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Customers don't bank on online banking

Survey shows high street branches beat internet when it comes to winning our trust

Online banks are failing to win the trust of their customers, who still have more faith in bricks and mortar high street branches according to research released yesterday by ICM.

Online banking is growing fast, with 3.9 million of us logging on to manage our finances according to figures from Datamonitor. But ICM's study of 1,000 people nationwide found trust in high street banks has increased by nine percent — from 73 to 82 percent — since the last time the survey was conducted in 2000.

This is in stark contrast to confidence in web-based offerings, which has remained at seven percent across both surveys. Strangely one of the groups which displayed a marked decrease in trust in these new brands was perhaps the one banks would most hope to woo — 18- to 24-year-olds. This group showed a decline from 15 percent to just six percent this year &mdass; less than 35- to 44-year-olds, 10 percent of whom trusted online brands most.

But on the bright side our trust in banks in general has increased since 2000, with just five percent of respondents claiming to have no trust in financial institutions this year — online or otherwise — as opposed to 14 percent in the previous survey.


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