Innovation

Research reveals customers like ADTs

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August 10, 2020

Customer demand is the top reason banks should be deploying automated terminals or self-service terminals, according to a RBR study.

ADTs offer customers a range of benefits including quick and convenient transactions, easy access, reduction of in-branch wait time and instant account crediting.

International markets vary on the use of ADTs, according to a press release on the study findings. Customer demand is strong for the machines in cash-heavy markets such as Russia, where ADTs have been used for more than a decade, and Turkey, where more than nine out of 10 ATMs accept deposits. Customer demand is also high in the U.K., Germany and Canada, where cash usage is lower, but customer demand for efficient transactions is high.

The study revealed Indonesia and Italy have high cash-use, but low demand for ADTs due to customer mistrust in machines and concern for malfunctions, the reluctance to carry large deposits and a preference for face-to-face interactions with bank staff.

Belgium and the Netherlands showed low demand for ADTs, but there has also been a shift from using cash to conducting transactions digitally.

Deposit ADTs allow banks to save costs in a number of areas including wages and redeployment of staff and security, according to the release. Cash-recycling ATMs, in particular, help reduce cash management costs and by 2024, research indicated that approximately two thirds of deposit ATMs are expected to recycle cash by 2024.