Connecting with Consumers Report Overview
From everyday payments to managing savings and investments, consumers are rethinking how they manage their finances. Economic uncertainty and rapid digital innovation are driving a transformation—one marked by growing reliance on online banking, mobile wallets, and AI-powered support.
So, how are consumers adapting their financial habits? And what do they expect from digital tools?
This report explores how U.S. consumers are navigating ways to manage their finances—and what it means for banks and financial institutions aiming to engage consumers today.
What's inside
- Banking Behaviour: Explore how consumers use and contact their financial institutions, why they do so, and how their banking habits have evolved over the last 12 months.
- Money Management: Explore how economic pressures are shaping spending habits, financial worries, and trust in digital money management tools.
- AI in Financial Services: Learn who’s using AI chat in banking, how comfortable they are with AI-powered advice, and what it means for future engagement.
About the Research
This research was conducted online via Accelerated Answers, Kantar’s agile survey platform for custom research, among 1,000 U.S. respondents sourced from Kantar’s Premium Panels. All interviews were conducted as online self-completion between 14 - 20 October 2025 and includes consumers ages 18–84 who hold an account with a bank or financial institution, balanced to be nationally representative by age, gender, and region.
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