2023 Small Business Zelle® User Study
Key competitive intelligence!
Uncovering Zelle® for Small Business: Functionality and Customer Experience
Digital payments are a mass market product, and many small businesses ($100K- <$10MM in annual sales) are familiar with the benefits of online bill pay, ACH and wires. Today, while several financial institutions (FIs) have made Zelle® available via small business online and mobile banking, adoption growth continues to be slow. Additionally, many FIs are struggling with how Zelle® fits into their payment ecosystem. With a multitude of payment vehicles to choose from, Zelle® adoption may become stagnant among small businesses unless FIs can clearly educate their customers about the value proposition of Zelle®.
Barlow Research’s 2023 Small Business Zelle® User Study uncovers how six financial institutions are deploying Zelle® to small business customers by testing the functionality and customer experience of each institution’s mobile application.
YOU WILL LEARN...
- Key differences between offerings including transaction limits and fees
- Capabilities for sending, receiving and requesting money
- Customer experience highlights and pain points
The 2023 Small Business Zelle® User Study will evaluate these institutions (pending availability at the time of testing):
STUDY WILL ADDRESS THE FOLLOWING:
- Getting started with Zelle®
- Onboarding communications after enrollment has been completed
- Sending, requesting and accepting payments
- Security and authentication methods
- Transaction history analysis capabilities
THIS STUDY IS IDEAL FOR:
- Payments executives
- Digital teams
- UI/UX/CX specialists
- Customer journey owners
Please contact us
to schedule a phone meeting
The 2023 Finding & Protecting Business Deposits Study will pull data from our quarterly Pulse Study (fielded in early April 2023), our 2023 in Pursuit of Stability and Return Flash Panel Study (fielded in late April 2023) and our Customer Acquisition and Preventing Attrition Flash Panel Study (fielded in June 2023).
November 2023 Video/Audio webcast is available. Free to licensed clients in MyBarlow
Did you know that less than six middle market customers could equate to a potential $1 million revenue gain or loss to your bank?
Barlow Research’s Middle Market Banking Program provides the insights needed to drive your strategy and transformation initiatives.
Contact us to learn more.
Analyst's Journal - Nov 29, 2023
The attrition rate of customers within the middle market segment (companies with $10MM-<$500MM in...