The Business Banking Customer Experience Report
The Business Banking Customer Experience Report
Last updated on: April 16, 2025
Find Your Bank's CX Gaps & Transform Your Customer Journeys
Are you losing business banking customers/members to frustrating onboarding experiences? Our latest report reveals that 1 in 4 businesses abandon the process before ever using the banking product they signed up for!
OvationCXM's Business Banking Customer Experience Report reveals more eye-opening insights like this, uncovering what businesses expect from their financial services provider, the frustrations that irk them most and ways to close the gap. From onboarding friction to siloed legacy systems and disconnected data and teams, you’ll learn critical pain points—and strategies to solve them.
About The Business Bankers
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Download OvationCXM's Business Banking Customer Experience Report to Learn:
- Why 1 in 4 businesses abandon bank onboarding
- Top frustrations during onboarding and customer support
- How long will businesses wait for support before they walk away
- Service frustrations that lead to abandonment, and the bank products most affected
- What businesses think about AI voice and chatbots in customer service
Find Hidden Opportunities In Business Banking Insights
Disconnected banking journeys are more than an inconvenience—they’re a missed opportunity to retain business customers and win a greater share of their wallets.
- 33% would give more business to their primary financial institution if it simplified activation and onboarding processes.
- 38% of businesses want proactive recommendations for other banking products and services, but only 44% strongly feel their banking provider knows their needs.
How to Improve CX for Your Customers
OvationCXM's Business Banking Customer Experience Report empowers you with specific insights to improve your bank or credit union's customer journeys.
• What’s working?
• What needs improvement?
• What do business banking customers value most?
• What should be your top onboarding and support journey priorities?
Get banking CX insights you can't find anywhere else from this powerful research. Learn exactly where and how to start optimizing your customer journey orchestration to win in today’s competitive financial services industry.