Abstract
This IDC Financial Insights report goes through the current level
of satisfaction across delivery channels, showing that mobile banking has
lots of room for improvement while branch is still king.
The adoption of digital services continues to grow, and financial
institutions recognize the need to invest in this channel. While
there is currently little appetite for large transformation projects, the
ROI for digital services should appeal to most CIOs and
CFOs. Cost savings, improved efficiency, and strong security all play
to the strengths of digital services. As financial institutions' timelines
for recognizing payback for their investments continue to shrink, IDC
Financial Insights feels that cost/benefit analysis around digital services will
be favorable and worthy of budget dollars.
According to Marc
DeCastro, research manager, Consumer Banking, IDC Financial Insights, "Driving customers
to low-cost delivery channels while maintaining favorable satisfaction levels is
just good business. Satisfied customers stay with their financial institution
during both good times and bad times."
Table of Contents
- Financial Insights Opinion
- In This Report
- Situation Overview
- Channel Usage and Satisfaction
- What Is Going on with Mobile Banking?
- Where Bankers Should Be Investing in Digital Services
- New Account Opening
- Online Help and Chat Lead to Collaboration
- Budgeting and Reporting
- eStatement Delivery
- Product Selector Tools
- Importance of Digital Services to Customer Retention
- Consumers May Vote with Their Feet
- Opportunities Exist — Marketing Is Key
- Security Is a Given, Convenience Is True Value-Add
- Technology Platforms for Delivering Digital Services
- Current Development
- Future Development
- Technology Hosting Solutions
- Future Outlook
- Financial Institutions' Investment Horizon
- Essential Guidance
- Actions for Financial Institutions
- Actions for Vendors
- Learn More
- Related Research
- Synopsis
- Table: Digital Services Survey Respondents by Type and Country (Number of Respondents)
- Table: Digital Services Customer Opportunity by Country (% of Respondents)
- Figure: Global Bank Channel Usage and Satisfaction Rates by Country
- Figure: Investment Analysis: Filling in Satisfaction Gaps
- Figure: Level of Importance of Digital Services in Decision to Stay with Current Bank by Country
- Figure: Consumer Churn Due to Lack of or Poor Digital Services by Country
- Figure: Security as a Given: What Else Is Important About Digital Services
- Figure: Digital Services Platforms in Use by Region
- Figure: Digital Services Platforms Planned for Adoption by Region
- Figure: Digital Services Delivery Method by Region
- Figure: Banks with Plans to Increase Investment in Digital Services by Region, 2009–2011
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