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September 9, 2005 How Dutch Consumers Use Banking Channelsby Benjamin Ensor, Tim van Tongeren with Cliff Condon, Martha Bennett |
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Executive Summary
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.
This is an excerpt
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