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Expanded ATM services a priority for consumers, survey finds

October 24, 2017

Consumers worldwide increasingly expect new and innovative services from their banks, according to new research from ACI Worldwide and YouGov.

The global online survey of more than 9,000 consumers in the U.S. and Europe identified three services that consumers want most from their current account providers:

• More than half of U.K. consumers (52 percent) would like to see more loyalty discounts and offers, followed by better security and fraud prevention (38 percent) and real-time banking services (36 percent).
• Nearly one-third of respondents in Italy and Hungary (30 and 32 percent respectively) want access to a greater variety of ATM services. In America, this figure falls to just over one-quarter (27 percent).
• Roughly one-quarter (26 percent) of consumers in France and exactly one-quarter each in the U.K. and the U.S. want greater control over their banking services. This could include the ability to temporarily deactivate elements of a service — for instance, to disable a payment card or set their own contactless limits.

Other findings:

• In Italy, almost half of consumers (47 percent) plan to switch account providers within the next 12 months, followed by 39 percent in Spain and 34 percent in France who plan to switch. In the U.S., the U.K. and Germany (65, 78 and 64 percent respectively), consumers seem more content with their current account provider and have no plan to switch.
• Fees for credit and debit cards and various other banking services are the biggest annoyance for consumers worldwide (U.S. 34 percent, France 52 percent; Hungary 53 percent).
• Consumers in all countries polled were largely unaware of real-time payment schemes to be launched in the U.S. and Europe. In France, 80 percent of consumers were unaware of the Pan-European Real-Time Payments Scheme that will go live in November. In the U.S., 81 percent of U.S. consumers have not heard about The Clearing House real-time scheme that will go into effect at the end of this year.

Total sample size was 9,372 adults, 1,002 in Italy; 1,010 in France; 1,152 in United States; 2,104 in Germany; 2,078 in the United Kingdom; 1,000 in Hungary; 1,026 in Spain. Fieldwork was undertaken between 25th May - 5th June 2017. The survey was carried out online. The figures have been weighted and are representative of all adults in each country (aged 18+).