WEBINAR - Presented by:

Mark Long & Karen Troubridge

Wednesday 16th September

12:30-13:00

The impact on branch experience

2

Share and debate channel behaviour insights, generated by our

Moments of Truth NPS Benchmarking programme 1.

Focus on self-service technology across retail branch networks 2.

Draw on findings from all 3 previous waves of the Benchmarking

programme 3.

Share some branded benchmarking data 4.

3

Used a mobile banking

app

Used online banking

for any reason

Changed personal

details

Opened a savings

account

Opened / switched a

current account

Applied for product /

service via OLB

L/S debit card

Opened or transferred

an NISA

Taken or renewed

b/c insurance

Visited a high

street branch

Fraud on current

account

Contacted by

telephone

Applied for a

mortgage

Closed a UPL

Contact about

existing mortgage

Closed or moved

a mortgage

Reported a

bereavement

Debit card trans

decline

Made a complaint

Applied for a UPL

Discussed repayment

difficulties

39m

adults

42m

adults

5.4m

adults

2.4m

adults So there are millions of contact occasions in any 12 month period, millions of opportunities to

get things right or wrong

4

0%

1%

4%

5%

9%

23%

57% Online via a PC, tablet or

phone

In branch, face to face

It varies based on the nature

of your specific needs

Over the telephone

Don’t have a single

preferred method

In branch, via self-

service machines

Post

Source: NPS Benchmarking Q3 2014

?

5

One of the most fundamental changes to the banking customer experience in recent years

has been the introduction of enhanced self-service technology in retail branch networks.

Convenience is created for

customers

The unit cost per branch servicing

transaction is reduced

Colleagues are released to spend more time selling more

profit-generating products and services to customers

£300 million anticipated spend

in next 5 years on upgrading

physical outlets

£450 million anticipated spend

into upgrading UK branches

6

16% 12% 7% 7%

40% 38% 37% 36%

Source: NPS Benchmarking Q1 2015

Most

active

providers

Somewhat

active

Not a priority

(at present)

29% 29% 26% 26% 24%

7

Thinking about your most recent branch visit to ..., were you encouraged by staff to use an

automated machine to complete the purpose of your visit?

Yes and I used the technology 17%

Yes but I chose not to use it 13%

No, was not offered self-service 66%

Can’t recall 4%

Source: NPS Benchmarking Q1 2015

43% Decline rate

8

0

5

10

15

20

25

30

0 5 10 15 20 25 30 35 40 45

Source: NPS Benchmarking Q1 2015

71%

63%

47%

46%

9 Source: NPS Benchmarking Q1 2015

Visited a high street

branch

+26

18

37

45

12 Source: NPS Benchmarking Q1 2015

+12

+22

+33

+23

+28

+25

+44

+26

+19

+25

+24

+38

+32

Used

self

service

Offered

but not

used

Used

self

service

Offered

but not

used

+19

+24

+37

+25

-

+42

-1

+21

+40

+20

-

+29

+54

+29

-

-

-

-

-

+48

+18

-

-

-

-

-

Mo

st

acti

ve l

en

ders

S

om

ew

hat

acti

ve

No

t a p

rio

rity

(at

pre

sen

t)

So

me

wh

at

ac

tive

13

“ The automated machine made my

life easier. (Promoter, Low Customer Effort)

” Source: Verbatim comments from various NPS Benchmarking waves

14

I like the self service machines they have

in the banking hall so if there is a queue

at the counter you can usually carry out

the transaction at one of the machines. (Passive, Low Customer Effort)

“ ”

Source: Verbatim comments from various NPS Benchmarking waves

15

I don't like the way they try and force you

to use an automated machine when I

would rather deal with a person. (Detractor, Low Customer Effort)

“ ”

Source: Verbatim comments from various NPS Benchmarking waves

16

Because nothing compares to the simplicity

of taking necessary documents to the bank

and speaking normally to a person face-to-

face as it’s supposed to be. Machines and

technology can never simplify these tasks

as they are designed to complicate and they

do complicate matters as well. It’s time

consuming & frustrating. (Detractor, High Customer Effort)

“

” Source: Verbatim comments from various NPS Benchmarking waves

2

Almost 40 million people visited a high street branch in the last 12 months. In NPS

terms the experience is relatively positive at +26. 1.

Around 7 million consumers used a branch-based self-service solution in the last

12 months. 2.

Provider deployment of this technology is varied. Three provider segments emerge

in terms of the incidence of self-service solutions, ranging from around 40%

incidence (Barclays, HSBC, Halifax and NatWest) to just 7% (TSB, Co-op and

National Australia Group).

3.

Conversion rates also vary by brand. HSBC and Barclays achieve the highest

conversion rates. NatWest and Nationwide deliver lower conversion rates. 4.

There is a positive NPS impact where self-service is offered and used. Lloyds

Bank achieves the strongest uplift versus its average branch visit NPS score. The

situation is more variable for those where self-service is offered, but refused.

5.

19

Gender

Engagement levels are precisely the same for each gender

For all:

17% offered and used self service on their last branch visit

13% offered but declined

67% did not get offered self service

20

Age

Age is more discriminating. Self service acceptance and usage peaks in the 18-24 age bracket at 30%

and then declines across each subsequent age group:

18 - 24 30%

25 - 34 25%

35 - 44 20%

45 - 64 12%

65+ 12%

Previous reports available to purchase

Next wave launches this week

Reports at the end of October

THANK YOU for attending today

22

www.bdrc-continental.com

+44 (0) 20 7400 1016

+44 (0) 79 6645 4958

mark.long@bdrc-continental.com

Mark Long Director

Follow us on:

www.linkedin.com

+44 (0) 20 7400 1006

karen.troubridge@bdrc-continental.com

Karen Troubridge Associate Director

+44 (0) 79 6126 9019