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Bank performance vs. consumer expectations during COVID-19 in the U.S. 2020, by race

Between March and June 2020, 22 percent of Black Americans rated the services of their banks as below expectations, while only 12 percent of White Americans said the same. However, 27 percent of Black Americans said that their bank exceeded their expectations, which was true for 21 percent of White Americans.

Bank performance versus consumer expectations during COVID-19 in the United States in 2020, by race

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Source

In cooperation with
McKinsey
Release date

July 2020

Region

United States

Survey time period

March to June 2020

Supplementary notes

The respondents were sampled and weighted to match the general population of the U.S. by the source.

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