Changing Face of Banking
The way people undertake their banking has changed significantly over the last decade; this has been driven by technological developments which have resulted in easier and more convenient ways to bank. Since 2014, customers are choosing to do their banking in different ways that suit them and reflect what they do in everyday life. The number of customers using our branches across the UK has fallen by 40% and during the same period mobile banking transactions increased by 73%; in the first half of 2017, there were 1.1 billion mobile and online transactions carried out by our customers.
We are committed to ensuring that our customers have a wide range of ways in which they can choose to bank with us. We know that not every customer is the same and this is why customers can choose from a combination of digital, telephone and face-to-face banking options – each designed to suit individual preferences and needs. Customers might carry out simple everyday transactions using our mobile app whilst still preferring to speak to someone over the phone or via webchat for other banking queries. And we know that for more complex needs, such as a Financial Health Check or Mortgage advice, they value having the option to discuss the matter face to face or by video. All our personal customers can bank with us using our mobile app and online banking services and we have Bankline for business and commercial customers. We also provide 24/7 webchat for personal customers, telephony and secure text messaging for when customers want to contact us quickly, digitally and securely.
We’re working hard to develop new services to respond to the changing needs and expectations of our customers.
Closing branches is always a difficult decision and one we don’t take lightly. When we do make these decisions, we look at each branch and take into account a range of factors; these include: how customers are choosing to bank with us; how often customers are using the branch; the impact on customers who currently use the branch; other options available to customers including online, mobile, telephony, webchat, cash machines, video banking and local Post Offices; the proximity of our other branches, including our network of mobile branches; and local transport routes and timetables. We know that for some customers – elderly and more vulnerable customers in particular – closing branches can be unsettling. We are committed to ensuring that we support all customers with these changes. We proactively contact our regular branch users and elderly and vulnerable customers to talk to them about our decision and the options available to them. Our national contract with the Post Office means that customers can undertake everyday banking (such as depositing cash and cheques, withdrawing cash and checking balances – and business customers can obtain coinage) in any of their 11,500 Post Offices throughout the UK. In many areas, we operate mobile branches, which bring our banking services direct to local communities, many of which we have not had a branch in before. We know that some of our customers are not comfortable with using online or mobile banking, and for those customers who would value some support so we have created a specialist taskforce of TechXperts who are dedicated to supporting customers with training and support with digital skills. Our TechXperts support customers with all the different ways to bank and accompany customers to the local Post Office for example, to show them how their banking can be done.
Finally, we have introduced a number of roles to provide personal, face-to-face banking services in communities. For example, our Community Bankers base themselves in places like libraries, local businesses and community centres. Their role is to provide a familiar, local, face-to-face service to customers; assisting them to access our non-cash services, supporting with financial planning, education and goals. Community Bankers have the freedom to run their own diaries, so their time can be used to best serve local communities and to provide maximum flexibility.
As well as Community Bankers, we also have Business Growth Enablers for our small business customers. Each is specially trained to help source advice that will help local businesses with banking support, as well as harnessing their own network to support local business needs. For example, Business Growth Enablers work with industry partners to run free events for customers and non-customers alike on issues such as fraud and scams and digital tax returns.
Other content in this section
Customer focused overview
Customer satisfaction and trust
Customers in vulnerable situations
Security and fraud prevention
Technology innovation and disruption
Conduct and regulatory risks