and Financial literacy that was launched in 2010. The aim of the WB program is to help targeted countries achieve better consumer protection in financial services. The WB initiative has targeted both public and private sector agencies, and has sponsored comprehensive research projects with the objective of finding the best solutions for each individual country/region. The survey focuses on financial services such as banking, insurance, microfinance in terms of credit, savings and payment systems, and was designed to identify the level of financial awareness and familiarity with financial services providers in the West Bank and Gaza. The survey also tried to identify appropriate methods for expanding consumer education and strengthening consumer rights in the West Bank and Gaza.

It is expected that the survey will support the objectives outlined by the Word Bank's Financial Governance/Consumer Protection in Financial Services Program. A major objective of this survey is to provide regional data for the World Bank's multi-national database. Thus, the inherent strengths of this initiative is that it will allow regional stakeholders the opportunity to draw upon both local and international data. Local, international, small and large-scale strategies can then be formulated by comparing the diagnostic reviews of local data to that of other survey countries. By learning from the successes and failures of other survey countries, more effective mechanisms for the improvement of consumer protection and financial literacy in the West Bank and Gaza can be established.

Geographic coverage

National

Analysis unit

Household, individual

Universe

The target population is comprised of all Palestinians of the age group 18 - 65 years old residing in the territories of the West Bank and Gaza.

Kind of data

Sample survey data [ssd]

Sampling procedure

The survey collected data from 2022 Palestinians in the West Bank and Gaza. The sample distribution was 66.8% West Bank and 33.2% Gaza Strip.

Sampling Frame

The sampling frame included all geographical locations in which the target population resides. The sampling frame was used to select the sample of locations for the survey. It also included the type of localities (urban, rural and refugee camps) and population size in each location. This information was taken into consideration in designing the survey sample.

The following table provides the distribution of Palestinian households by governorates according to data available on the Census of 2007:

Sampling Frame according to Number of Households:

Governorate Total Number of Households West Bank: Jenin 47,437 Tubas 9,004 Tulkarem 29,938 Nablus 59,663 Qalqilia 16,483 Salfit 11,103 Ramallah Al Bireh 52,834 Jericho 7,615 Jerusalem 70,434 Bethlehem 32,667 Hebron 89,919 Subtotal 427,097

Gaza Strip: North Gaza 40,262 Gaza 76,810 Deir Al Balah 32,083 Khan Yonis 43,203 Rafah 26,863 Subtotal 219,221

Total 646,318

The following table shows the distribution of Palestinian households according to type of locality:

Sampling Frame according to Type of Locality Type of Locality Number of Households

Urban 472,736 Rural 113,386 Refugee Camps 60,196

Total 646,318

The frame was divided into strata depending on the homogeneity of the divided parts as follows: A) Governorates: 16 in the West Bank and Gaza. B) The type of locality: city, village and refugee camp.

Sample Design and Type

Three Stage Stratified Cluster Sample of 2022 persons (2022 households). The sample design was as follows: 1. Stage one: selection a sample of 60 representative localities covering all strata. 2. Stage two: selection a random sample of Palestinian households from each location selected in the first stage. 3. Stage three: random selection of one person from each household using Kish table within the age group of 18 years old and above. Half of the sample will be male and half is female respondents.

Sample Size The sample size was 2022 persons from all Palestinian territories aged 18 years and above. Main regions covered by the sample are: the West Bank (excluding Ramallah), Ramallah and Gaza Strip. The sample was distributed as follows:

Region / # of Households

Ramallah and Al Bireh 350 West Bank 1000 Gaza Strip 672 Total 2022

The margin of error in the main key variables is approximately 2.5% on the entire sample size and it should be bigger in the detailed domains.

Sample Representation:

The researchers ensured that the sample is representative of the following during the field work:

1) Geographical representation: the sample distribution covers all governorates of the West Bank (including Jerusalem) and Gaza strip, thus provides a comprehensive geographical representation. 2) Economic Activity: in general, Ramallah and Al Bireh governorate is considered the economic and commercial center and thus was given a higher weight in the sample compared to the rest of the localities. 3) Economic Sectors: the sample covered different economical sectors such as employees of industrial, services and commercial sectors (usually in the main cities), workers in the agricultural sector (rural areas) and workers in the informal sector (mostly in Gaza). 4) Poverty levels: the sample covers poor localities as provided by statistics. In general, Gaza is considered poorer than the West Bank. Also, refugee camps and some localities particularly in North West Bank are considered poorer than the rest of localities and the above sample distribution provides coverage of such localities. 5) Age Groups: the sample covered all age groups above the age of 18. The reason behind selecting the starting age to be 18 is the fact that it is within this age that an individual is expected to become involved with financial transactions and thus will be dealing with financial services. 6) Gender: the sample was gender balanced; half of the respondents were males and half were females. This corresponds with the gender distribution of the Palestinian Territories. 7) Infrastructure: the sample covered central and remote localities to guarantee representation of poor versus good infrastructure and availability of services including financial services.

Mode of data collection

Face-to-face [f2f]

Research instrument

A standard questionnaire was previously developed by the World Bank and was adapted to the Palestinian context by Riyada Consulting. The questionnaire was also shared with local stakeholders such as the Palestinian Monetary Authority, USAID and other departments of the World Bank.

CSI: Domestic Economic Situation: 3-4 Million Won data was reported at 78.000 Point in Jul 2018. This records a decrease from the previous number of 87.000 Point for Jun 2018. CSI: Domestic Economic Situation: 3-4 Million Won data is updated monthly, averaging 78.000 Point from Jul 2008 (Median) to Jul 2018, with 121 observations. The data reached an all-time high of 116.000 Point in Oct 2009 and a record low of 26.000 Point in Dec 2008. CSI: Domestic Economic Situation: 3-4 Million Won data remains active status in CEIC and is reported by The Bank of Korea. The data is categorized under Global Database’s Korea – Table KR.H030: Consumer Survey Index: The Bank of Korea: Consumer Sentiment Index.

Abstract

The Country Opinion Survey in Azerbaijan assists the World Bank Group (WBG) in better understanding how stakeholders in Azerbaijan perceive the WBG. It provides the WBG with systematic feedback from national and local governments, multilateral/bilateral agencies, media, academia, the private sector, and civil society in Azerbaijan on 1) their views regarding the general environment in Azerbaijan; 2) their overall attitudes toward the WBG in Azerbaijan; 3) overall impressions of the WBG’s effectiveness and results, knowledge work and activities, and communication and information sharing in Azerbaijan; and 4) their perceptions of the WBG’s future role in Azerbaijan.

Geographic coverage

National

Analysis unit

Stakeholders of the World Bank Group in Azerbaijan.

Kind of data

Sample survey data [ssd]

Sampling procedure

From July 2023 to August 2023, a total of 127 stakeholders of the WBG in Azerbaijan were invited to provide their opinions about the WBG’s work in the country by participating in a Country Opinion Survey (COS). Participants were drawn from the Office of the President, Prime Minister, Minister, Office of a Parliamentarian, Government Institutions, Local Governments, Bilateral / Multilateral Agencies, Private Sector, Civil Society, Academia, and the Media. A total of 63 stakeholders participated in the survey.

Mode of data collection

Internet [int]

Research instrument

The survey was implemented in English and Azerbaijani languages. The English version of the questionnaire is provided as related material.

Response rate

The response rate was 50%

Comparing responses across Country Surveys reflects changes in attitudes over time, but also changes in respondent samples, methodology, and changes to the survey instrument itself. To reduce the influence of the latter factor, only those questions with similar response scales/options were analyzed. Additionally, this year, the COS project utilized a Pulse survey format, a shorter survey version conducted online by the BI team at the WBG. The list of respondents was identified and provided solely by the country team. Thus, this year’s survey saw an increased outreach to and response from stakeholders bilateral/multilateral agencies, and academia and a decrease in the number of government institutions respondents. These differences in stakeholder composition between the two years should be taken into consideration when interpreting the results of the past-year comparison analyses.

According to a survey conducted by Statista among more than 50,000 consumers across 34 markets worldwide, consumers in general were very satisfied with the digital services offered by their banks. Customers were asked to rate their level of satisfaction with the digital services of their bank on the scale of 1 - very dissatisfied to 5 - very satisfied. The global customer satisfaction rating stood at 4.11, with South Africa, Brazil, and Poland scoring highest. More in-depth information can be found in the 2025 global bank customer satisfaction survey

Models’ performance.

Customer satisfaction with primary banks in Spain remained relatively stable between 2019 and 2024. According to Statista's Consumer Insights, the share of bank account holders who were satisfied with their primary banks was ** percent in the fourth quarter of 2024, ***** percentage points higher than a year ago. Though satisfaction did not decrease, the share of customers willing to change primary banks rose during the same period.

The FR 3036 survey consists of a Turnover section and a section on Derivatives Outstandings. The Turnover section requests information on the monthly volume of transactions (turnover) in the foreign exchange cash market, the foreign exchange derivatives market, and the interest rate derivatives markets. The Derivatives Outstandings section requests data on outstanding contracts in the derivatives markets for foreign exchange, interest rates, equities, and commodities.

The Survey of Public Credit Registries was conducted by the World Bank in 1999-2000. 77 countries have participated in the survey, of which 40 indicated that they operated a public credit registry. The dataset contains responces to the survey regarding the nature of information collected and distributed by the Public Credit Registry, issues related to customer care and legal framework for credit.

Open Banking Systems Market Outlook

According to our latest research, the global Open Banking Systems market size reached USD 28.5 billion in 2024, reflecting the rapidly growing adoption of open banking frameworks worldwide. The market is expected to expand at a robust CAGR of 24.7% during the forecast period from 2025 to 2033, reaching a projected value of USD 217.1 billion by 2033. This substantial growth is primarily driven by regulatory mandates, increased demand for digital financial services, and the proliferation of APIs that enable secure data sharing between banks and third-party providers. As per our comprehensive analysis, the open banking ecosystem is poised to revolutionize the financial services industry by fostering innovation, improving customer experiences, and creating new revenue streams for traditional and non-traditional players alike.

A key growth factor fueling the Open Banking Systems market is the global regulatory push for greater transparency and competition in the financial sector. Regulatory frameworks such as PSD2 in Europe, the Consumer Data Right (CDR) in Australia, and similar initiatives in other regions have mandated banks to open their data to licensed third-party providers. This regulatory impetus is dismantling data silos and encouraging the development of innovative financial products and services. As a result, banks and fintech companies are increasingly investing in robust open banking platforms to comply with these mandates and stay competitive. The ongoing evolution of regulatory requirements is expected to further accelerate market growth, as financial institutions seek to leverage open APIs to enhance their service offerings and customer engagement.

Another significant driver of the open banking systems market is the rapid digitalization of banking services and shifting consumer expectations. Modern consumers demand seamless, personalized, and real-time financial experiences, which traditional banking systems often struggle to deliver. Open banking frameworks enable financial institutions to collaborate with fintechs and third-party providers, facilitating the creation of value-added services such as budgeting tools, payment initiation services, and account aggregation. This collaborative ecosystem not only improves customer satisfaction but also opens up new monetization opportunities for banks and non-bank entities. The integration of artificial intelligence and machine learning into open banking platforms is further enhancing the ability to deliver tailored financial solutions, thereby driving adoption across various market segments.

The proliferation of Application Programming Interfaces (APIs) and advancements in data security technologies are also pivotal in driving the Open Banking Systems market. APIs act as the backbone of open banking, enabling secure, standardized, and efficient data exchange between banks and third-party providers. Enhanced security protocols, such as OAuth and OpenID Connect, have addressed many concerns around data privacy and fraud, instilling greater confidence among consumers and institutions alike. Furthermore, the increasing adoption of cloud-based open banking solutions is providing scalability, flexibility, and cost-efficiency, making it easier for financial institutions of all sizes to participate in the open banking ecosystem. These technological advancements are expected to continue propelling market growth throughout the forecast period.

From a regional perspective, Europe currently leads the global open banking systems market, driven by early regulatory adoption and a mature fintech ecosystem. However, significant growth is also being observed in Asia Pacific and North America, where digital transformation initiatives and rising fintech investments are gaining momentum. The Asia Pacific region, in particular, is experiencing rapid adoption of open banking frameworks due to a large unbanked population, government-led financial inclusion programs, and the emergence of digital-native financial service providers. North America is witnessing increased collaboration between traditional banks and fintechs, spurred by consumer demand for innovative financial products and an evolving regulatory landscape. As open banking gains traction globally, regional dynamics will continue to shape the competitive landscape and growth trajectory of the market.