People prefer to bank online for increased customer satisfaction

Monday 19 May 2014 11:45 CET | News

Clients of financial institutions prefer using the banks’ websites for conducting operations, because it leads to an increased level of customer satisfaction, a new study reveals.

A recent report by research company Roy Morgan shows that The Commonwealth Bank was rated as providing the highest level of satisfaction for its online banking channels, with a 94% rate, followed by ANZ, NAB and Westpac, at an equal 90% level of customer satisfaction.

The results indicate that bank customers are more satisfied with internet banking through using the bank’s website, including though mobile or tablet applications. The automated and personal telephone banking services proved to be less satisfactory for the consumers.

The survey monitored the short and long term trends for overall customer satisfaction and analyzed the way bank customers engage via specific touch points, with differences in customer satisfaction depending on the channel being used.

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Keywords: customer satisfaction, online banking, financial institutions
Categories: Banking & Fintech
Countries: World
This article is part of category

Banking & Fintech

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