Aussies Favouring Website And Mobile For Banking
The proportion of bank customers using the internet via website and mobile to deal with their bank in an average four-week period has grown to 62.2 per cent, Roy Morgan found, with traditional branches used by 32.3 per cent, compared to 58.6 per cent and 35.5 per cent, respectively, two years ago.
Internet banking via website is the most popular option, however has declined marginally from 53.1 per cent in 2013 to 52.5 per cent, with mobile banking, the only area recording growth over the last two years, increasing from 26.2 per cent to 33.6 per cent.
Phone banking has declined from 18.9 per cent to 15 per cent, while the use of a personal advisor/banker has declined from 8.4 per cent to 6.6 per cent.
Website internet banking has the highest satisfaction level of 90.4 per cent, followed by mobile banking with 89.9 per cent, branch banking (88.4 per cent), personal advisor/banker (81.8 per cent) and phone banking (79.9 per cent).
Internet banking satisfaction levels are higher than overall customer satisfaction levels for all banks, with Suncorp having the highest level of 93.3 per cent, followed by the CBA (92.7 per cent), ANZ (89.9 per cent), St. George (88 per cent) and Westpac (87.9 per cent).
“With the rapid growth in internet banking, it will become more important that satisfaction with this channel will need to be monitored against competitors and with other methods for dealing with banks if this lead is to be sustained,” Norman Morris, Roy Morgan Research industry communications director, commented.
“A great deal of attention is currently being paid to overall satisfaction and advocacy across the banking industry, but this needs to be expanded to looking at satisfaction at the channel level as this is likely to impact overall satisfaction.”