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Online & Mobile Banking

Survey: Indians are more likely to use mobile banking apps

Thursday 10 August 2017 | 12:24 PM CET

Avaya’s latest survey shows that more Indians are using mobile banking apps or going online rather than talking to a banking adviser for complex issues.

According to the findings, 26% of the Indian customers prefer to access services via bank's website. The same number prefer mobile app rather than talking to an agent, compared to 19% in Australia, 21% in Britain and 24% in the UAE.

Oher key findings of the report are:

  • 58% of the Indian customers want to receive an alert message when there is a problematic or fraudulent transaction and 49% want to be alerted when their credit card is up for renewal (the highest percentage in all the surveyed countries);

  • The most important factor for the Indian customers is to have issues resolved on the first point of contact, with 37% saying they would change banks after a bad experience, second only to the UAE; 

  • 25% of the Indian consumers are likely to voice their complaints on social media platforms compared to 15% in the UK, while 44% would let friends and family know about their issues.

The survey, entitled “Customer Experience in Banking”, covered India, UK, Australia and the UAE and registered the answers of 5,000 respondents.

More: Link