87% of UK adults want their banking services to be personalised to individual users, but 43% believe that their bank does not deliver.
According a survey of more than 1,000 adults by NCR, UK consumers have high expectations of their banks. In addition, many do not consider their expectations to be met.
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94% of respondents agreed that banking should be seamless across all devices and platforms, but not even one-in-five respondents (18%) strongly agreed that this was the situation with their banking experience.
Only 14% believe that their bank is innovative which is sharply below the 91% of respondents that think it should be.
However, despite the lack of met expectations, 98% of respondents held accounts with traditional, incumbent high street banks rather than a newer challenger such as Monzo, Atom or Starling.
Joe Gallagher, Vice President & General Manager Self Service & Branch at NCR, commented: “As consumers, it’s only natural to expect that the companies we work with understand us. As our expectations rise, it is becoming increasingly important for banks to show that they really do understand us as individuals, and that they are taking steps towards improving personalisation and customer experiences across the banking landscape.”
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By GlobalData
