{"id":857,"date":"2016-07-07T17:19:23","date_gmt":"2016-07-07T15:19:23","guid":{"rendered":"http:\/\/dev.organisator.ch\/?p=857"},"modified":"2016-07-07T17:19:23","modified_gmt":"2016-07-07T15:19:23","slug":"banking-dienste-meist-noch-scheindigitalisiert","status":"publish","type":"post","link":"https:\/\/www.organisator.ch\/en\/allgemein\/2016-07-07\/banking-dienste-meist-noch-scheindigitalisiert\/","title":{"rendered":"Banking services mostly still \"pseudo-digitized"},"content":{"rendered":"<figure id=\"attachment_863\" aria-describedby=\"caption-attachment-863\" style=\"width: 680px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-863\" src=\"https:\/\/organisator.ch\/wp-content\/uploads\/2016\/12\/Banking-Dienste-meist-noch-\u201escheindigitalisiert\u201c-organisator.jpg\" alt=\"\" width=\"680\" height=\"510\" \/><figcaption id=\"caption-attachment-863\" class=\"wp-caption-text\">Although today's customer wanted to open a bank account online, he has to visualize more than 20 documents offline.<\/figcaption><\/figure>\n<blockquote><p>Customers need a lot of time to open an account. For example, it takes an average of 7.5 days until a transfer was possible with the opened account.<\/p><\/blockquote>\n<p>As part of mystery shopping, Namics opened an account and ordered a credit card between February and May 2016. The resulting experience reports were the basis for the collected key figures, for example the number of documents received. Independently of this, usability experts examined the closing process for problems. The aim was to examine the significant process of \"becoming a customer.<\/p>\n<p><strong>Today's customer relationships<\/strong><\/p>\n<p>Because this is not just any marketing moment, but the foundation of a successful relationship. The customer has expectations here both of the products and services ordered and of the way in which the process from ordering to use should be designed.<\/p>\n<p>For the study, Namics' digital experts evaluated the \"becoming a customer\" process, also known as the onboarding process, at 14 leading banks in Germany and Switzerland.<\/p>\n<p>Matthias Bitzer, Senior Consultant at Namics: \"Online is mandatory. However, our analysis shows that something is usually promised online, but the customer quickly ends up in the offline area. Therefore, it must be stated that many of the banks studied are sham-digitized. Some are also steering clear of today's digital trends.\" When it comes to guaranteeing end-to-end customer experiences, leading providers sometimes ignore efficient processes and lose sight of the customer.<\/p>\n<p>For example, there are still long waiting times (e.g., on the phone), complex documents cannot be compressed or simplified, and customers cannot avoid having to make multiple entries. In addition, banks often forget to address prospective customers personally.<\/p>\n<p><strong>Inefficient pseudo-digitization<\/strong><\/p>\n<p>Almost two-thirds of those who open an account online go through the process at a bank offline. In individual cases, up to 74 percent of the contact points were outside the digital world. In addition, prospective customers received an average of nine mailings until the online account was activated and the credit card delivered. In addition, they received an average of three phone calls and at least one visit to the branch. Only fintechs like Number 26 offer a genuine online experience: up to 90 percent of the contact points here were digital.<\/p>\n<p>Customers need a lot of time to open an account. For example, it takes an average of 7.5 days until a transfer was possible with the opened account. The worst bank took 33 days, the best one day. The waiting time until the first purchase by credit card is also long: the median was 11 days, at the best bank it took 4 days, at the worst 50 days. Further, there are various \"channel changes\", such as sending the printed online form by mail.<\/p>\n<p>The worst bank charges its customers 26, the best five, and the average is ten.<\/p>\n<p><strong>Various usability problems<\/strong><\/p>\n<p>A panel of experts examined the banks surveyed in terms of their user-friendliness (usability) and rated them using the Nielsen Norman \"severity rating\". The analysis revealed that there are fundamental problems in the product ordering process at many banks. The customer starts online, but goes through an offline process designed in an analogous way. This promise can lead to irritation and frustration.<\/p>\n<p>Banks don't have the effort of their customers in mind. Anyone who wants to become a customer of a bank usually has to go through 20 steps.<\/p>\n<p>Of these, he carries out at least ten steps independently. In addition, prospective customers receive an average of 22 documents by e-mail, by mail, and in the branch office! The relevant information must be understood and filtered by the customer, which increases the susceptibility to errors. In addition, customers have to repeatedly enter their data with different contact persons, and in some cases this data is also lost when the channel is changed. Even personal salutations often vary in the documents.<br \/>\n<a href=\"http:\/\/www.namics.com\" target=\"_blank\" data-cke-saved-href=\"http:\/\/www.namics.com\" rel=\"noopener\">http:\/\/www.namics.com<\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>F\u00fcr die Er\u00f6ffnung eines Kontos m\u00fcssen Kunden viel Zeit mitbringen. Zum Beispiel braucht es durchschnittlich 7,5 Tage bis eine \u00dcberweisung mit dem er\u00f6ffneten Konto m\u00f6glich war. Im Rahmen eines Mystery Shoppings hat Namics zwischen Februar und Mai 2016 jeweils ein Konto er\u00f6ffnet und eine Kreditkarte bestellt. Die dabei entstandenen Erlebnisberichte waren die Grundlage f\u00fcr die [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":863,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"Banking-Dienste","_yoast_wpseo_metadesc":"Namics ver\u00f6ffentlicht in ihrer Analyse \u201eBankkunde werden: H\u00fcrden in digitalen Zeiten\u201c neue Erkenntnisse in Sachen Digitalisierung.","articlekey":"","footnotes":""},"categories":[1],"tags":[156,393],"class_list":["post-857","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-allgemein","tag-digitalisierung","tag-produkte"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Banking-Dienste meist noch \u201escheindigitalisiert\u201c - Organisator<\/title>\n<meta name=\"description\" content=\"Namics ver\u00f6ffentlicht in ihrer Analyse \u201eBankkunde werden: H\u00fcrden in digitalen Zeiten\u201c neue Erkenntnisse in Sachen Digitalisierung.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.organisator.ch\/en\/general\/2016-07-07\/banking-dienste-meist-noch-scheindigitalisiert\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Banking-Dienste meist noch \u201escheindigitalisiert\u201c\" \/>\n<meta property=\"og:description\" content=\"Namics, eine Full-Service-Digitalagentur aus der Schweiz, ver\u00f6ffentlicht in ihrer Analyse \u201eBankkunde werden: H\u00fcrden in digitalen Zeiten\u201c neue Erkenntnisse in Sachen Digitalisierung. Das Ergebnis: Viele Banken seien \u201escheindigitalisiert und versprechen ihren Kunden ein Onlineerlebnis, liefern aber prim\u00e4r offline.\u201c Mit ihrer Analyse will Namics den Diskurs \u00fcber die digitale Transformation weiter optimieren.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.organisator.ch\/en\/general\/2016-07-07\/banking-dienste-meist-noch-scheindigitalisiert\/\" \/>\n<meta property=\"og:site_name\" content=\"Organisator\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OrganisatorFachmagazin\" \/>\n<meta property=\"article:published_time\" content=\"2016-07-07T15:19:23+00:00\" \/>\n<meta name=\"author\" content=\"admin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2016\/12\/Banking-Dienste-meist-noch-\u201escheindigitalisiert-organisator.jpg\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/en\\\/general\\\/2016-07-07\\\/banking-dienste-meist-noch-scheindigitalisiert\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/en\\\/general\\\/2016-07-07\\\/banking-dienste-meist-noch-scheindigitalisiert\\\/\"},\"author\":{\"name\":\"admin\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/#\\\/schema\\\/person\\\/aa2bace6c5c5aad60102004a50c4eb1c\"},\"headline\":\"Banking-Dienste meist noch \u201escheindigitalisiert\u201c\",\"datePublished\":\"2016-07-07T15:19:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/en\\\/general\\\/2016-07-07\\\/banking-dienste-meist-noch-scheindigitalisiert\\\/\"},\"wordCount\":634,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/en\\\/general\\\/2016-07-07\\\/banking-dienste-meist-noch-scheindigitalisiert\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.organisator.ch\\\/wp-content\\\/uploads\\\/2016\\\/12\\\/Banking-Dienste-meist-noch-\u201escheindigitalisiert-organisator.jpg\",\"keywords\":[\"Digitalisierung\",\"Produkte\"],\"articleSection\":[\"Allgemein\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/en\\\/general\\\/2016-07-07\\\/banking-dienste-meist-noch-scheindigitalisiert\\\/\",\"url\":\"https:\\\/\\\/www.organisator.ch\\\/en\\\/general\\\/2016-07-07\\\/banking-dienste-meist-noch-scheindigitalisiert\\\/\",\"name\":\"Banking-Dienste meist noch \u201escheindigitalisiert\u201c - 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