Retail consumer experience

Why usability is important in driving consumers to the ATM channel

Why usability is important in driving consumers to the ATM channel

You may be thinking that if the ATM is just a self-service banking terminal that accepts deposits and dispenses cash, why is usability so important? First of all, usability is important given the huge and growing [...]

Quality beats quantity for Europe’s ATMs

Quality beats quantity for Europe’s ATMs

For years the focus for banks has largely been on expanding the ATM base. More machines means you can reach more consumers, and deliver the service that they demand. But while meeting the needs of the [...]

ATM fees: what’s the impact?

ATM fees: what’s the impact?

It seems like a simple equation for banks – add on a fee for using an ATM to generate enough income to offset the cost of operating the machines. Customers just don’t understand that it costs [...]

Branch closures: time for banks to get real

Branch closures: time for banks to get real

Branch closures continue to be the theme of the industry, even though reports show there has been a resurgence in customers’ use of branches of late. Rationalization is the word of the moment as financial institutions [...]

What makes consumers complain?

What makes consumers complain?

Complaints are a headache for banks. They mean lost money in the form of resources and compensation, a worse brand image and customer attrition. As with any problem, however, there are positives to be taken from [...]

The future of money? It’s Polymer

The future of money? It’s Polymer

Many countries around the world have already made either a full or partial transition to polymer banknotes. The move towards this transition in the U.K. is approaching fast with the introduction of £5 notes in [...]