Self-Service, ATM, and Other Channel Banking: Omnichannel Experience Needed, the
latest report from Mercator Advisory Group, is the last in a series of
eight consumer survey reports based on late 2012 data. This research
examines consumer trends in self-service banking adoption by methods for
check deposits, use of self-service channels compared to traditional
channels, and interest in new, self-service technologies. The study also
addresses next-generation ATMs with
no-envelope deposits as well as
consumers' interest in other financial services using ATMs and their
interest in teller-assisted videoconferencing for banking transactions.
The report findings are based
Mercator's CustomerMonitor Survey Series. The foundation of the series
is data obtained during a national sample of 1,008 online consumer
survey responses completed between October 23 and November 2, 2012.
"Consumers
are taking advantage of the variety of self-service banking options at
their convenience with more frequent engagement using more banking
channels than ever before. Consumers using multichannel banking expect
more from their banks in the form of faster processing and a consistent
user experience across all channels that reflects all the customer's
activities performed in any channel. This seamless channel integration,
an "omnichannel" experience, will require financial institutions to
develop new methods and tools to support and nurture customer
engagement," states
Karen Augustine, manager of CustomerMonitor Survey Series at Mercator Advisory Group and the author of the report.
Highlights of this report include:
-Year-over-year trending of U.S. adult consumer usage of self-service banking channels
-Frequency and usage of ATM deposits, envelope vs. no-envelope, cash vs. checks
-Shifts in methods of receiving cash and depositing checks
-Importance of financial services, coupons, and rewards offered at the ATM
-Trends in use and interest in videoconferencing
The report is 55 pages long and contains 25 exhibits