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ATM Functionality Enhancements: Increasing ROI and Customer Satisfaction through Innovative Partnerships

Published by: Javelin Strategy & Research

Published: Feb. 1, 2007 - 9 Pages


Table of Contents



Overview

Primary Questions

Findings & Analysis

Meet Consumer Demands with Additional Functionality at the ATM

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Satisfy Customers by Providing Access to Services at
Multiple Channels

FIs Can Grow their Customer Bases Indirectly Through Partnerships

Appendices - Additional Data Focused on Consumer ATM Preferences



Table of Figures

Figure 1: Desired ATM Features

Figure 2: Important Criterion for Selecting FI

Figure 3: FIs, Kiosk Providers Maximize Consumer Outreach, Customer Satisfaction

Figure 4: Opportunity to Reach Younger Consumers Lies in the ATM Channel

Figure 5: Leading Predictor of Consumer ATM Usage Habits

Figure 6: ATM Usage: Consumer Behaviors

Abstract

This report addresses two important aspects of ATM channel strategy: how current ATM chan-nel strategies align with consumer needs and how financial institutions can augment and en-hance those strategies to include customer acquisition. Javelin consumer data around ATM functionality preferences indicates that there is an opportunity for banks to expand their func-tionality offerings to meet new consumer demands. Robust quantitative data coupled with ex-ecutive interviews from top ten U.S. financial institutions and other industry players provide the foundation upon which valuable, actionable insights are formulated.

Primary Questions

• What additional functionality do consumers want at the ATM?
• How are banks using the ATM channel to develop stronger relationships with their cus-tomer base?
• How can partnerships fulfill FIs’ strategic goals and best meet consumer needs around the ATM channel?

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