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Article: Online Banking Report Advises Financial Institutions to Accelerate the Development of Online Customer Service.
- Article from:
- Business Wire
- Article date:
- July 27, 2004
CopyrightCOPYRIGHT 2004 Business Wire. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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SEATTLE -- Quick resolution of customer service issues is one of the biggest potential benefits of banking online. And increasingly, when someone in the world's 100+ million online banking households requires service, they turn to the Internet, preferring it nearly 3-to-1 over telephone support.(a)
However, despite the growing preference for online help, few financial institutions treat online queries with a sense of urgency. For example, in our most recent test of top-10 U.S. banks, only Washington Mutual answered our online question within few minutes. Two of the banks took seven days and one didn't answer at all. Inferior online service leads to dissatisfied ...