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Diebold research: Consumers expect more from FIs

October 2, 2013

Customers of financial institutions want more advanced technologies and more personalized, secure and convenient service, according to new research from Diebold Inc. In a news release, the company said its findings were helping FIs to strengthen customer relationships through an ideal banking experience.

Diebold partnered with Lextant, an "ideal experience" consultancy, to carry out research with more than 100 consumers in eight countries. The company built upon successive layers of research, combining in-depth interviews, observational exercises and experiential testing.

"Most banks and credit unions know consumers want more advanced banking technology than what is currently offered," said Frank Natoli, Diebold executive vice president and chief innovation officer.

"But our research goes deeper to identify specific gaps, with more personalized, secure and convenient relationships topping the list of consumers' expectations."

Also among the survey findings:

• consumers expect financial institutions to adopt new technology faster, especially because advanced functionalities are so readily available in other industries;
• respondents perceived a significant gap in the delivery of real-time accuracy of account information across banking channels — for example, depositing a check via a mobile device and seeing that balance immediately at an ATM;
• customers expressed frustration with inconsistencies among channel interfaces, especially in accessing their accounts online and via mobile devices.

"Consumers are accustomed to technological conveniences in many aspects of their lives, and they expect their banking experiences to mirror how they interact with other technologies," Natoli said.

Read more about trends and statistics.

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Diebold Nixdorf

As a global technology leader and innovative services provider, Diebold Nixdorf delivers the solutions that enable financial institutions to improve efficiencies, protect assets and better serve consumers.

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