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2007 US Internet Banking Behavior, Customer Expectations and Evaluations Report


Description: 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.


Contents: 1 Introduction

2 Customer Internet Banking Behavior

3 Internet Banking Services and Tools
3.1 Internet Banking Must-Have Services and Tools
3.2 Internet Banking Services and Tools: What the FI Does Well
3.3 Internet Banking Services and Tools: What the FI Could Do Better

4 Information Provided on the Financial Institution's Website
4.1 Interest in Internet Banking Service and Product Information
4.2 Interest in General Banking Information
4.3 Information on the Website: What the FI Does Well
4.4 Information on the Website: What the FI Could Do Better

5 Website Ease of Use, Convenience, and Web Design
5.1 Importance of Websites Ease of Use, Convenience and Web Design
5.2 Website Ease of Use, Convenience, and Web Design: What the FI Does Well
5.3 Website Ease of Use, Convenience, and Web Design: What the FI Could Do Better

Figure Index

Figure 1: Prevalence of Internet banking behaviors. Findings based on December 2006/January 2007 survey of US online adults with Internet access, n=990.

Figure 2: Percentage of customers who are signed up for Internet banking, though currently not using it. Findings based on US online adults who do not bank over the Internet, n=283.

Figure 3: Changes of usage of Internet banking in the past 12 months. Findings based on US online adults who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=674.

Figure 4: "Must-have" Internet banking services and tools. Findings based on US online adults who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=674.

Figure 5: Coded responses to Internet banking services and tools that customers consider notably well done at present. Findings based on US online adults offering a response to this question who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=561.

Figure 6: Coded responses to Internet banking services and tools that customers would like to see improved at their financial institution. Findings based on US online adults offering a response to this question who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=527.

Figure 7: Customers indicating interest in selected “service and product information” topics that are or might be provided on a financial institution's website. Findings based on US online adults who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=674.

Figure 8: Customers indicating interest in selected “general information” topics that are or might be provided on a financial institution's website. Findings based on US online adults who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=674.

Figure 9: Coded responses to information on the financial institution's website that customers consider notably well done at present. Findings based on US online adults offering a response to this question who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=503.

Figure 10: Coded responses to information on the bank's website that customers would like to see improved above all. Findings based on US online adults offering a response to this question who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=480.

Figure 11: Customers indicating importance of selected aspects relating to website ease of use, convenience, and web design. Findings based on US online adults who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=674.

Figure 12: Coded responses to items relating to website ease of use, convenience, and web design that customers consider notably well done at present. Findings based on US online adults offering a response to this question who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=495.

Figure 13: Coded responses to items relating to website ease of use, convenience, and web design that customers would like to see improved above all. Findings based on US online adults offering a response to this question who bank over the Internet at present and those who do not bank over the Internet but are yet signed up for it, n=451.




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