This report contains an extensive review of content and performance expectations that customers have about Internet banking. Based on an extensive representative survey of US online adults concluded in January 2007.
This report summarizes general and detailed customer expectations and evaluations of Internet banking services based on a December 2006-January 2007 survey. It provides the financial services sector needed actionable and relevant information to develop, manage, and market the Internet services they provide. It offers both a wealth of findings as well as insightful interpretive analysis and lays out findings in a way that empowers readers to interpret and draw their own conclusions and develop their own strategies. As such, it is intended to be a valuable tool to both decision-makers and their advisers.
The survey obtained completions from 990 US adults randomly chosen from our consumer panel of US adults with Internet access. Where necessary, survey data were weighted to match the age and gender breakdown of the US population with Internet access. The research also covered detailed customer behavior and satisfaction related to Internet banking security and security concepts evaluations.
