17 Nov Opportunities through needs-based additional services in RetailBanking: New ibi study
The ibi institute at the University of Regensburg has been a creditPass partner for many years. In order to survive in competition with new competitors, retail banks are expanding their range of services to include additional services. These additional services address the everyday life of bank customers beyond traditional banking products, but credit institutions are still aligning them with their existing range of products. The ibi study “Additional services in retail banking tailored to requirements” analyzes whether these additional services meet the needs of bank customers and how banks should position themselves in their customers’ everyday lives in the future. The study shows that those areas of need for which customers want more additional services from their bank do not always match the areas of need that dominate the customer’s everyday life. The house and living area is one of the most important areas of need from the customer’s point of view. However, when asked about the desired additional services for everything to do with home and living, the response was low. More than half of the respondents stated that they did not need any additional services in this field.
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