Customer satisfaction with online-only banks seems to have dwindled as a result of the COVID-19 pandemic, according to a recent survey conducted by the Harris Poll. Community banks, credit unions and big banks, meanwhile, seem better poised to retain customers compared to their digitally native counterparts.

Nearly 18% of the Americans said they would likely change their primary financial institution, according to the survey. Online-only banks were more likely to lose customers, as 38% of their customers said they were likely to switch banks, compared to 18% for community banks, 14% for credit unions and 16% for big banks.

Online-only banks struggled to deliver customer satisfaction, dragging all the financial services sector along, the survey noted. Only 61% of online-only bank customers are satisfied with their bank’s response to the pandemic, compared with 74% of community bank customers, 73% of credit union members and big bank customers.

“We expected that online-only customers would be the most satisfied because they weren’t being asked to fundamentally change the way they were interacting with their bank,” Jack Sundstrom, chief product and marketing officer at ID Insight, which commissioned the study, said in a statement. “Something about the experience is falling short of expectations.”

Nearly 67% of U.S. customers were satisfied with their primary financial institution’s response to the pandemic, behind primary grocery stores at 80% and primary medical service providers at 70%, the report stated.

Harris Poll surveyed 2,048 U.S. adults online from June 18 to 22. The survey service is part of Harris Insights & Analytics, a global consulting and market research firm. ID Insight is a fraud intelligence platform that helps financial institutions fight identity fraud and account takeovers.

“The post-pandemic customer may have an entirely new set of banking expectations,” Sundstrom said. “Until those can be fully understood, the best course of action is to look for opportunities to reduce customer friction, especially in digital processes. For example, people should be able to apply for and make changes to accounts without getting tripped up by clunky identity verification and fraud solutions that can’t reliably tell a criminal from a good customer.”

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