Its been revealed that 54% of Indonesian consumers prefer to use digital channels to engage with their bank during financial hardship.
A survey was conducted in December 2020 by global analytics software firm FICO during the height of the global COVID-19 pandemic. FICO concluded that it demonstrated the willingness of consumers to embrace digital banking and the opportunities that exist for banks to further develop their offering.
The high level of smartphone penetration in Indonesia meant that: 23% of Indonesians preferred to communicate about hardship using their mobile banking app; 14% wanted to use phone banking; 8% communicated via email; 7% preferred internet banking; and, 3% wanted to use virtual conference technology.
“The risk of infection and social distancing requirements made branch visits less appealing last year, accelerating a shift to digital banking channels globally,” said Aashish Sharma, risk lifecycle and decision management lead for FICO in Asia Pacific.
“Being able to deliver and manage numerous channels in line with customer preference and deliver a seamless and engaging experience is a challenge that is here to stay. Investment in customer management and communication tools that span these channels and product silos and can deliver personalization and improved decision making is key to making digital banking a success.
“It is worth noting that during periods of hardship, some customers prefer to deal with the issue using intelligent, automated online services, such as our FICO Customer Communication Services (CCS) so as to avoid the embarrassment of talking to an agent about outstanding loans. If customers prefer digital channels during times of hardship, their most difficult time, it seems to me we can expect branch banking to continue its decline.” explained Sharma.
The survey also concluded that banks till have a data and relationship advantage when compared to fintech challengers. Across Asia Pacific, one in three consumers preferred to have all their banking needs serviced by one bank. In Indonesia this was slightly higher at 35% with a further 39% saying that they ‘somewhat agreed’ they would like to deal with just one primary bank.
“Managing multiple bank accounts or finance products with different lenders can often be a complex, time-consuming and costly process for the average banking customer,” said Sharma. “Digital banking users today are looking for greater control and visibility of their financial position.”
When asked about their willingness to try a fintech or challenger bank, 28% of Indonesians said that they were inclined to consider a competitor with a further 41% relatively open to the idea.
“To consolidate and strengthen main bank engagement, lenders need to offer digital banking features that compete with the challengers to ensure the stickiness and viability of long-term customer relationships,” added Sharm
When asked about the reasons they would make the switch to a competitor, 52% of Indonesian consumers said their number one reason would be to secure improved personalization and controls in their digital banking service. The poll defined this as the ability to view transaction history, update personal details, reset passwords and other such functions. Interestingly, personalization and control was also the top reason for switching across Asia Pacific (31%).
Other top switching drivers across Asia Pacific were: the ability to control a payment card (set transaction limits, lock/unlock); the ability to set up recurring payments; and, improved security features such as biometrics and two-factor authentication.
The FICO’s Advancing New Experiences in Digital Banking survey polled 5,000 consumers across ten countries and regions carried out on behalf of FICO by an independent research company.
The countries surveyed were Australia, Hong Kong, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand and Vietnam.
