According to the survey, ‘Customer Experience in Banking’, by global tech company Avaya, which covered India, Britain, Australia and the UAE, 26 per cent of Indian customers prefer to access services via bank’s website rather than talking to an agent over the phone.
Similarly, in terms of mobile banking 26 per cent use the app over the human agent.
The survey covered 5,000 respondents from the above-mentioned countries.
In comparison to Indian figures 19 per cent in Australia, 21 per cent in Britain and 24 per cent in the UAE, prefer online banking over Tele-banking agents.
“Today, customers use varied touch-points to access services, be it mobile app, website, contact centre or a physical visit to a branch,” said Vishal Agrawal, Managing Director, India and SAARC, Avaya, on the results of the survey.
The survey further reported that the Indian Customers preferred to get their problems to be resolved at the first point and 37 per cent of them are more likely to switch their banks after a bad experience.
25 per cent of Indian customers are more likely to flag off their complaints via social media platforms as compared to 15 per cent in the UK, while 44 per cent Indian would clarify their doubts within their family and friends. “Customers today are looking for elevated and seamless services, and if they don’t get them they will look elsewhere,” Agrawal said.
While 32 per cent Indian complained about the long waiting periods on Tele-banking solutions (the higher across the survey circle), 22 per cent said they have never come across any customer service issues, the lowest in all four countries.