For eBusiness & Channel Strategy Professionals

European Banking Customers Continue Migrating Away From The Branch

Branches Are Losing Their Role As The Heart Of The Customer Relationship

by Alexander Hesse, October 28, 2009

The number of consumers visiting branches each month is falling slowly but steadily across Europe. Branch users tend to be lower-value customers who use branches mainly for day-to-day transactions like depositing and withdrawing money. Although online . . .

For eBusiness & Channel Strategy Professionals

How UK Banking Customers Use Different Channels

by Benjamin Ensor, October 9, 2009

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 . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Online Banking Usage And Customer Journey For Financial Products  (439 KB PPT)

by Olesia Klevchuk, September 15, 2009

This highlight deck summarizes the key findings related to financial services from Forrester's European Technographics Benchmark Survey, Q2 2009. This is the third survey highlight in a series from the European Technographics Benchmark Survey, Q2 2009.

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Banking Online Survey, Q1 2009 (US)  (718 KB PPT)

by Corina Matiesanu, June 22, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics Banking Online Survey, Q1 2009 (US).

For eBusiness & Channel Strategy Professionals

How Italian Banking Customers Use Different Channels

by Vanessa Niemeyer, Ph.D., June 1, 2009

Italian banking customers' channel use differs from that of most other Western Europeans. While customers elsewhere in Europe migrate from the branch to the Web, branch use in Italy keeps growing and online banking use remains low. eBusiness and channel . . .

For eBusiness & Channel Strategy Professionals

How Swedish Banking Customers Use Different Channels

by Alexander Hesse, May 27, 2009

With only 12% of Swedish banking customers using branches, Sweden has the lowest branch use in Europe. Swedish banks have successfully migrated the majority of their customers to ATMs and online banking — 83% and 71%, respectively. When they move customers . . .

For eBusiness & Channel Strategy Professionals

Trends 2009: European Retail Banking eBusiness And Channel Strategy

The Financial Crisis And The Recession Have Changed Priorities For Executives

by Benjamin Ensor, May 12, 2009

Under the impact of the financial crisis and the recession, eBusiness and channel strategy executives at European retail banks will focus on retaining customers and increasing efficiency in 2009. In this environment, we expect to see eBusiness and channel . . .

For eBusiness & Channel Strategy Professionals

How Spanish Consumers Use Banking Channels

by Alexander Hesse, April 16, 2009

Age and Internet access continue to be the strongest predictors of channel choice in Spain. Branches are used by mainstream consumers, whereas online and telephone banking attract a niche of young, high-value Net users. Online banking adoption in Spain . . .

For eBusiness & Channel Strategy Professionals

How French Banking Customers Use Different Channels

by Vanessa Niemeyer, Ph.D., February 23, 2009

French banking customers remained true to the branch for a long time. In the past three years, however, the growth of online banking in France has finally started to draw customers away from use of their traditional channel — with online banking especially . . .

For eBusiness & Channel Strategy Professionals

How Dutch Banking Customers Use Different Channels

by Alexander Hesse, February 18, 2009

The Netherlands is the leader in online banking and ATM use in Europe. A whopping 95% of Dutch consumers use ATMs, and 78% use online banking at least monthly. Although no more than 14% use branches today, the long decline in branch use has stalled. With . . .

For eBusiness & Channel Strategy Professionals

How German Banking Customers Use Different Channels

by Vanessa Niemeyer, Ph.D., February 13, 2009

German banking customers tend to be adopters of either the Internet or the branch, with only a small group of people frequently using both channels. The migration of consumers from the branches to the Internet has regained speed as better educated, wealthier, . . .

For eBusiness & Channel Strategy Professionals

How German Savings And Investment Buyers Use Different Channels

by Vanessa Niemeyer, Ph.D., November 18, 2008

The economic climate in Germany has encouraged consumers to save more and shift toward more conservative savings and investment products. Germans show distinct channel behavior when researching and buying different savings and investment products. While . . .

For eBusiness & Channel Strategy Professionals

Building A Better Bank Web Site By Understanding How Consumers Choose A Bank

by Brad Strothkamp, November 18, 2008

Forrester has published a report to help financial service marketing leaders understand how consumers choose a checking and savings account provider. This report is also critical for eBusiness and channel strategy professionals. The basis for building . . .

For Consumer Product Strategy Professionals

How US Consumers Choose A Bank In A Crisis

Low Minimums And Convenient Locations Dominate Choice

by Brad Strothkamp, November 5, 2008

To better understand the current credit crisis and whether it affects deposit account sales, Forrester surveyed US online consumers who had recently opened a checking or savings account. Results show that traditional measures like low account minimums, . . .

For eBusiness & Channel Strategy Professionals

Driving Sales Through Banking Shops

How Lessons From Retail Can Make Bank Branches More Successful

by Vanessa Niemeyer, Ph.D., October 2, 2008

Banks have rediscovered their branch networks as a strategic sales channel and have renewed their focus on branch development. Innovative banks like Washington Mutual and Jyske Bank have taken retail stores as an inspiration and turned their branches . . .

For Enterprise Architecture Professionals

Bank Branches Are Here To Stay — But With Key Differences

High-Tech Will Drive High-Touch Banking

by Jost Hoppermann, September 19, 2008

An increasing number of banks are working on their long-term business and IT visions of the future, continually realigning their IT strategies. To help enterprise architects better understand the business and IT environment of the future, Forrester surveyed . . .

For eBusiness & Channel Strategy Professionals

High Touch Trumps High Tech When Switching Online Bill Payments

by Emmett Higdon, July 18, 2008

While US banks have successfully leveraged technology to simplify the account opening process, little progress has been made in using technology to help new customers easily move their online bill payment info over from their existing bank. The technology . . .

For Customer Experience Professionals

Bank Relationships Differ Across Ethnic Groups

by Bruce D. Temkin, June 30, 2008

Forrester asked nearly 5,000 US consumers about many aspects of their relationships with banks. We examined their feedback on overall customer experience and their satisfaction with Web, branch, and phone interactions, along with their plans to stay loyal . . .

For Consumer Market Research Professionals

Technographics® Insight: US Consumers Take To The Web For Some Banking Activities But Not Others  (214 KB PPT)

by Grey Held, June 12, 2008

This Technographics Insight takes a look at US online consumers¿ channel preferences for engaging in a variety of banking activities.

For Customer Experience Professionals

Case Study: How Credit Suisse Made Customer Experience Matter

by Craig Menzies, May 27, 2008

In 2004, Credit Suisse was struggling with poor customer satisfaction results and a lack of clear differentiation from its competitors. Enter a fledgling customer experience group started by three committed and passionate customer experience believers . . .

For Information & Knowledge Management Professionals

The Banking Industry Is Using Video To Better Meet Customer Needs

by Claire Schooley, January 30, 2008

Banks are beginning to use video to carry on business with customers remotely. Through branch office videoconferencing or video-enabled Web conferencing, banks conduct high stakes business: selling mortgages, advising on loans, discussing purchase and . . .

For eBusiness & Channel Strategy Professionals

How Canadians Rate Their Banks On Customer Advocacy

by Bill Doyle, November 15, 2007

Forrester's research shows that a key driver of deeper customer relationships is a trait we call "customer advocacy," the perception by customers that a firm has their best interests at heart. When Canadian customers rate their banks on customer advocacy, . . .

For eBusiness & Channel Strategy Professionals

Customer Advocacy 2007: How Customers Rate European Banks

by Benjamin Ensor, November 2, 2007

Customers who see their main bank as a customer advocate that does what's best for them, and not just what's best for its profits, are more likely to consider it for future financial purchases. On average, only 27% of Western European adults believe that . . .

For eBusiness & Channel Strategy Professionals

The UK's Nationwide Puts Its Members First

A Case Study In Experience-Based Differentiation

by Benjamin Ensor, August 15, 2007

In the late 1990s, the UK's Nationwide Building Society faced a challenge — many members were pushing the institution toward demutualization. Nationwide rebuffed this move by improving its customers' experience — changing its products, pricing, marketing, . . .

For Enterprise Architecture Professionals

Global Banking Platform Deals 2006: Vendors

We Identified A Strong Group Of Globally Successful Vendors In A Growing Market

by Jost Hoppermann, August 14, 2007

Forrester surveyed 14 vendors of globally deployed banking platforms on their 2006 deals. The outcome of the deal analysis? i-flex solutions and TEMENOS are still the power sellers. Two of the new survey participants, Polaris Software Lab and TCS Financial . . .