For Financial Services Professionals

Primary Analyst Photo	Document Information	Rate this Document
	August 17, 2006 The Banking Channel Popularity Contest Consumer Preferences For Buying, Banking, And Service Interactions by Bruce D. Temkin with Eric M. Dolan, Peter Hult

This is an excerpt

Executive Summary

We examined the channels that consumers prefer to use when they interact with banks, looking specifically at eight different banking activities. Some key findings: The branch and the Web are the most popular channels for buying, the Web is the most popular for banking, and the branch is most popular for service interactions. When we looked closer at the preferences by generation, we also found that consumers under the age of 50 prefer to research a product on the Web, consumers of all ages prefer to open a new account in the branch, and consumers older than 40 prefer to view their account statements in the mail. Our analysis also uncovered differences across genders, such as the fact that males prefer using the Internet more than females do, and females prefer using the phone more than males do.

TABLE OF CONTENTS

• Preferred Channels For Interacting With Banks
• Examining Channel Preferences By Generation And Gender

WHAT IT MEANS

• Interesting Patterns In Channel Preferences
• Related Research Documents

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.