Growth in the use of internet banking in the US
could be slowing, indicates a survey of online banks by internet
information provider comScore.
could be slowing, indicates a survey of online banks by internet
information provider comScore.
Indicatively, comScore found that the number of
customers who logged into a current, savings or money market
account at one or more of the top ten US online banks increased by
8.1 percent year-on-year in the fourth quarter of 2007, down from
9.5 percent year-on-year growth in the fourth quarter of
2006.
customers who logged into a current, savings or money market
account at one or more of the top ten US online banks increased by
8.1 percent year-on-year in the fourth quarter of 2007, down from
9.5 percent year-on-year growth in the fourth quarter of
2006.
Commenting, comScore vice president Brian
Jurutka said: “After several years of strong growth in the number
of users of online banking services, it appears the market is
entering its next phase. As a result, many of the top banks are
realising that customer servicing is of increasing importance in
this competitive market and are therefore investing resources into
online service enhancements, as well as mobile banking.” Notably,
25 percent of respondents surveyed said that they were interested
in mobile banking.
Jurutka said: “After several years of strong growth in the number
of users of online banking services, it appears the market is
entering its next phase. As a result, many of the top banks are
realising that customer servicing is of increasing importance in
this competitive market and are therefore investing resources into
online service enhancements, as well as mobile banking.” Notably,
25 percent of respondents surveyed said that they were interested
in mobile banking.
Banks also appear to be delivering effective
internet services. In comScore’s assessment of customer
satisfaction, 72 percent of respondents said they were highly
satisfied with their primary bank, up from 70 percent in 2007 and
69 percent in 2006.
internet services. In comScore’s assessment of customer
satisfaction, 72 percent of respondents said they were highly
satisfied with their primary bank, up from 70 percent in 2007 and
69 percent in 2006.
In the financial services sector banks also
maintained their lead. comScore noted that of users of the online
services of brokerage firms and credit card companies, 70 percent
and 65 percent respectively reported being highly satisfied.
maintained their lead. comScore noted that of users of the online
services of brokerage firms and credit card companies, 70 percent
and 65 percent respectively reported being highly satisfied.
