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Customer Self-Service and Retail Banking in the US: Rising Expectations, Challenges, Opportunities

Published by: TowerGroup

Published: Feb. 27, 2006 - 10 Pages


Table of Contents


TowerGroup Take-Aways




Report Coverage




Background




Today's Self-Service Channels

Exhibit 1: "Remote Transactors" Among US Retail Banking Customers (2001-10E)

Exhibit 2: US Retail Banking Customers Use of Self-Service by Channel (2001-10E)




Branch Remains Key for Some

Complex Financial Relationships

Mass Market

Complex Transactions


Exhibit 3: US Retail Banking Customers Preference for the Branch (2002-10E)




Self-Service Trends Outside of Banking

Self-Service Kiosks

Automated Speech Recognition

The World Wide Web




Growing Self-Service Volumes

Exhibit 4: The Rise of Self-Service Transaction Volumes in US Retail Banking by Channel (2001-10E)

Exhibit 5: The Shifting Balance of Self-Service Banking Transactions to the Online Delivery Channel (2001-10E)




Summary

Abstract

This TowerGroup Research Note examines customers' attitudes about self-service in banking and their preferences regarding use of automated teller machines (ATMs), interactive voice response (IVR) systems, and online banking. The Note also describes self-service trends in other industries that will both drive and challenge retail banks' future reliance on self-service delivery mechanisms. A forthcoming TowerGroup Research Note will cover the trends and IT spending for retail banking self-service channels in the United States.

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