Javelin Strategy & Research outlines 36 online banking principles that empower customers and position financial institutions as trusted advisors.
San Francisco, CA, June 6, 2018: Consumers are sending a worrisome message: ‘Digital banking is all the same.’ Only half of U.S. consumers are satisfied with online and mobile banking at their primary bank or credit union. The latest Javelin Strategy & Research report, Building Better Online Banking, provides a principles-based tactical and strategic vision to position a financial institution as a trusted advisor and a long-term financial partner.
Javelin outlines 36 online banking principles that are key to success in crucial aspects of digital banking – ease of use, security empowerment, money movement, financial fitness, customer service, and account opening. These principles, anchored to Javelin’s Digital Banking Maturity Path, will pay off with an increased share of wallet, deeper relationships, higher satisfaction, fees for valued services, and reduced fraud losses.
“An integrated online and mobile banking experience is required in order to build long-lasting relationships that reward customers and FIs alike,” said Mark Schwanhausser, Director of Digital Banking. “Though FIs are rightly focused on serving mobile-first expectations, they cannot afford to neglect the online workhorse. It demands attention – and in many cases an overhaul.”
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