The banking industry is constantly evolving, with consumer expectations driving much of the change. Today, customers are looking for a mix of self-service and employee-assisted banking channels, expecting a seamless and consistent experience across both digital and physical platforms. In response to these changing demands, financial institutions are working to balance human interaction with digital innovation to earn the trust of their customers. Forbes partnered with market research company Statista to survey over 49,000 people across 33 countries to identify the World’s Best Banks based on factors such as trustworthiness, terms and conditions, customer service, digital services, and financial advice.
One bank that stood out in multiple countries was the ING Group, which ranked No. 1 in Australia, Germany, Poland, and Spain. ING prides itself on its customized accessibility to customers, offering a mix of digital channels and human contact to meet the needs of its clients. In Germany, the bank focuses on relationship management and sector expertise for corporate clients. Meanwhile, the Zurich Cantonal Bank in Switzerland earned the top spot in that country by offering stability and profitability over its 150-year history, proving to be a reliable partner during difficult times, such as the recent pandemic.
In Mexico, Banregio has captured the attention of customers by focusing on supporting the local economy and providing personalized solutions for entrepreneurs. In the United States, both national and international banks like USAA and Capital One topped the rankings, along with regional banks like Gate City Bank in North Dakota and Heartland Bank in Illinois. These smaller banks also prioritize community engagement and personalized service, offering clients a high level of accessibility and a commitment to sound banking practices.
Overall, the World’s Best Banks of 2024 have managed to strike a delicate balance between traditional customer service and digital innovation, earning the trust and satisfaction of their customers. By offering a mix of self-service and personalized assistance, these banks are able to meet the evolving needs of today’s banking consumers. As the financial industry continues to evolve, it will be crucial for banks to adapt to changing consumer expectations and technological advancements to remain competitive in the market.
