Australia Business Banking Customer Report 2024

Exploring what decision-makers at Small to Medium Enterprises feel about their bank | Publicis Sapient

The SME opportunity

Find out what Small to Medium Enterprises (SMEs) want from their Australian banks

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Where next for business banking in Australia?

With the business banking landscape continuing to evolve, we asked over 2,000 financial decision-makers at Small to Medium Enterprises (SMEs) how they feel about their bank, what services could be improved and what it might take for them to switch providers. The findings offer valuable insights for banking leaders as they look to meet customer expectations, shape competitive differentiation, and retain and grow their customers.

In this report we explore:

SME customers’ expectations of their banks
Opportunities for competitive differentiation
The triggers which may encourage customers to switch providers

The findings suggest a potential tipping point in attitudes to traditional banking, where an increasing cohort of SMEs are open to new experiences.

Tales Sian Lopes
Managing Partner, Head of Financial Services, Publicis Sapient, Australia

Read our insights into Australian Business Banking

Unlock exclusive insights from SME customers and elevate your digital transformation strategy.

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Speak to our Experts

Book a workshop with one of our financial services experts to share a deeper cut of the findings and provide analysis on how these trends specifically relate to your bank.
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Tales Sian Lopes
Managing Partner, Financial Services, Australia and New Zealand
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Andrew Lam-Po-Tang
Managing Director,Management Consulting, Australia and New Zealand
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