By Gareth Vaughan
Roy Morgan Research is warning banks not to neglect customers who are laggards in the use of new technology in their race to develop new services for tech savvy and professional customers.
Amid expectations the growth of the digital economy will cut bank fee income and net interest income with leaders in new technology tipped to show rivals a clean pair of heels, New Zealand banks are battling hard for the upper hand in the development of mobile banking services. However, Roy Morgan says banks need to remember that at least two in five customers are either wary of changing the way they bank, or outright technophobes.
Roy Morgan says ASB has the highest portion of customers that are early adopters of technology among the country’s big five banks, and ANZ the biggest portion of technophobes.
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