A study shows that the number of US customers who access online banking services at 10 most-visited online banks decreased in 2007 as compared to 2006. The number of customers who logged into a liquid deposit account (checking, savings, or money market account) registered an increase to 8.1 percent in Q4 2007, compared to a 9.5-percent growth rate in 2006.
In Q4 2007, the number of online bankers reached almost 47.3 million, reflecting a growth in comparison with the same period in 2006, when 43.7 million Americans logged on to a liquid online account. From Q2 2007 to Q3 2007, the number of internet banking customers who logged on decreased by almost 1 percent, the first quarterly decline that the industry faced in the past five years.
As far as customer satisfaction across financial service institutions is concerned, 72 percent of respondents (mostly in the younger age group of 24 to 44 years) declared that they are highly satisfied with services offered by banks, a 2 percent growth in number from 2007, 65 percent with services provided by credit card companies and 70 percent with brokerage firms' services.
Online banking customers are also interested in different new media services. 14 percent of respondents claim that they are interested in blogging, 25 percent are interested in chatting with the bank, 30 percent in personal financial management and 23 percent in having a widget that displays their account balance. The interest in mobile banking has grown to 25 percent in 2008, an increase by 2 percent from 2007. 61 percent of clients accessing mobile banking services claim that they would like to get account balance information via text messages and 57 percent by means of a mobile browser.
Nearly 53 percent had their financial statements delivered in a paperless format, while 46 percent prefer to have a hard copy of the statement for record-keeping and 38 percent want to have a paper bill as a reminder to make a payment.
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