Credit and Debit Card Ratings

Accenture survey: Banks Face Big Threat

North American banks that don’t clue in that their competitors now include companies like PayPal, T-Mobile and even the US Postal Service could be facing big trouble. That’s the conclusion of a recent survey and analysis by the consulting companies Accenture titled, “The Digital Disruption in Banking: Demons, Demands, and Dividends.”

The Accenture survey, which was based on feedback from around 4,000 retail banking customers in the US and Canada, found that evolving technologies and changing consumer attitudes pose real dilemmas to traditional banks. Accenture found that although almost 40 percent of US customers have been with their current bank for a decade or more, a host of factors shows that now is not the time for banks to assume their customers aren’t looking for better options.

For instance, over one quarter of those surveyed by Accenture said they would consider a branchless digital bank if they opted to leave their current bank. Not surprisingly, the number of younger people who see no reason to visit a branch is high, with 39 percent of those between the ages of 18 and 34 saying they would consider all digital banking.

Perhaps even more worrying for traditional banks is the fact that almost three-quarters of US customers said they consider their relationship, such as it is, with their bank to be “transactional.” In other words, the bond between customers and banks is paper-thin, which makes two of Accenture’s other findings hardly surprising. More than half of the customers asked said they want their bank to proactively suggest products and services that can help them meet their unique financial needs. Half would also be interested in an analysis of their spending that was future focused and available in real time.

The Accenture survey also asked bank customers what companies they would consider as financial service providers. This is not merely an abstract question either, given that T-Mobile has launched a prepaid debit card and digital wallet and Walmart now has a partnership with American Express in which it sells the AmEx Serve prepaid card and the Bluebird checking account alternative. Topping the list of companies respondents would consider banking with – not all of them actually offer financial services – are Square, PayPal, T-Mobile, Costco, Apple and Google.

Being a consulting company, Accenture is also in the business of providing solutions to the problems big companies face. Their answer to the threat faced by big banks has three parts. It includes making the customer experience seamless, regardless of whether someone is making a transaction in a branch or digitally. The second part involves extending a bank’s so-called “ecosystem” by offering more services to customers. And finally, Accenture suggests banks offer personalized digital solutions to customers’ financial needs. None of these steps are easy, but responding to changes in how customers bank seems to be a challenge that won’t go away anytime soon.

 

 

 

 

 

 

 

 

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Author: Chris Warren

  • Accenture survey: Banks Face Big Threat

    Accenture survey: Banks Face Big Threat

    North American banks that don’t clue in that their competitors now include companies like PayPal, T-Mobile and even the US Postal Service could be facing big trouble. That’s the conclusion of a recent survey and analysis by the consulting companies Accenture titled, “The Digital Disruption in Banking: Demons, Demands, and Dividends.”

    The Accenture survey, which was based on feedback from around 4,000 retail banking customers in the US and Canada, found that evolving technologies and changing consumer attitudes pose real dilemmas to traditional banks. Accenture found that although almost 40 percent of US customers have been with their current bank for a decade or more, a host of factors shows that now is not the time for banks to assume their customers aren’t looking for better options.

    For instance, over one quarter of those surveyed by Accenture said they would consider a branchless digital bank if they opted to leave their current bank. Not surprisingly, the number of younger people who see no reason to visit a branch is high, with 39 percent of those between the ages of 18 and 34 saying they would consider all digital banking.

    Perhaps even more worrying for traditional banks is the fact that almost three-quarters of US customers said they consider their relationship, such as it is, with their bank to be “transactional.” In other words, the bond between customers and banks is paper-thin, which makes two of Accenture’s other findings hardly surprising. More than half of the customers asked said they want their bank to proactively suggest products and services that can help them meet their unique financial needs. Half would also be interested in an analysis of their spending that was future focused and available in real time.

    The Accenture survey also asked bank customers what companies they would consider as financial service providers. This is not merely an abstract question either, given that T-Mobile has launched a prepaid debit card and digital wallet and Walmart now has a partnership with American Express in which it sells the AmEx Serve prepaid card and the Bluebird checking account alternative. Topping the list of companies respondents would consider banking with – not all of them actually offer financial services – are Square, PayPal, T-Mobile, Costco, Apple and Google.

    Being a consulting company, Accenture is also in the business of providing solutions to the problems big companies face. Their answer to the threat faced by big banks has three parts. It includes making the customer experience seamless, regardless of whether someone is making a transaction in a branch or digitally. The second part involves extending a bank’s so-called “ecosystem” by offering more services to customers. And finally, Accenture suggests banks offer personalized digital solutions to customers’ financial needs. None of these steps are easy, but responding to changes in how customers bank seems to be a challenge that won’t go away anytime soon.

     

     

     

     

     

     

     

     

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  • Consumer Advocates: Credit CARD Act Saves $12.6 Billion Annually

    Consumer Advocates: Credit CARD Act Saves $12.6 Billion Annually

    On the fifth anniversary of the passage of the federal Credit CARD Act of 2009, a group of consumer advocates praised its effectiveness in saving Americans $12.6 billion per year and urged similar legislation for debit and prepaid cards. Groups ranging from Americans for Financial Reform to Consumer Action to the National Consumer Law Center argue that the controversial legislation has helped eliminate many consumer-unfriendly fees and practices.

    “The CARD Act has been hugely successful in banning the biggest unfair credit card gotchas like retroactive interest rate hikes and excessive penalty fees,” says Linda Sherry, Director of National Priorities at Consumer Action. The Consumer Financial Protection Bureau (CFPB) has calculated that the law saves consumers $4 billion per year in fees alone, while another estimate puts the total savings from banned interest charges and fees closer to $13 billion each year.

    While Sherry says that more action is needed to bolster credit card protections, like limits on fees and other credit safeguards, she and the other advocates used the anniversary to urge legislation to address problems with debit and prepaid cards. In particular, the groups take aim at overdraft fees, which the Center for Responsible Lending costs consumers nearly $6 billion per year. “Overdraft fees should be completely banned on debit and prepaid card transactions,” says Lauren Saunders, associate director of the National Consumer Law Center. Rather than overdraft fees, Saunders says that transactions can be denied and consumers should have the option of skipping the purchase or paying with credit. “Keeping overdraft fees off of prepaid cards is especially important to keep those cards safe for people who have been shut out of bank accounts.”

    The consumer advocates urge lawmakers to pay special attention to prepaid cards, which they say have no consumer protections under federal law or regulations. The CFPB is currently considering new rules to protect debit and prepaid card users. Earlier this year Virginia Senator Mark Warner introduced legislation that would require prepaid card issuers fully disclose fees associated with these products.

     

     

     

     

     

     

     

     

     

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