ATM Usage. Business ATM Business ATM Retail ATM Retail ATM

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Sheena Adams
8 years ago
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2 ATM Usage Business ATM Business ATM Retail ATM Retail ATM % 25% 23% 22% 17% 15% Bancography s Customer Service, Satisfaction and Loyalty tracking studies measure how often customers use the alternative channels ATM, Internet Banking and the Call Center. The frequency scale features seven choices, beginning at multiple times daily and ending at rarely using the channel at all. The significant changes from 2010 in the frequency of usage occurred at the middle range of the scale. Usage of the ATM, Internet Banking and speaking to a Call Center representative increased significantly for those who formerly accessed it once a week. They now reportedly use it multiple times weekly. Bancography s research found that those who utilized the ATM for transactions remained steady at 5 for consumers and about 33% for businesses since However, the rate of recurrence for both groups has tremendously increased, which bodes well for any associated fee income. While advanced function ATMs experience greater usage and frequency of visits, few institutions have invested in such expensive technology. Bancography expects that once more of these super ATMs are in production, usage and, most importantly, frequency will continue to increase. page 2

The frequency scale features seven choices, beginning at multiple times daily and ending at rarely using the channel at all.

3 Internet Banking Usage % Business Internet Business Internet Retail Internet Retail Internet % Consumers who use Internet Banking remained unchanged since 2010 at 36%. In that same time frame, roughly 4 of businesses reportedly utilized this channel. As with the ATM, the frequency of customers visiting the institutions websites has greatly increased. Comfort with the web, improved online banking platforms and the rise in Bill Pay usage were most likely responsible. 25% 25% 26% 22% 2 17% 14% 1 page 3

In that same time frame, roughly 4 of businesses reportedly utilized this channel.

4 Call Center Usage % 37% Business Call Center Business Call Center Retail Call Center Retail Call Center % 29% 28% 26% 24% 24% Bancography research also identified that approximately 2 of consumers and businesses speak to a telephone representative at the Call Center. This percentage has not varied since As with the other channels, the frequency of these calls has increased dramatically, especially for businesses. Unfortunately this escalation in utilizing Call Center agents results in increased personnel, which is expensive. See the chart below for Call Center channel usage % No alternative channel replaces another; the channels give the customer more avenues in which to transact. And they are using these alternative channels more often. 1 page 4

As with the other channels, the frequency of these calls has increased dramatically, especially for businesses.

5 ATM Retail Usage 5 ATM ATM % 23% 2 17% 1 1 9% 7% 5% 4% 3% Retail Retail Retail Retail Retail Retail Retail page 5

6 Internet Banking Retail Usage 5 Internet Internet % 25% 25% 2 17% 1 8% 9% 5% 6% 5% 4% Retail Retail Retail Retail Retail Retail Retail page 6

7 Call Center Representative Retail Usage 5 Call Center Call Center % 33% 29% 24% 2 14% 1 8% 6% 6% 5% 5% 5% 2% Retail Retail Retail Retail Retail Retail Retail page 7

8 ATM Business Usage 5 ATM ATM % 22% 2 15% 1 1 7% 7% 6% 6% 4% Business Business Business Business Business Business Business page 8

9 Internet Banking Business Usage 5 Internet Internet % 26% 22% 2 14% 1 1 8% 7% 5% 5% 3% 2% Business Business Business Business Business Business Business page 9

10 Call Center Representative Business Usage 5 47% Call Center Call Center % 26% 24% % 4% 4% 4% 2% Business Business Business Business Business Business Business page 10

24% 2 1 1 1 8% 4% 4% 4% 2% Business Business

11 Kimberly Clay Bancography (205) Alternative Channels: Increased Usage October 2012

2009 Credit Card Rewards Consumer Insights

2009 Credit Card Rewards Consumer Insights Key Insights 1. Membership in Credit Card Rewards Programs Decreases Among FI Members in 2009 Significantly less FI members report being a member of a credit