By Julian Goldsmith, 24 November 2008 12:00
NEWS
UK banks' customer relationship management systems appear to be showing the strain of the credit crunch, with many customers feeling left out in the cold.
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According to a survey of 1,000 bank account holders conducted by consultancy BMRB for Deutsche Telekom-owned system integrator T-Systems, the majority feel they have not been properly informed of developments by their banks - prompting some to move money out of their accounts.
The research found 57 per cent of customers felt their banks had not done enough to allay concerns about internal stability. One in seven have already moved money out of their current accounts, or are now considering doing so.
Meanwhile, two-thirds of customers say they want to be contacted in a more personal way, such as email, SMS or personalised letter, by their bank in the future.
Independent consulting actuary Harry Taylor said in a statement: "Customers can receive all sorts of useful information in emails, on websites and in personalised letters and documents to help them make considered decisions. Instead, we see banks avoiding customer concerns and relying on the national media to keep them informed. It's as if they lost touch with their most important assets, their customers, during this crisis."
Comments
There are 5 comments. Join the discussion
1. anonymous
Any email, or text from a 'Bank' is assumed to be SPAM, or malware.
And I don't need to be told I can have a life of debt loan at more than twice the 'bank rate', plus an up-front fee of the BOE rate.
I should pay a 'Bank' 3 times what the government is charging them for my money!
I don't want 'Banks' to send me 'personal' communications.
I do want banks to start lending money at reasonable rates, and to cease passing my details to 'telesales' organisations who cold-call, and ask me for passcode details to prove I am 'Me', when they will (can?) not prove they are the bank's agents.
2. Matt H
I'm fed up of receiving spam snail mail from my bank offering me loads of services for a FEE! Like I don't get ripped off enough already! I don't receive the personal phone calls anymore from my 'local' branch as I told them to remove me from the list. How many times can you say "I'm not interested"? I'd like my bank to give me better rates of interest, and, this is an important one, leave me alone unless I actually want some assistance!
3. Ask Jacky
Register your phone number with the TPS (Telephone Preference Service) - I think you can just do it via their website & then if you get cold called, just tell 'em your phone is registered with TPS & they'll disappear - fast. Any company that has signed up to TPS but persists in calling you can be fined - & I think you can claim money too. Good luck!
4. anonymous
The banks could send you a text when you go overdrawn and they bounce an item.
"U hv just bn chgd £25 - Kerching :-)"
Seriously, some warning texts or e-mails when you are touching cloth on your bank account, or when 'significant' activity happens on your account would be useful, but no all I have had recently is unsolicited phone calls hocking credit cards or balance transfers.
My TPS registration is invalidated by anyone I do business with or have an existing relationship with and requires the opt out to be done on a company by company basis.
Sheesh, you would think they would figure if you are on TPS or MPS you don't want any call centre cold calling !!!
Last night it was a bloody BT Credit Card, the week before it was Sainbury's Bank with balance transfer deals !!!
5. GALLEYSLAVE
SOMEONE IS TRYING TO PULL LEG OR WOOL OVER EYES MY BANK IS FAR FROM QUIET, IT KEEPS TRYING TO SELL ME SOMETHING OR OTHER.
AT LEAST! SOMEONE LOVES ME OR MAYBE MY MONEY