UK banks9 May 2018 10:09
British people’s trust in UK banks has reached its highest level since 2012 to reach a level that rivals high street retailers, a survey to be published today will show.
The proportion of Britons who say they trust in banks has jumped by 11 percentage points over the past two years, to hit 40 per cent, according to the poll of more than 4,600 consumers by consultancy Accenture.
The increase in trust puts the banking sector level with supermarkets and just below high street retailers in the trust stakes. Web and social media firms, by contrast, only attract the trust of 17 per cent of consumers.
Peter Kirk, a managing director at Accenture, said “increased satisfaction and the effectiveness of the service they’re getting” has been one of the major drivers of the improvement, alongside the diminishing impact of a string of post-financial-crisis scandals.
The UK retail banking sector is undergoing a period of dramatic change, with branch closures across the big incumbent banks accompanied by fierce competition to create the strongest digital banking offering.
The use of bank branches has declined dramatically, with the proportion of customers who visit their local branch at least once a month falling from 52 per cent in 2015 to only 32 per cent in the latest survey.
Meanwhile, the use of telephone banking is on the decline, while use of mobile devices has stabilised. The use of cash machines has also fallen as contactless and mobile payments become increasingly accepted.
However, the survey also found that bank branches could still play an important, if diminished, role for advice on mortgages, with 59 per cent saying it was “important” to them to have human advisors on hand.
“For the major events in their lives a large percentage of people still do want to have a human involved,” said Kirk.
The survey’s findings also suggest, counterintuitively, that increased use of robo advisers and chatbots could also stand in for genuine human contact where more personalised services are required. Some 46 per cent of survey respondents said they imagined a robot adviser could be “faster and more convenient”, while 17 per cent think automated advice will give better advice.
High street banks and fintechs have already started to experiment with computer-driven advice. Royal Bank of Scotland and Natwest earlier this year started experimenting with a “life-like digital human”, called Cora, to help customers. The firm uses technology from New Zealand-based facial animation company Soul Machines.
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