ING in the eyes of its clients: best website and internet banking services
According to a survey conducted in September by ARC Rynek i Opinia, Polish clients value Internet and mobile banking the most. ING Bank Śląski, for whom e-point creates and develops new internet solutions, got the highest notes.
E-banking at the forefront
The subjects of the poll assessed ways of communication with banks. It turns out that respondents prefer modern solutions: internet and mobile banking. Consecutively, they gave them 8,5 and 8,2 points on a 10 point scale.
ING Bank Śląski got the highest marks in both categories. Our client is also in the lead in the “Website” category- the bank’s portal was described as the most user friendly. In other words, ING is considered to be the best in the areas which customers regard as crucial for maintaining a quality contact with the bank.
Let’s not forget that ING has been awarded many times for its website and internet banking services. Recently, ING has received the title of “IT Leader of the 20th century” in the Banking and Finance category.
Let’s not forget that ING has been awarded many times for its website and internet banking services. Recently, ING has received the title of “IT Leader of the 20th century” in the Banking and Finance category.
Why is internet banking so popular?
There are two reasons why internet banking is so popular. First of all, clients find phone calls and visits to the bank frustrating. In such cases, the human factor is of the essence. Respondents claimed that they pay the most attention to politeness and the commitment of bank employees. Long waiting times were chosen as the most irritating problem. In the case of internet banking, this issue doesn’t exist.
Secondly, mobile and internet banking solutions are more convenient and user-friendly. Michał Waszkiewicz, e-point’s strategist, explains: “Users expect that electronic means of communication will allow them to completely forget about the need to visit the bank. Nowadays, you carry the bank with you. Therefore, satisfaction comes from convenience – I will choose a bank which allows me to make a quick transfer and that helps me to learn what is currently happening with my money. I will also appreciate less formalities and relevant offers, related to my banking history. And when I call or visit the branch, the bank should already know that I have submitted a form via the Internet.”
A matter of demographics
Demographics has a major influence on how banks are assessed. The least critical respondents were the ones belonging to the senior age group ( 45-59 years old). The most demanding were men and people with higher education.
But it’s just an average for all the banks. Grzegorz Sygnowski from ARC Rynek i Opinia says: “A detailed analysis of particular financial institutions shows that some banks are given better marks by young people, while others, for example, are preferred by the highly educated. (...) This means that particular demographic groups have their favourite financial institutions that best address their needs.”
To see the full report (in Polish) click here.