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BizReport : Research archives : April 29, 2008

comScore: Online banking increased in the UK in January

The ease of use seems to have more British consumers visiting their banks online. According to a recent comScore report, one-third of UK consumers visited an online banking hub in January 2008.

by Kristina Knight

This new report is another indicator that consumers continue to log on to banking hubs and that if customer service and other offerings aren't up to par they will go elsewhere.

According to the report, nearly 11 million UK users logged on to banking websites. That is about 33% of the total online population. The most populated banking site was Royal Bank of Scotland with 2.9 million users. Lloyds TSB was the most popular brand with 2.9 million users. Lloyds TSB had the most visits per consumer as well with each user logging on nearly 7 times during the month. About 2 million consumers logged on to NatWest's online bank.

A few weeks ago, comScore released a similar report based on American online banking habits. That report shows that banks need to increase the customer service offerings on websites to keep customers coming back. From social settings like live chat to widgets offering investment information, consumers want more than the nuts and bolts approach to an online bank.

Many consumers look at banking as something they have to do but by including investment information, customer service chats and even company information, consumers are likely to feel they are getting more value in the visit.

Tags: online banking, online customer service

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