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Attitudes and behaviour of customers who bank online This part of the chapter considers the attitudes and behaviour of consumers who bank online. It utilises data from a consumer survey, IMPACT, conducted across Europe in 2002, to discuss issues including the penetration of devices used to access the Internet, the demand for online non-financial services among consumers who bank online and the attitudes of these consumers towards their finances. IMPACT 2002 was a consumer research program undertaken in the following European markets: France, Germany, Italy, Spain and the UK.

Therefore, where possible banks are attempting to automate simple low-margin transactions and inquiries, such as cash withdrawal and balance statement inquiries through ATMs or through next-generation self-service devices placed within the premises of the branch. Ultimately banks will redesign transaction-intensive branches to become open spaces equipped with browser-based self-service stations and telephones that customers can use to access products and services. Branches are being transformed into selling points for high-value, complex products for which customers continue to require the reassurance of speaking to a bank advisor.

1 million). 8 billion. 2 million. Cumulative as at the date indicated. 2. If a customer holds more than one product they are treated as a single customer for the purposes of this line item. 3. Joint holders are treated as two or more customers. 4. Includes second cardholders and individuals whose applications have been accepted in principle and who have been allocated a credit limit but for whom the application process is not yet completed. Business Insights Source: Egg company information Underlying Egg’s success in the area of personal loans is the bank’s strategy of crossselling personal loans to credit card customers.

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