News

Mercator issues ATM market benchmark report for 2014

The new report finds that, in many markets, added functionality at the ATM has made it a hub for self-service and assisted-service banking.

August 19, 2014

New research from Mercator Advisory Group, "2014 ATM Market Benchmark Report," reviews how the ATM channel around the globe has become the foundation for an increasing number of interactions between financial institutions and their customers and members.

"The migration of ATMs beyond simple cash-dispensing machines to become more interactive and full-featured self-service hubs continues unimpeded," said Ed O'Brien, director of the banking channels advisory service at Mercator and author of the report.

Highlights of the report include:

• examples of non-traditional functionalities in many global markets that have made ATMs the hub of self- and assisted-service banking;
• evidence from the Mercator CustomerMonitor Survey indicating of evolving trends in use of the ATM channel by consumers, including:
  • use of their home bank's ATMs compared with use of other ATMs and other means of getting cash
  • frequency of ATM use
  • use of mobile deposit
  • willingness to pay for ATM convenience
  • willingness to try teller-assisted videoconferencing
• market share of leading ATM deployers in the U.S. by type;
• examination of increased efficiencies as well as increased customer engagement and satisfaction;
• comparison of ATM growth rates in various world regions; and
• discussion of banks' investments in ATMs as part of a larger initiative of building a customer-centric omnichannel banking environment.

One of 21 exhibits in the report: