"Bank users have the highest access on non-facing channels (Internet banking/ ATM)"
⊙ More than 70% of bank users have used ‘Internet banking(72.8%)’, ‘ATM(72.7%)’ in past 6mth
- Followed by ‘high counter (teller svc.)(60.6%)’, ‘low counter(26.7%)’, and ‘phone banking(17.9%)’
- ‘Internet banking’ and ‘ATM’ are used comparably more by 20’s and 30’s, while ‘low counter’ and ‘PB/VIP room’ are more by 40’s+ and
people with higher property
⊙ ‘ATM’, ‘high counter (teller svc.)’ are used by KB and NH users comparably more than other banks
- Users of Woori bank show higher usage rate on ‘Internet banking(58.7%)’, Hana bank on ‘low counter(14.8%)’, and Citi bank on ‘PB/VIP room(4.7%)’
⊙ Channels with the least usage rate, ‘PB/VIP room(77.8)’ and ‘mobile banking(72.5)’, show the highest satisfaction score
- Other 6 channels show slight difference on the satisfaction score (67.0~69.0)
- The lowest satisfaction score is found on ‘high counter (teller svc.)’ among facing channels and on ‘phone banking’ among non-facing
channels
⊙ Main weakness of customer satisfaction is ‘process promptness’ for facing channels and is ‘charge/fee’ for non-facing channels
- ‘Counter’ and ‘call center’ are highly regarded by ‘staff attitude (kindness/activeness)’. However, factors that affect on ‘process promptness’, including waiting time and staff authority limitation, need to be improved
- Non-facing channels, ‘Internet banking’ and ‘ATM’, are satisfied by its ‘convenience’, but ‘charge/fee’, ‘various/useful information sharing
(Internet banking)’, and ‘available time (ATM)’ show low scores