For new products. Online banking continues to gain in importance in everyday banking.
A swan song has been held on the classic bank advisor for a long time. A lot happens online anyway, so the general tenor. But the picture is not that clear, according to a survey by the consulting firm EY. According to this, 70 percent of domestic bank customers continue to purchase new products from their advisor. Only 17 percent do this via their web banking, as the representative survey of 1,000 customers shows.
The bank advisor is the undisputed number one with 64 percent when it comes to obtaining information about products. “Bank advisors and personal conversations with customers remain the most important sales vehicles,” says Philipp Schöckler, Director of Banking Advisory at EY Austria. “Personal contact is essential for important monetary decisions.”
Complex content
It takes time until a banking product is actually purchased because of its complex content. Almost nine out of ten customers agree that you need to know a lot of details, at least in part, and a lot to understand a product. For more than one in two people, the products and services offered are rather difficult to understand.
In everyday banking business such as transactions, the tide is turned and digital independence is much more pronounced: Half of domestic bank customers use the bank's online banking area on their laptop or PC. A good third prefer a personal conversation with a consultant.
