X

Thank you for sharing!

Your article was successfully shared with the contacts you provided.
During a recent evaluation of a group of banks on customer effort levels required to interact in areas like branch banking, mobile websites, customer assistance and online banking, the results showed that the 45 to 65 age group, the most frequent banker, exerted the most effort to bank online.

The underlying issue from our research was the measureable gap between the inconsistent online experience banks offer and the personal trust that baby boomers maintain with their local branch banker.

Earlier this spring, I led a study assessing customer effort and cross-channel customer experience in a group of West Coast-based banks. In addition to in-depth analysis of the banks’ digital channel such as public sites, online banking, mobile and contact center assistance, we visited more than 40 different branches in Arizona, California, Idaho, Utah and Washington. In that process, we spoke with hundreds of bank customers about their expectations, frustrations, and desires for easier online banking interactions.

Complete your profile to continue reading and get FREE access to CUTimes.com, part of your ALM digital membership.

Your access to unlimited CUTimes.com content isn’t changing.
Once you are an ALM digital member, you’ll receive:

  • Critical CUTimes.com information including comprehensive product and service provider listings via the Marketplace Directory, CU Careers, resources from industry leaders, webcasts, and breaking news, analysis and more with our informative Newsletters.
  • Exclusive discounts on ALM and CU Times events.
  • Access to other award-winning ALM websites including Law.com and GlobeSt.com.

Already have an account?

Dig Deeper

 

Credit Union Times

Join Credit Union Times

Don’t miss crucial strategic and tactical information necessary to run your institution and better serve your members. Join Credit Union Times now!

  • Free unlimited access to Credit Union Times' trusted and independent team of experts for extensive industry news, conference coverage, people features, statistical analysis, and regulation and technology updates.
  • Exclusive discounts on ALM and Credit Union Times events.
  • Access to other award-winning ALM websites including TreasuryandRisk.com and Law.com.

Already have an account? Sign In Now
Join Credit Union Times
Live Chat

Copyright © 2022 ALM Media Properties, LLC. All Rights Reserved.