UK consumers want personalised banking services, research shows

Over 87 per cent of UK consumers agreed or strongly agreed that banking services should be personalised in a new survey from technology and omni-channel solutions company NCR Corporation.

The research surveyed more than 1,000 UK adults aged 16 and over and found that UK consumers have high expectations when it comes to banking services. 94 per cent of those with a bank account agree banking needs to be seamless across all devices and platforms.

Innovative

More than 90 per cent of UK consumers believe banking should be innovative, while 35 per cent strongly agreed banking services should work around their lifestyle.  

Banking was found to be fundamental to the day-to-day lives of UK consumers, with 95 per cent revealing they interact with their bank every week. Online and apps were found to be the most popular way for consumers to contact their bank, with 89 per cent using these at least once a week. 57 per cent use an ATM and 5 per cent visit their bank in person.

High street banks remain popular with UK adults. 98 per cent of the survey’s respondents hold an account with traditional banks such as HSBC, Lloyds and Barclays, while the remaining respondents use a “neobank” such as Monzo, Starling, or Atom.

Important

NCR Vice President and General Manager Self Service and Branch Joe Gallagher commented that it is only natural for consumers to expect that the companies that they work with understand them. He added that as expectations rise, it is becoming more important for banks to show they understand consumers as individuals, and that they are improving personalisation and customer experiences.