CRANBURY, N.J.–A national survey has found that while Americans claim to trust their banks, confidence in these institutions is increasingly fragile, with consumers worried over cyberattacks, fraud, and AI-driven mistakes.
These findings were released as part of Integris’ 2026 Banking Trust and Technology Report, a dual survey of 1,000 US banking customers and 673 banking executives that reveals a widening gap between what customers expect and what banks say they can deliver.
“Our survey indicates that security is now the top driver of bank choice, outranking convenience and loyalty,” VP-Financial Institutions Division Cal Roberson said. “Yet customer confidence is conditional: two-thirds of Americans say they would consider switching institutions following a major breach. AI adds new uncertainty —more than half fear AI could block access to their funds, and many say they are unsure how AI is used in their banking experience.”
Key Findings
Key findings from the study include:
- 64% of banking executives lack visibility into total IT spending because costs are scattered among departments, vendors and legacy systems.
- 51% reported a significant email-based breach in the past year; 50% reported a mobile-related breach.
- 45% expect technology budgets to increase by 40% or higher, including some projecting 50–80% growth.
- 40% of customers say malicious attackers are their top banking-related concern, and 52% worry AI could mistakenly freeze their account.
The full report can be found here.
