47%Aged 16 - 24

66%UK 45%

36%Germany 2016

11%Germany 2012

66%55+

64%GERMANY 2016

59%GERMANY 2016

I feel comfortable making all my own decisions about financial service products (eg investments, pensions, banking and insurance). Wouldn’t need to make an appointment.

Want Smartphone banking Apps which make it easy to e-mail, chat or call staff.

56%25 - 34

53%35 - 44

63%45 - 54

Youbiquity Finance - Retail Banking.Consumers want banks to make digital self-service easier, using support technologiesthat build customer confidence and better relationships.

Customers need support for digital self-service - many interactions are failing.

Consumers want to be served faster - they currently expect to wait too long.

Banks need to build better digital relationships withconsumers to drive sales while reducing costs.

I have a strong relationship with my bank.

I expect I will probably have to wait too long.

Common problems with digital self-service.

Would like instant update from your bank (by text, phone, push notification or e-mail) when tie-in period is coming to an end.

40% small print is unclear.

29% questions about the quote.

23% online process too complicated.

22% took too long to complete.

20% can’t use the ‘back’ button.

20% information incomplete.

Consumers trying to use digital self-service for complicated interactions.

...but these often fail.

When you are on a bank’s web-site, if you need help, how interested would you be in the following?

Phone E-mail Branch Web-chat

WWW

increase in UK consumers saying my bank puts customers at the heart of their business (19% 2014 to 33% in 2016).

definitely want more staff to

provide advice on banking

and insurance products.

51%35%UK 2016

29%UK 2014

40%SPAIN 2016

43%SPAIN 2014

I would consider buying insurance and pension products from my bank.

It’s difficult to get independent advice you can trust about financial services.

41% Germany

41% Germany

35% Spain

61% Spain

45% UK

47% UK

Process of opening accounts inbanking and insurance takes too long.

want the phone answeredwithin 30 seconds.

want 24-hour contact centres.

would like to be able to book appointments with advisors online.

like the idea of video-chat as it means they wouldn’t have to make an appointment.

Advantages of video conferencing with financial service providers (Definitely or possibly).

2014

2016

81%Spain 74%

62%Germany

expect a web-chat conversationto start straight away.

Want full resolution within three hours for:

an email.

an online form.

a tweet or Facebook post.

To queue for the

cashier at lunchtime.

To speak to someone

who knows about your

issue.

44% Germany 53% Spain 40% UK

3 in 4

75%75%66%

2 in 3

63%62%57%

74%

make appointment

change policy or account

make complaint 85% 83%85% 62%

28% 41% 52%

29%

30%

43%

42%

45%

38%

Would like voice biometrics which identifies you when you call bank or insurance company.

The adviser would be more engaged in our conversation.

Want video chat option when on financial providers’ websites.

71%UK 2016

64%Germany

40%UK 2016

65%Spain 2016

63%UK 2014

77%SPAIN 2016

55%UK

9%UK 2012

15%Spain 2012

73%SPAIN 2014

46%Spain

201672%

201222%

201678%

201222%

201670%

201215%

Spain

74%UK

71%Germany62%

48%GERMANY 2016

16%GERMANY 2012

Want web-chat option when on financial providers’ website.

66%UK 2016

31%UK 2014

72%SPAIN 2016

59%SPAIN 2014

Source: BT/Avaya 2016Note: Data based on an independent survey of 3,000 consumers by Davies Hickman Partners Ltd.