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Diebold: Consumers Expect More From FIs
NORTH CANTON, Ohio (10/2/13)--According to new research from Diebold, financial services providers have not completely met consumers' expectations for secure, convenient access to those services. Consumers want a more personalized relationship with their credit union or bank that allows them to be confident about their financial decisions without putting in a lot of extra effort, Diebold's research found. 
 
Diebold is a CUNA Strategic Services provider. 
 
 Diebold, in partnership with Lextant, an ideal experience consultancy, conducted research with more than 100 consumers in eight countries to produce qualitative data about how they want to interact with their financial institutions.
 
Consumers surveyed said they want control of their finances regardless of the channel they use, expect seamless interactions that offer the same interface and information--in real time--via mobile, online, ATM, call center or the branch.
 
Services respondents expect but don't always receive included:
  • Absolute accuracy of information;
  • Security of financial account and personal info;
  • Reliable access to their money and account information;
  • Personalized help for troubleshooting; and
  • Professional interactions with competent financial institution personnel.
Consumers aren't using banking channels--specifically the branch--the same way they used to, according to the research. They want a hybrid service model that offers face-to-face and self-directed options, Diebold said.
 
Consumers said they expect accuracy and updates in real time, regardless of the channel. Accurate account tracking is one of the most important consumer expectations a financial institution can meet. For example after consumers deposit checks at an ATM, they should be able to verify an updated account balance through a mobile device immediately. All banking channels should operate off the same back-end system, Diebold said.
 
Reliability and security from their credit union or bank also were high in consumers' expectations. Financial information must be secure and accessible to consumers through varying, convenient access points, Diebold said. Consumers said they are concerned about cyberhacking, fraud and other breaches and depend on their financial institutions to keep their money and information secure.
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