The consumer’s after-purchase experience is a critical but often overlooked touchpoint that directly impacts customer loyalty, operational costs, and lifetime value. It creates opportunities for financial institutions (FIs) to offer innovative digital-banking features to improve customer loyalty and reduce friction.
This report examines what consumers want from their banking apps after they make a purchase and what FIs stand to gain by delivering it. It is based on a Q4 2025 Datos Insights survey of 3,576 consumers who had used mobile banking applications in the past six months or actively use subscription services
Clients of Datos Insights’ Retail Banking & Payments service can download this report.
This report mentions Mastercard and Visa.
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