August 20, 2009 (updated August 25, 2009)

European Online Banking Users Employ Few Features

Online Banking Is Mostly Used For Information And Routine Transactions

This is the first document in the "State Of European Online Banking 2009" series.

by Vanessa Niemeyer, Ph.D., Lauriane Camus

with Benjamin Ensor, Brendan McGowan

Executive Summary (This is a document excerpt)

The number of Europeans who bank online has grown by 30% from 69 million in 2006 to nearly 92 million in 2009. Despite that growth, the behavior of online banking users hasn't changed much. Checking account balances, looking at statements, and viewing recent transactions are still the most popular online banking activities in Europe. Functions like printing statements and setting up automatic payments are not much used. There are substantial differences in online banking functionality use across Europe, often due to underlying differences in banking and payment systems and habits. eBusiness executives should encourage their online banking customers to make more use of the available functionality, particularly around transactions.

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