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November 27, 2009

Customers prefer Internet over call centres

Survey reveals Britons prefer DIY banking

By Vinod

More UK citizens choose to use the Internet rather than face the ordeal of ringing their call centre, research from the Future Foundation think-tank and Monitise has revealed.

One in five individuals would rather log-on than call up a bank to manage their finances. While unsurprisingly the under 25s were most keen on using technology for banking, more pensioners are getting in on the act, as one in 10 will now use their computer or mobile phone to manage their money.

A separate survey commissioned by the BCS, however, revealed a gap between the 20% of the UK population who are ‘savvy citizens’ who understand and use technology, and the vast majority who fail to realise the advantages of IT.

A profile of the typical ‘savvy citizen’ is likely to be male, 18 to 44, in full-time work, educated to degree level and used to using technologys such as smartphones and e-readers. 

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