ID Number: G00168542



Gartner Consumer Survey 2009: Top Five Online Banking Features Address Communication and Personalization
16 June 2009
 
Stessa B Cohen  

Banks seeking to reinvigorate online banking and motivate customers to use that channel to decrease costs while improving service should use the findings of Gartner's latest consumer survey in enhancing their online banking initiatives.





*
Unavailable for individual purchase
For information on how to gain access to this and other documents,
click here.








Browse Topics


Other Options







Contact Gartner




For information on how to gain access to this and other documents, click here.
 You or your organization may already own this document. Register now to find out. Your Gartner Membership Administrator can supply the needed License Key(s).
You will not lose your document during registration.
Sign in here:
Username:

Password:
Forgot your username
or password?








This document is not available as part of your current Gartner subscription. For pricing and availability of the full document, please contact your Gartner account representative. Your account representative can also give you more information about your current subscription and other access options that may be available to you. If you do not have a Gartner account representative, call +1 203 316 1200 for assistance.

Table of Contents


    
 Analysis

1.0
    
 Introduction
2.0
    
 Standard Online Banking Functionality Defined

2.1
    
 Why Online Banking Differentiation Is Important
2.2
    
 Implications for Banks
3.0
    
 Trends and Common Threads: Communication, Transparency and Personalization
4.0
    
 Top Five Important/Very Important Online Banking Features

4.1
    
 Matching the Top Five Features to Communication, Personalization and Transparency Trends
4.2
    
 Implications for Banks of Top Five Features That Customers Value for Online Banking
5.0
    
 Top Five Online Banking Features That Consumers Use

5.1
    
 Implications for Banks of Top Five Features That Customers Actually Use While Banking Online
6.0
    
 Beyond the Top Five: Long-Term Importance of Customization or Personalization

6.1
    
 Younger Consumers Value Personalization More Than Older Consumers
6.2
    
 Identifying Emerging Functionality
6.3
    
 Implications for Banks of Personalization Features for Online Banking
7.0
    
 Recommendations

    
 Recommended Reading


List of Tables


Table 1.  
 Online Banking Consumers Use of One or More Online Banking Sites
 

Table 2.  
 Consumer Trends in Banking
 

Table 3.  
 Top Five Online Banking Features That U.S. and U.K. Consumers Rank as Important or Very Important
 

Table 4.  
 Top Five Available Online Banking Features Used by U.K. Consumers
 

Table 5.  
 Top Five Available Online Banking Features Used by U.S. Consumers
 

Table 6.  
 Importance of Online Banking Features That Enable Personalization
 

Table 7.  
 U.K. Consumers Top Five Online Banking Features, by Age
 

Table 8.  
 U.S. Consumers Top 5 Online Banking Features, by Age
 

Table 9.  
 Ranking of Emerging Functionality
 



Browse Topics:
 
Personalization
Online Banking




© 2009 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.




Resource Id: 1022727