The most important three characteristics that Romanians in the urban area associate with a modern bank are ease of use (80% of them), followed by rapidity (76%) and security (73%), according to an iSense Solutions study.
iSense Solutions conducted a representative urban survey of 990 respondents on the Romanians’ perception of modern banks and their services.
The most important three characteristics that Romanians in the urban area associate with a modern bank are ease of use (80% of them), followed by rapidity (76%) and security (73%).
Consumers also want a modern bank to be careful with their pocket. Thus, banking services are judged to be modern if they do not have commissions (69%), offer discounts and offers (59%) and save money on each transaction (51%).
Moreover, from a consumer perspective, a modern bank must always be available to customers, providing benefits such as 24 out of 24 support (73%) and a vast network of ATMs (59%).
As far as technology is concerned, it has the role of facilitating consumer interaction with banking services, meeting its needs for speed and accessibility.
That’s why, from a modern bank, customers want a mobile application (60%), have the ability to make contactless payments (59%) and contract online services (53%), and 47% want to have the option to change their security settings to the card (contactless activation / deactivation, magnetic tape, pin change, card freeze, etc.).
Other benefits related to the technology expected by consumers from a modern bank are the possibility of automatic utility payments through direct debit (47%), the option to make online currency exchange (43%), Self-banking (42%) or the possibility of rescue of payments made in the application (39%).
Traian Năstase, Managing Partner, iSense Solutions : “In the opinion of the Romanians, a modern bank is a fast-paced bank – an easy-to-use bank with which interaction time is used efficiently, and technology helps. And most importantly, all this must be done in a security environment (mentioned by 73% of consumers) and transparency (64%). In other words, we want modern banks, but the relationship with such a bank always goes from trust.”
For some Romanians, the modern bank is the one that offers personalized services: 38% want to have access to expenditure statistics for better evidence of money, 36% would like the modern bank to offer them the opportunity to have a personal banking consultant, 33% want a virtual support assistant.
Also 32% are special virtual cards for online / digital payments and 14% want to have the option to buy cryptomonades.
The study was conducted online by iSense Solutions on a sample of 990 urban respondents. The data is representative for people aged over 18 from urban areas in Romania. The error margin is +/- 3.11%.