2010 Baltic E Banking Report[1]
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Transcript of 2010 Baltic E Banking Report[1]
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2010Baltic E-Banking ReportResults of 8th annual research study
Presented at Baltic Economic Forum 2010 23rd September 2010, Riga, Latvia
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Session: The influence of the global financial
crisis on the banking industryin the BalticStates: lessons learned and road ahead.
baltic market
technology trends
mobile internet
innovation tools
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Baltic Market Outlook
Financial CrisisGDP drop - IMF bailouts
Decrease on Real Estate pricesWages of public employees cut
UnemploymentSmall indicators of economic growth
Technology accelerationMobile penetration
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59% of banks reported decreased customer
loyalty since the financial crisis
63% say their customers are more pricesensitive
63% say their customers are shopping
around and more frequently
The banks that will win the race to profitabilitywill be those that recognize their customer
relationships have changed for better
Market transformation during the crisis
Source: http://newsroom.accenture.com/article_display.cfm?article_id=5035
According to Accenture research in 2010:
http://newsroom.accenture.com/article_display.cfm?article_id=5035http://newsroom.accenture.com/article_display.cfm?article_id=5035http://newsroom.accenture.com/article_display.cfm?article_id=5035 -
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GO ONLINE / GO MOBILE
Market transformation during the crisis
More than 75% of users dont realize that their
bank has mobile banking. Of those who are aware,
half use the service.
Source: FORBES
http://newsroom.accenture.com/article_display.cfm?article_id=5035http://newsroom.accenture.com/article_display.cfm?article_id=5035 -
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Market transformation during the crisis
87% of online banking users access
their banks website more than once
a week
Source: Forbes 2010 ForeSee ONline Financial Services Study
87%
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Market transformation during the crisis
29% havent enrolled in online billpay because they are worried about
security
Source: ComScore State of Online Banking 2010
29%
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How do you drive through crisis
Customers Banks
Reduce visit to branches Realize reduction of costs
Reduce calling to call centers Save money in call centers
Generate more transactions Reduce cost of services
Have more privacy over operations Clients feel more secure
Be more aware of money Marketing savings products
The only good way to gain customer satisfaction and
reduce costs is to build convenient tools which will make
users independent decision and flexible without visiting
the branches by automating most of the stuff online
Market transformation during the crisis
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2010Baltic E-Banking Report
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independentresearch study
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of retail banks
electronic communication
channels
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which are
Public WebsiteInternet Banking System
Mobile
Social Media
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conducted in
countries 3Lithuania
Latvia
Estonia
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since 2003
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banks
covered
42+3 this year
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6 categories
30 sub-categories
550individual criteria
structured into
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innovationnew criteria
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Innovation
Financial Tracking ToolsSocial Media Usage
Live Online Support
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Why Innovation is important
57% use social media networks only
to connect with friends and family.
Source: Mintel
22%think that social mediasites help them make
good purchase decision
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highlight
resultsE-Banking Report 2010
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functionalitycriteria
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It aims to evaluate the variety of functions
that banks offer to their customers online.
Functions and services grouped are into 15
logical subcategories for evaluation.
1. Sign-up 2. Login 3. Transactions 4. Account information
5. Payment options 6. Deposits 7. Loans 8. Leasing
9. Security measures 10. Languages 11. Help system 12. Investment
13. Payment cards 14. Insurance 15. Other services
methodology
functionality
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Results of Functionality in Lithuania
Functionality
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0 2040 60
80 100
Swedbank
SEB bankas
Bankas SNORAS
DnB NORDSiauliu bankas
Danske bankas
Parex bankas
Nordea
Ukio bankasFinasta
Medicinos bankas
Handelsbanken
Average
Results of Functionality in Lithuania
Functionality
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0 2040 60
80 10086
84
78
77
67
65
65
61
59
43
42
31
63
Swedbank
SEB bankas
Bankas SNORAS
DnB NORDSiauliu bankas
Danske bankas
Parex bankas
Nordea
Ukio bankasFinasta
Medicinos bankas
Handelsbanken
Average
Results of Functionality in Lithuania
Functionality
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Results of Functionality in Latvia
Functionality
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0 2040 60 80
100
SEB Banka
Swedbank
NORVIK BANKA
Latvijas Krajbanka
Nordea
DnB NORD Banka
GE Money Bank
Parex Banka
Latvijas Hipoteku un z. b.
PrivatBank
Latvijas Biznesa Banka
TRASTA komercbanka
SMP BankRegionala Investiciju Banka
Danske Bank
Latvijas Pasta Banka
LTB Bank
Svenska Handelsbanken
Average
Results of Functionality in Latvia
Functionality
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0 2040 60 80
100
84
80
79
71
65
6358
57
54
5350
4847
4644
4239
33
56
SEB Banka
Swedbank
NORVIK BANKA
Latvijas Krajbanka
Nordea
DnB NORD Banka
GE Money Bank
Parex Banka
Latvijas Hipoteku un z. b.
PrivatBank
Latvijas Biznesa Banka
TRASTA komercbanka
SMP BankRegionala Investiciju Banka
Danske Bank
Latvijas Pasta Banka
LTB Bank
Svenska Handelsbanken
Average
Results of Functionality in Latvia
Functionality
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Results of Functionality in Estonia
Functionality
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0 2040 60 80
100
Sampo pank
Swedbank
SEB
NordeaKredidipank
DNB NORD Pank
MARFIN PANK
Tallina Aripank
Parex pankLHV
Handelsbanken Eesti
UniCredit Bank
Average
Results of Functionality in Estonia
Functionality
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0 2040 60 80
100
77
70
70
63
56
44
43
42
41
37
36
29
51
Sampo pank
Swedbank
SEB
NordeaKredidipank
DNB NORD Pank
MARFIN PANK
Tallina Aripank
Parex pankLHV
Handelsbanken Eesti
UniCredit Bank
Average
Results of Functionality in Estonia
Functionality
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Average Functionality Results 2010 vs 2009
Functionality
2009 2010 Change
62% 63% +1%
52% 56% +4%
61% 51% -10%
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methodology
customer service responsiveness
It measures how quickly and how effectivelybanks react to email questions of current
and potential customers.
12 emails are sent during 14 days to all banks
on the same time.
Replies are evaluated based on:
Timing
Accuracy Contacts
Politeness Writing style
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Results of Responsiveness in Lithuania
Responsiveness
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0 2040 60 80
100
Ukio bankas
Nordea
Danske bankas
HandelsbankenDnB NORD
Bankas SNORAS
Finasta
SEB bankas
Siauliu bankasSwedbank
Parex bankas
Medicinos bankas
Average
Results of Responsiveness in Lithuania
Responsiveness
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0 2040 60 80
100
91
76
69
64
63
58
55
52
52
49
46
25
63
Ukio bankas
Nordea
Danske bankas
HandelsbankenDnB NORD
Bankas SNORAS
Finasta
SEB bankas
Siauliu bankasSwedbank
Parex bankas
Medicinos bankas
Average
Results of Responsiveness in Lithuania
Responsiveness
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Results of Responsiveness in Latvia
Responsiveness
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0 2040 60 80
100
PrivatBank
Swedbank
NORVIK BANKA
Latvijas Hipoteku un z. b.
TRASTA komercbanka
SEB BankaDnB NORD Banka
Danske Bank
Parex Banka
LTB Bank
Latvijas Biznesa Banka
GE Money Bank
Latvijas KrajbankaSMP Bank
Svenska Handelsbanken
Latvijas Pasta Banka
Regionala Investiciju Banka
Nordea
Average
Results of Responsiveness in Latvia
Responsiveness
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0 2040 60 80
100
89
88
86
86
86
8483
83
78
75
73
706562
61
6054
52
74
PrivatBank
Swedbank
NORVIK BANKA
Latvijas Hipoteku un z. b.
TRASTA komercbanka
SEB BankaDnB NORD Banka
Danske Bank
Parex Banka
LTB Bank
Latvijas Biznesa Banka
GE Money Bank
Latvijas KrajbankaSMP Bank
Svenska Handelsbanken
Latvijas Pasta Banka
Regionala Investiciju Banka
Nordea
Average
Results of Responsiveness in Latvia
Responsiveness
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Results of Responsiveness in Estonia
Responsiveness
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0 2040 60 80
100
Tallina Aripank
DNB NORD Pank
LHV
SwedbankNordea
UniCredit Bank
Sampo pank
SEB
MARFIN PANKParex pank
Handelsbanken Eesti
Kredidipank
Average
Results of Responsiveness in Estonia
Responsiveness
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0 2040 60 80
100
89
86
85
84
81
77
73
70
68
68
67
65
76
Tallina Aripank
DNB NORD Pank
LHV
SwedbankNordea
UniCredit Bank
Sampo pank
SEB
MARFIN PANKParex pank
Handelsbanken Eesti
Kredidipank
Average
Results of Responsiveness in Estonia
Responsiveness
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Average CSR Results 2010 vs 2009
2009 2010 Change
70% 58% -12%
50% 74% +24%
56% 76% +20%
Responsiveness
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methodology
innovation
It measures the if banks are actively presentin main popular social networks
If banks offer stand-alone apps for finance
management
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methodology
innovation
It measures the if banks are actively presentin main popular social networks
If banks offer stand-alone apps for finance
management
It measures if banks offering costumer
support using live chat features
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Results of Innovation in Lithuania
Innovation
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0 2040 60 80
100
Swedbank
SEB bankas
Bankas SNORAS
Siauliu bankas
Ukio bankas
Nordea
Danske bankas
Handelsbanken
DnB NORD
Finasta
Parex bankas
Medicinos bankas
Average
Results of Innovation in Lithuania
Innovation
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0 2040 60 80
100
31
8
8
8
5
Swedbank
SEB bankas
Bankas SNORAS
Siauliu bankas
Ukio bankas
Nordea
Danske bankas
Handelsbanken
DnB NORD
Finasta
Parex bankas
Medicinos bankas
Average
Results of Innovation in Lithuania
Innovation
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Results of Innovation in Latvia
Innovation
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0 2040 60 80
100
Swedbank
Nordea
PrivatBank
SEB Banka
NORVIK BANKA
Parex BankaSMP Bank
Latvijas Hipoteku un z. b.
TRASTA komercbanka
DnB NORD Banka
Danske Bank
LTB Bank
Latvijas Biznesa Banka
GE Money Bank
Latvijas Krajbanka
Svenska Handelsbanken
Latvijas Pasta Banka
Regionala Investiciju Banka
Average
Results of Innovation in Latvia
Innovation
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0 2040 60 80
100
22
171717
8
88
5
Swedbank
Nordea
PrivatBank
SEB Banka
NORVIK BANKA
Parex BankaSMP Bank
Latvijas Hipoteku un z. b.
TRASTA komercbanka
DnB NORD Banka
Danske Bank
LTB Bank
Latvijas Biznesa Banka
GE Money Bank
Latvijas Krajbanka
Svenska Handelsbanken
Latvijas Pasta Banka
Regionala Investiciju Banka
Average
Results of Innovation in Latvia
Innovation
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Results of Innovation in Estonia
Innovation
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0 2040 60 80
100
LHV
Swedbank
SEB
Handelsbanken Eesti
DNB NORD Pank
Nordea
Tallina Aripank
UniCredit Bank
Sampo pank
MARFIN PANK
Parex pank
Kredidipank
Average
Results of Innovation in Estonia
Innovation
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0 2040 60 80
100
33
31
25
8
8
8
9
LHV
Swedbank
SEB
Handelsbanken Eesti
DNB NORD Pank
Nordea
Tallina Aripank
UniCredit Bank
Sampo pank
MARFIN PANK
Parex pank
Kredidipank
Average
Results of Innovation in Estonia
Innovation
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Average Innovation Results 2010
Innovation
Fin. Tracking Tools Social media Online Support
6% 8% 0%
4% 10% 3%
6% 21% 2%
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OverallComposite
Ranking
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Composite Ranking in Lithuania 2009
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Composite Ranking in Lithuania 2010
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Composite Ranking in Latvia 2009
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Composite Ranking in Latvia 2010
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Composite Ranking in Estonia 2009
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Composite Ranking in Estonia 2010
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Trends and Recommendation
Trends Recommendation
Building trust for brand More Social Media presence
Saving and Investmenttools / Analytics
Easy money management and financial planningtools (mint.com, manofinansai.lt)
Mobile devicesiPhone/iPad, Blackberry, Android apps for e-
banking (Swedbank has iPhone app in Sweden)
Leveraging the mobile
penetration rate
More efforts on Mobile Banking, easy to use, fully
functional, trusted and integrated.
Collective problem
solving
Provide the space where clients can support each
other (getsatisfaction.com)
2010
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2010Baltic E-Banking Report
pre-order now full report!
www.metasite.net/report
Release Date: 15 October 2010
http://www.metasite.net/http://www.metasite.net/