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Overview:
Although a multi-channel strategy remains essential for financial service providers, many banks have been trying hard to move users from branches and the telephone to internet banking in order to take full advantage of lower transaction costs and the potential for innovative online marketing. Analysis of users' wants and needs shows that these banks are on the right track: internet banking is clearly as attractive to customers as to their banks - not least because of the convenience and speed of online channels and the dissatisfaction users feel with the quality of service from staff in outsourced call centres. Its survey supports this view, with 76% of respondents stating that they actively use online banking, and only 33% making use of telephone banking.
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| Format: | Size: | 404 KB | |
| Date: | Jun 2007 | ||
| Pages: | 8 |
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