News

Most UK bank account holders want more from their FI

October 27, 2017

Research released earlier this month by NCR Corp. shows that 87 percent of U.K. consumers with personal bank accounts think banking services should be personalized to individual users. However, 43 percent said this was something their bank did not do.

Other findings:

• 94 percent of respondents said banking should be seamless across all devices and platforms, but only 18 percent strongly agreed that this was the case with their banking experience.
• 91 percent of respondents said banking should be innovative, but only 14 percent strongly agreed that their bank was innovative.
• 35 percent strongly agreed that banking services should work around their lives, but only 16 percent strongly agreed that their bank met this standard.

The survey confirmed that banking remains an integral part of consumers' day-to-day lives, as 95 percent of respondents said they interact with their bank in some way every week: 5 percent went into a branch; 57 percent used an ATM; and 89 percent banked online or via mobile app.

Finally, consumers are eager to try banking in new locations: 51 percent of respondents would be comfortable or very comfortable using banking services at an ATM in the future; 54 percent would be comfortable or very comfortable doing so at a high-end retailer when making an expensive purchase.

The survey of 1,013 U.K. bank account holders age 16 or older was commissioned by NCR and conducted by Prolific.ac in July.