More than half--53 percent--of banking customers at eight of the nation's leading banks have gone online to perform activity such as transferring money, setting up recurring payments, and re-ordering
checks, according to a report released by comScore Networks Monday. The study, "Servicing the Online Financial Services Consumer," based on a survey of over 1,500 U.S. consumers, found that
nearly three-quarters of consumers surveyed reported learning about online access through three major bank avenues: customer service representatives, paper statement inserts, and branch advertising.
The study further concluded that e-servicing adoption and usage tends to correlate with customer satisfaction, and customers using e-servicing capabilities are more loyal to their banks and have a
higher cross-sell rate.
-- G.O.
