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|NCR Survey Highlights UK Consumer Expectations of Banks|
A survey of more than 1,000
Other key findings:
The survey also confirmed that banking remains an integral part of our day-to-day lives, with 95 percent of respondents claiming to interact with their bank in some way every weekii. Five percent of respondents went in to their bank branch at least once a week, while 57 percent used an ATM and 89 percent interacted with their bank online or via an app in the same timeframe. Indeed, 44 percent of customers consider whether a bank offers online banking as their top concern when selecting a new bank. As consumers increasingly shift away from interacting with their banks in person, it becomes increasingly important that banks find new ways to personalise their services via digital channels and provide a more engaging experience in their branches and on their ATMs to make sure their customers are completely satisfied.
Reputation remains a hugely important consideration for consumers – more
than one third of respondents (35 percent) rated a banks’ reputation as
one of the top three most important things about their bank. This may
explain why 98 percent of total respondents hold accounts with a
“traditional” high street bank, such as Lloyds,
Nonetheless, with new legislation such as the Second Payment Services Directive (PSD2) opening the market, it remains an important concern for banks to adopt the latest technology, to which 93 percent of respondents agreed or strongly agreed. But banks also need to keep an eye out for future trends as innovation is an expectation that 91 percent of respondents have of banks.
Finally, consumers are eager to try banking from new locations – 51 percent of respondents would be comfortable or very comfortable using banking services at an ATM in the future, and 54 percent would be comfortable or very comfortable doing so at a high-end retailer when buying expensive purchases.
NCR works with banks on a daily basis to help them provide seamless omnichannel services that put customers at the heart of the banking experience. In February of this year, NCR released a new line of ATMs, the SelfServ 80 Series, a new family of ATMs that will help banks change the way consumers interact with the ATM forever.
i Survey of 1,013 adults, 16+, conducted by
ii The survey measured the following types of interaction: online from a desktop/laptop computer, online from a tablet or mobile phone, via an app on a tablet or mobile phone, in person at a bank branch, at an ATM, on the telephone
iii Survey respondents could select multiple types of bank account
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