普华永道：2015消费金融白皮书.pdf

Consumer lending Understanding today’s empowered borrower Experience Radar 2015 Contents Executive summary 1 Key findings 1 What it means 2 What consumers told us 3 The increasing preference for digital 3 Targeting younger borrowers 5 The role of mobile apps 6 Interest rate versus experience 7 Maximizing customer referrals 8 Financial advice can be a differentiator 9 Digging deeper–asset class specific findings 10 Meet your borrowers 10 Auto loans—key insights 11 Home loans—key insights 15 Student loans—key insights 20 Personal loans—key insights 24 What does it all mean? 28 Key implications for lenders 28 How can we help? 28 About our research 29 How we developed our insights 29 Who we surveyed 29 Why these consumers