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Mar 2018 - IDC Perspective - Doc # US42101218

Current U.S. Consumer Survey: Online Banking Trends, Drivers, and Satisfaction Levels Show Widespread Acceptance and Maturity of Online Experience

Author: Marc DeCastro
Research Director, Consumer Banking

Abstract

This IDC Perspective discusses the findings of IDC Financial Insights' 2017 U.S. Consumer Banking Channel Preference Survey of U.S. banking and credit union members. This document focuses on our nationally representative U.S. respondents. Based on the results of this survey, we dive into various delivery channels, including ATM, branch, call center, mobile, online, and social. This document specifically focuses on the online experience and how customers interact with and feel about their financial institution's web presence.

"Online banking continues to hold its own as a mature solution that customers are happy with, but that does not mean there is nothing left for banks to do," says Marc DeCastro, research director at IDC Financial Insights. "While the experience of online from a customer's standpoint is good, banks can no longer look at online as a spot solution and must integrate their web strategy with their entire digital transformation strategy. This includes providing one platform that allows customers to pick and choose their channel and integrates the bank employee's experience to mimic that of the customer. Improving the overall digital experience starts with providing more actionable advice, and the web is a perfect place to provide more detailed information and advice."

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