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Survey: Indians are more likely to use mobile banking apps

Thursday 10 August 2017 00:24 CET | News

Avaya’s latest survey shows that more Indians are using mobile banking apps or going online rather than talking to a banking adviser for complex issues.

According to the findings, 26% of the Indian customers prefer to access services via banks website. The same number prefer mobile app rather than talking to an agent, compared to 19% in Australia, 21% in Britain and 24% in the UAE.

Oher key findings of the report are:

  • 58% of the Indian customers want to receive an alert message when there is a problematic or fraudulent transaction and 49% want to be alerted when their credit card is up for renewal (the highest percentage in all the surveyed countries);

  • The most important factor for the Indian customers is to have issues resolved on the first point of contact, with 37% saying they would change banks after a bad experience, second only to the UAE; 

  • 25% of the Indian consumers are likely to voice their complaints on social media platforms compared to 15% in the UK, while 44% would let friends and family know about their issues.

The survey, entitled “Customer Experience in Banking”, covered India, UK, Australia and the UAE and registered the answers of 5,000 respondents.


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Keywords: India, mobile banking app, online banking, fraud, credit card, UAE, UK, Australia, banking advisor
Categories: Banking & Fintech
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Countries: World
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Banking & Fintech