- Research identifies customers’ preferred bank services as bank branches become digitally transformed.
- Top two services are: joined-up customer service – online and in-branch and instant card issuance.
MUNICH, Germany, 01 March, 2017 – Newly commissioned research from Matica Technologies shows that collecting, renewing or replacing debit and credit cards in the bank branch is in consumers’ top two preferred bank services as banks continue to develop their digital transformation. The service comes second to a customer service that seamlessly connects online and in-branch queries.
The research, carried out by independent market research company, MindMetre ,interviewed consumers in the UK, France, Germany and Spain about their interest in continued services delivered through the bank branch in a digital age. A majority (67%) of respondents – aged 18 – 65+ – said they wanted to continue to access branch services, but they expected digital transformation to deliver new levels of automation, co-ordination between online and in-branch queries, and improved support for in-branch advisors.
“As European banks continue their journey through transformation programs, understanding the outcomes of our research identifies the routes to satisfying customers’ needs. Similarly, I think partners, associates and systems integrators will find the conclusions a valuable base of knowledge,” said Sandro Camilleri, CEO, Matica Technologies AG.
“Our respondents say that the preferred services influence their ultimate choice of bank so there are clearly winners and losers in this equation. It suggests that those retail banks taking heed of these findings will not only remain firm favorites and lead the market but will save substantial money, too.
“It’s also fascinating to learn that, contrary to popular opinion the future of banks is not digital pureplays for most of us, but does involve a gear change in the omnichannel delivery of banking services.”
 Online fieldwork carried out by independent research organization MindMetre (www.miondmetreresearch.com) during October 2016. Sample: 1,000+ consumers in each of UK, France, Germany, Spain; national representation by age, gender, region, social group.