Digital Banks Customers

Profiles And Preferences

Abstract

Digital banks are the fintechs with the highest visibility among the population. For some years now, they have sought to gain space with customers, providing virtually several services offered for decades by traditional banking institutions. Getting customers in an established market is challenging for these institutions, leading to a central question: what are the characteristics of digital bank customers? Thus, the objective of this research is to describe the profile of customers of digital banks. For that, 50 interviews were carried out, allowing to segment users and non-users of digital banks and identify, among other aspects, the reasons that lead them to use or not to use digital banks. It is concluded that the interviewees are mostly young, single and with incomplete higher education, and the services used are predominantly basic, such as bill payments and use of credit cards. Furthermore, the biggest perceived advantages were ease of use, investment options and absence of fees.