25% of online banking customers 'want web chat'

Category: Ecommerce

April 15th 08, 09:03

Online banking customers are open to new media telecoms, a new report has indicated.

About a quarter of all financial services customers are open to the idea of talking to customer service representatives on the web, comScore's investigation discovered.

Meanwhile, 23 per cent expressed interest in receiving a social networking application or widget from their bank or building society that displayed their account balance.

The report found that growth in the number of customers enlisted by the top ten internet banks has begun to ease, with 2007's growth rate standing at 8.1 per cent compared to 9.5 per cent for the previous year.

Brian Jurutka, vice-president of the digital world analyst, said: "However, while consumers express an interest in these features, observed behavioural data shows a much lower adoption rate.

"This may be due to the fact that many banks have not yet developed capabilities to adequately match consumer expectations, which provides additional opportunities for banks to satisfy their customers."

In related news, recent research from Family Investments suggests that two-thirds of women would prefer to use the internet to manage their finances than other forms of financial service provision.

This news story was brought to you by Bluhalo, a leading UK digital agency.

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