Saudi bank cus­tomers pre­fer mo­bile chan­nel

Banking Frontiers - - Banking In The Gulf -

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.

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