September 9, 2005

How Dutch Consumers Use Banking Channels

This is the fifth document in the "Changing Banking Channels" series.

by Benjamin Ensor, Tim van Tongeren

with Cliff Condon, Martha Bennett

Executive Summary (This is a document excerpt)

Dutch banks have successfully pushed customers to self-service channels for simple transactions: 94% of Dutch consumers use ATMs each month, and 44% bank online. But with only 17% of customers visiting a branch each month — the lowest rate in Europe — Dutch banks are losing touch with their customers. Dutch banks should take advantage of the Netherlands' 50% broadband penetration to deploy technologies like chat that help create a personal touch with online customers and thus boost product sales.

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