Net Bank­ing is More Accept­able in India Than UK or Aus­tralia: Sur­vey Suggests


The Internet has grown into a huge place and currently serves as an avenue for not only communicating with people from across the globe or gaining information about something of interest but also for handling one of the most important things in our lives — our finances — among other things.

Since the advent of internet banking, people have been a bit critical of the security of using online platforms to manage their finances.

But of late, an increasing number of people have shifted to using online banking apps or websites to transfer funds or make payments.

A recent survey titled ‘Customer Experience in Banking’, conducted by global tech company Avaya, which covered users in India, Britain, Australia and UAE concluded that Indian net users are more likely to use a mobile banking app than netizens in the other three countries.

“Today, customers use varied touch-points to access services, be it mobile app, website, contact centre or a physical visit to a branch,” said Vishal Agrawal, Managing Director, India and SAARC, Avaya, on the results of the survey.

According to the survey, 26 percent of Indian banking customers preferred to access banking services via the bank’s website. UAE comes a close second with 24 percent people opting for online banking services, followed by UK at 21 percent and Australia at 19 percent.

“Customers today are looking for elevated and seamless services, and if they don’t get them they will look elsewhere,” Agrawal noted.

The survey also noted that Indian customers like to receive alerts regarding their banking activities. 58 percent Indians wish to be notified about transactions to ensure there isn’t a fraudulent one and 49 percent wanted alerts for their credit card renewals. These percentages are again the highest among the four countries.

37 percent of the Indians said that they will change their bank in case of a bad experience.

25 percent of Indians would voice their complaints on social media platforms, which is again high as compared to the 15 percent in the UK.

Indians are also ready to wait for the longest periods on phone calls to get their issue resolved but account for the lowest customer service satisfaction among the four countries.

(With inputs from IANS)

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Bike enthusiast, traveller, ManUtd follower, army brat, word-smith; Delhi University, Asian College of Journalism, Cardiff University alumnus; a journalist breathing tech these days.