questionnaire about internet banking during Covid-19
Answers
Explanation:
The coronavirus may have highlighted the need for more and better digital banking. But consumer demand for remote transactions –– and frustration with traditional processes –– was high long before safety concerns entered into the equation.
For example, a November 2019 survey found that 77% of low- and middle-income customers said a better mobile experience elsewhere would influence their decision to leave their original bank. To compare, 63% would be influenced by lower fees, and a paltry 28% would make the switch for more branches or ATMs.
This shouldn’t come as a surprise. Broken digital journeys are incredibly frustrating. Customers who begin their journey on an online channel expect to finish the process online, but they are frequently redirected to other channels or a physical branch.