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Alpharetta, GA (Business Wire) 30 September 2010

30 September 2010 – empathy Inc., a leading provider of Customer Experience Management (CEM) solutions for some of the worldâ? most prestigious brands, announced the results of his research empathy Q2 Consumer Insights. In this quarter? S survey identified more than 15,000 Americans and Canadians focus on banking and consumersâ? to bind favorite channels, trust in each channel and the factors the bank.

for current transactions reported 41.4% of consumers their preferred banking channel was the Internet. It was developed by the Directorate General of 32.6% to 23.3%, followed by ATM and mobile or fixed a distant fourth and fifth at 1.5% and 1.3%. However, if a problem occurs, changing consumer preference radical.

most often want to talk to someone if they had an account problem. Sixty percent cited a desire to visit a branch of a bank problem, while 34% want to use the phone. Only 6% would prefer to take their online edition.

â? with consumers in a head-to-one manner may have a significant impact on the fairness of the bank, â? Edwards said. â? The significance of this situation is exacerbated in the solution of problems. If you respond quickly to consumer? S concerns, they are more likely to be loyal to your bank for a consumer who has ever expressed concern all.â?

This conclusion is supported by Empathicaâ? s latest issues of significant transactions and new accounts. For large transactions, such as a home-equity loans, 78.7% of consumers prefer to go to the store. Only 18.5% preferred the Internet, the phone 2.5% and 0.3% chose to use their phone. If you open a new account, quoted the consumer that they had similar tastes.

â? Our research shows that banks consistently the fact that multiple phases of the cycle of the customer, one has to keep? Edwards. â? Knowing that some customers have different needs and preferences of the line during normal operation, complex operations, problem solving and when they opened a new account or service, banks can better prepare front-line employees deal with situations.â this? ?

Mobile Banking

Despite the popularity of the use of the mobile channel growth

especially to North American consumers still have not really mobile banking. As mentioned above, only 1.5% of their mobile device for everyday transactions that could be related to security problems here.

In fact, say, 51.2% of U.S. consumers and 60.3% of Canadian consumers do not trust the security of mobile banking services, compared with 21.7% of the U.S. and 26.2% of Canadians do not trust Internet banking. Of all the methods for transactions, consumer confidence the largest portion (84 %).

â? Internet banking has the same obstacles with issues of confidentiality and security, a path? Edwards said. â? Mobile technology is developed, but the more youâ? consumers see their cell phones for the banking sector. Currently, ATI? S but not at a stage where the consumer confidence in the safety device but the mobile channel will certainly play an important role in the future.â?

a very small percentage of the primary users in Canada, Express has those with a surprisingly high level of affection for their financial institution. For Canadian consumers, who have been cited with the most mobile banking for current account transactions 83% likely to recommend the channel. Branch, telephone, Internet and ATM all fell at or below 77%.

â? This contradicts the idea that if youâ? again a mobile client, you are not the point of contact to build a brand? intimacyâ? and advocacy, which reads â? Edwards said. â? ATI? is actually quite the contrary, to maintain this overall better perception of the service in> general.â ???? This

could be given the demographics of those who recommended the general use of the mobile channel and its overall probability, “said Edwards. Tend to use Indeed, most of those who said poor customer service telephone banking to their favorite channel. The majority of those who use said customer service does not deteriorate tendency to mobile banking for most routine operations.

â? Although in this case, we can not have a direct correlation between the level of customer service and a particular channel, itâ? It is interesting to note that consumers prefer mobile banking seem optimistic about the levels of customer service, â? Edwards. â? mobile devices allows consumers to a direct and immediate control over their financial operations, which we believe leads to a perception that the service has improved in general. In fact, what is the improvement of efficiency, clarity and immediacy of power transactions. Not surprisingly, said those who prefer channels with more direct contact with service agents, during a phone-banking, that customer service is worse.â?

Edwards said two reasons may explain this perception. First, with call centers, the transactions are limited by the number of operating hours, ease of navigation to help the owner correct solution and the knowledge and skills of officers who are there. Second, consumers are more likely to complain – or about -. An anonymous person on the phone

U.S. versus Canadian preferences

results showed that Canadians overall Internet banking (49.4%), of which 10 percentage points more than the Americans (38.2%) of this. According to Internet World Stats, the two countries? Internet penetration is 77%.

core business branches are preferred (76.2%, 85.2% of the US-Canada), with Internet banking, reaching 21.1% for the United States and 11, 9% for Canada. While fewer Canadians use the Internet as their preferred channel, 84% of those who are satisfied with the experience.

solve problems, in particular, the phone is much more similar to the branch, with 36.5% of U.S. respondents and 27.2% of Canadian respondents to the phone, compared to 57.2% in U.S. and 66.9% of Canadians prefer the industry.

â? The fact that Internet penetration is the same, but the Canadian is still more than Americans is good news for banks in Canada, â? Said Gary Edwards, vice president of Client Services at empathy. â? The differences can not be explained by differences in access to these services. It has something to say about cultural differences and all Internet Banking> use.â ????

Consumer Panel empathy insights:

The Consumer Insights empathy serves as the authoritative voice for consumers on the economic indicators, trade, financial services and catering, consumer purchase intentions and customer satisfaction as reported are based thousands of consumers in the United States and Canada. The results of the Empathicaâ? S Consumer Insights conducted by Dr. Gary Edwards and Empathicaâ? S Insightsâ consumers? Team are published on a quarterly basis. Results are based on surveys with outgoing Internet-based Empathicaâ? S increasingly insights Control of over 30 million customer surveys each year. The results were weighted to census distributions in the United States and Canada, including reflected region, sex, age and income.

above data, the consumer panel reported empathy Insights? Q2 2010, 3 Edition.

www.empathica.com/insights/ For more information visit.

empathy:

empathy provides customer experience management programs to more than 200 of the worldâ? major brands of multi-unit retailers, banks and restaurants. Its rich analysis of survey data using advanced surveying and reporting software enables dashboard performance improvement solutions, marketing ideas and advice on evidence-based management of customer experience. Each year Empathicaâ? S 30 million customer surveys in 25 languages reaching more than 70,000 locations. A private organization, empathy, based in Mississauga, Ontario, Canada, and also has offices in Birmingham, England, and Alpharetta, GA, USA. Additional information submitted by the ideas that support Branda? S Operational Excellence, see empathy www.empathica.com.

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