Customers happier with digital banking experience

According to a new survey, customer satisfaction with digital banking services has improved significantly over the last 12 months.

The SAP 2017 Australian Digital Experience Report revealed that customers are happier with digital banking services, with respondents giving the banking sector a positive score of 7, a marked improvement from last year’s disappointing score of -9.

The report attributed the banking sector’s improved score to increased investment in user technology.

“With an overall score of 7, the banking sector achieved one of the biggest improvements compared to last year’s study by making significant investments in enabling customers to engage wherever, whenever and however suits individual customers,” the report reads.

The report also noted that while the retail groceries industry received the highest industry score (10), respondents believe that digital banking services are more accessible, integrated, cohesive and secure.

“The retail groceries industry received the highest digital experience score for the majority of the attributes; however, banking outperformed in allowing customers to interact any time, providing a cohesive, integrated experience, being safe and secure, and fitting in with customers’ lives.”

Breaking down the channels per industry, respondents were most satisfied with the banking sector’s websites (57), followed by ATM services (54), mobile apps (46), mail (27), social (3) and web chat services (2).

[Related: ANZ appoints US innovation heavyweight]

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Charbel Kadib

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