Saudi bank customers prefer mobile channel
Banking customers in Saudi Arabia are increasingly using digital channels to conduct their transactions, with mobile banking leading the way, says a study by technology firm Avaya. The most preferred channel for Saudi bank customers for accessing banking services is via a mobile app. Nearly 40% of respondents said it was a priority to have everything on their mobile device - the highest out of nine countries surveyed. The survey, Customer Experience in Banking Survey - was conducted with YouGov and covered more than 10,000 banking customers in two waves - the first covering the UK, UAE, India and Australia, and the second France, Germany, Italy, Saudi Arabia and South Africa. Almost a quarter (24%) of respondents in both the UAE and Saudi Arabia said a mobile app was their preferred channel, behind only India and South Africa, and much higher compared to just 8% in Germany and 10% in France. Saudi banking customers are also more likely to change their banks because of poor customer service - and less likely to give the bank a chance to do something about it. While more than half (52%) would change banks - the highest out of all nine countries - only 37% would lodge a complaint, the lowest of the countries surveyed.