Gartner Consumer Survey 2009: Top Five Online Banking Features Address Communication and Personalization

Archived Published: 16 June 2009 ID: G00168542


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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.

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
© 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 Gartners 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.

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