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May 2015 - Perspective - Doc # FI256252

Perspective: Canadian Consumer Usage and Satisfaction with Banking Channels — Consumer Survey Results

Authors: Lars Goransson, Robert Burbach, Robert Smythe
Abstract

This IDC Financial Insights Perspective looks at how Canadians use various banking channels and their level of satisfaction with each channel. Data was obtained via an online survey involving 1,000 respondents. Channels investigated involved branches, ABMs, online banking, call centres, mobile devices, and social media. Information on levels of satisfaction by channel was also gathered for each financial institution. The results provide a good overview of how various channels support the delivery of financial services in Canada.

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