AWhich?survey of 4680 of its members
has found that the big four high street banks -Barclays,HSBC, Lloyds TSB andNatWest- trail behind internet and
telephone banks for customer satisfaction.
Elizabeth Gooch, CEO of eg solutions, a banking technology
expert, said banks have only ever used technology to save money.
"It is time they listened to what customers want, and build systems
to deliver that. Instead, they seem to install systems, and get the
customers to adapt to them. Which is what happened in online
banking."
However the likes of Smile, First Direct, Cahoot, Intelligent
Finance (IF) and Alliance and Leicester's Premier Direct offering
should not be too complacent, warned Gooch.
"Online banks offer a commodity service, so it is pretty easy to
cater for that. If you want something more complicated, such as a
mortgage, then customer service becomes vital. And when it comes to
offering good service, the banks have a lot to do," said Gooch.