One survey offers a broad snapshot of customer attitudes towards bank-provided AI, human guidance, and digital banking preferences.
Based on a November 2025 survey of 14,000 adults* in Australia, Brazil, Canada, Germany, Hong Kong, Mexico, the United Arab Emirates, Singapore, Spain, the United Kingdom, and the United States on consumer banking attitudes, a global IT services and consulting firm has shared some findings on AI comfort levels, bank satisfaction, switching intent, security, and digital-banking preferences with the media.
First, 50% of respondents indicated they would have been comfortable using an AI service provided by their bank, while 50% indicated they would not; also, 58% indicated they would use AI for financial literacy; 52% for budgeting, 49% for retirement planning, and 47% for investment guidance.
Second, in terms of country-level differences in comfort with bank-provided AI, 76% in the United Arab Emirates, 64% in Brazil, 63% in Hong Kong, 61% in Mexico, 60% in Singapore, 52% in Spain, 47% in the United States, 42% in Australia, 39% in Canada, 38% in Germany, and 32% in the United Kingdom indicated they would have been comfortable with such a service. Overall, 86% of global respondents had indicated they were comfortable acting on human-advisor guidance, compared with 50% for AI guidance.
Other findings
Third, 80% of all respondents indicated they were happy with their primary bank, 9% indicated they were unhappy, and 25% indicated they were considering switching banks in the next 12 months; that switching intent rose to 34% among Gen Z and Millennials. Also:
- 82% of respondents indicated they were happy with their bank’s digital experience.
- 34% said they would not have been comfortable with a digital-only bank as their primary bank.
- 31% cited security as the area their bank needed to improve most.
- 54% said they had been targeted by fraud in the last 12 months.
- 47% said they would not have used online banking without scam warnings before making a payment.
- 46% said loyalty and status rewards would have helped make a bank a true partner.
According to Dennis Joosten, Head, Banking Practice (Europe), EPAM Systems, the firm that commissioned the survey, the data collection had been conducted to “separate signal from noise” and to help banks understand how consumer behavior around banking and AI has been changing.
* The report defined generations as Gen Z ages 18–27, Millennials 28–43, Gen X 44–-59, and Boomers 60–78. No other details of respondent profiles were provided. The US cohort had 5,000 respondents; the other surveyed markets had 1,000 respondents each, except Singapore and Hong Kong SAR, which included 500 respondents each. Not disclosed were the sampling frame, weighting approach, response rate, or question wording for individual findings. The findings are based on self-reported responses.
