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Infographic
Jul 11, 2022

service and support by the numbers

Discover the Real-World Importance of Your Fintech Provider’s Service and Support

JH-Brand-ServiceAndSupport-FY26-RDP-Infographic-ServiceAndSupportByTheNumbers-1420x900

Executive Summary

Your technology provider’s ability to deliver top-quality client service directly influences the success and stability of your financial institution, while poor support can lead to frustration, dissatisfaction, and a loss of confidence among your accountholders.


#1

Reason given for deciding to change core suppliers is customer service.1

76.5%

Number of financial institutions that rely on peer referrals when searching for a fintech partner.2

4.56/5

Score financial institution CEOs give the importance of technology provider service and support to their organization’s success.3

4.31/5

Score of the importance of a technology provider creating a positive working relationship with financial institution staff.4

54%/41%

Percentage of banks/credit unions that listed “Increase Operational Efficiency” as a strategic priority, which depends heavily on tech provider service, support, and allyship.5

42%

Percentage financial institutions stated that customer service was a reason they decided to change core suppliers.6

why change cores?

When financial institutions were asked for their top reasons for changing their core provider, the top three answers were related to service, relationships, and support.

Question asked: If you’ve completed a core conversion in the past three years or are planning to complete one within 24 months, what were the major reasons, other than cost?*

JH-Brand-ServiceAndSupport-FY26-RDP-InfographicChart-ServiceAndSupportByTheNumbers-1420x1370@2x

*Source: ABA 2024 Core Platforms Survey


Explore the high cost of poor tech provider service and support and the lucrative benefits of high-quality service and support in this infographic.


Sources:

  1. 2024 Core Platforms Survey, American Bankers Association, accessed October 27, 2025.
  2. 2025 Strategy Benchmark, Jack Henry, accessed October 27, 2025.
  3. 2025 Strategy Benchmark
  4. 2025 Strategy Benchmark
  5. 2025 Strategy Benchmark
  6. 2024 Strategy Benchmark
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