October 9, 2009

How UK Banking Customers Use Different Channels

This is the first document in the "How UK Consumers Use Financial Channels" series.

by Benjamin Ensor

with Alexander Hesse, Courtney Tincher

Executive Summary (This is a document excerpt)

The steady growth of online banking in the UK over the past decade is changing the way people use other banking channels. Half of UK adults still visit a branch each month, although the number of regular branch users has fallen. Banks' efforts to persuade customers to adopt self-service channels for routine interactions, thus releasing branch and call center employees for higher-value interactions, have stalled. eBusiness and channel strategy executives at the UK's banks need to continue right-channeling customers by encouraging them to use self-service channels for routine interactions, releasing branch and call center employee time for higher-value interactions like providing financial advice and selling products.

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