Even though more people are using internet banking today than ever before, many still want to be able to speak to a representative of their bank on the phone, new research shows.
Internet banking users have increased to 42 per cent of banking customers from only 12 per cent in 2001, the research conducted by the Henley Centre and BT revealed.
However, 45 per cent of online banking customers still want to be able to speak to someone over the phone while they are using internet banking.
"Customers want instant access to the best products, advice and information," comments Gary Bullard, managing director of BT Global Services.
"A big challenge for banks is to replicate this quality of service and innovation across all channels, including the web and the phone."
A quarter of UK adults surveyed has been a victim of identity fraud or know someone whose identity has been stolen or misused, the research shows. However, only a third of them take action to prevent this from happening to them.
Internet banking shows more growth
Internet banking shows more growth
Mon, 24 Oct 2005
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