Customers set to demand better technology from banks

Consumers want more personalised services from online banks

Analyst Gartner has warned that customers will desert banks which do not deliver highly personal and customised online services.

A recent Gartner study highlighted the rising expectations consumers had of online banking services. The analyst predicted that banks which do not react now risk losing customers in the future.

"Banks that neglect personalisation trends now will sacrifice online – and possibly mobile – banking customers later," said Stessa Cohen, research director at Gartner.

Gartner studied the behaviour of nearly 4,000 consumers in the UK and the US. More than half used online banking services.

And while security was understandably ranked as the chief concern for users of online banking, their other priorities show they are becoming more discerning in their appreciation of online banking, said Cohen.

“Customers want to personalise their experiences and analyse their transaction and payment data, so they can better manage their money, pay bills and transfer funds,” she added.