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  "documentTitle": "Banking Consumer Study 2025",
  "authorId": "Accenture",
  "authorName": "Accenture",
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      "text": "60% of customers want relationship-based rewards, but only 45% are satisfied with what they receive",
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      "text": "60% of customers want relationship-based rewards, but only 45% are satisfied with what they receive",
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      "text": "customers wanting relationship-based rewards: 60%",
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      "kind": "paragraph",
      "text": "The take-away? Rates and fees are not long-term differentiators. Competing on price alone is unsustainable. To build deeper relationships, banks need to offer meaningful rewards. Our research shows that 60% of customers want relationship-based rewards, but only 45% are satisfied with what they receive, creating a 15% gap between expectations and reality. Even among digital bank customers, there is a gap of 12%, proving that banks across the industry have room to improve. So the goal is to fill those gaps, but not with cookie-cutter solutions. Rewards are not the same as loyalty programs. The opportunity lies in creating benefits based on customers' individual needs, preferences and the depth of their relationship with the bank.",
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