Educating customers Long-term hopes for cost savings will only materialise, if consumers can be persuaded to use the services. At the moment they are reluctant to do so, Deloitte's research suggests. The different outlook of banking executives and their customers is stark. While banks believe that 24 hour access is the key to successful banking, consumers favour responsive service and personal attention. And financial institutions worry most about the new kids on the block, new entrants from outside the banking world that could threaten their market.
Most consumers show little interest in their offerings.
For the survey, Deloitte asked research firm Bayer Consulting to talk to 2,000 consumers in 10 countries - United States, Germany, UK, Japan, Brazil, Australia, France, Canada, Thailand and South Korea.