Survey: What consumers want from their FI

BELLEVUE, Wash. (9/18/08)--More than two in five credit union members and bank customers say they would prefer a change in the environment at their financial institution, according to a survey conducted by Coinstar Inc. in partnership with Kelton Research.

Of the survey respondents, 43% said they prefer financial institutions to model their environment after retailers such as high-end coffee shops, and apparel stores known for their top-notch service and personal shoppers (Business Wire Sept. 16).

While 33% of the survey respondents don't want their credit union or bank to know them by name, 67% still prefer that personal touch. Also, 66% of respondents said they would prefer to stand in line for a financial institution teller than for an ATM machine.

Other survey results include:

• Nearly half (49%) of account holders say they have at some point dreaded visiting their financial institution;

• 72% of financial institution customers would rather make a visit to their branch than the post office;

• 76% of financial institution account holders accumulate loose change at home; and

• Nearly three-quarters (74%) of financial institution account holders would be likely to use a self-service coin-counting machine at their branch if offered.

Coinstar's solutions include self-service coin-counting machines.

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